Introduction

Two-Factor Authentication (2FA) is the most secure way to protect your Liquid Web account. Instead of relying solely on a password (one factor), 2FA requires a password plus a unique, time-sensitive code (two factors) from your phone, effectively blocking unauthorized access.

Prerequisites

A Liquid Web account.
An authenticator app, such as: Duo Mobile, LastPass Authenticator, or Google Authenticator.

Step-by-Step Instructions

Use the following instructions to enable two-factor authentication for your my.liquidweb.com account.

Log into your my.liquidweb.com account with your username and password, or sign in with Google SSO.
Click on the Account tab, then click Manage Users.
Click the three-dot menu (…) next to your username, and then select Enable/Disable Two-Factor Authentication.
When enabling Two-factor authentication, you will need to scan the QR Code or enter the key into your authentication app.

Pre-setup check

Before scanning the code, ensure the time on your smartphone is set to Automatic and synchronized with the network time. Incorrect time is the most common reason the code fails.

Your authentication app should provide you a unique passcode. Enter that into the Passcode dialog box.
Click Confirm Code to complete the process.

Next Steps

Back Up the Secret Key: Always ensure you have a backup copy of the secret key (the alphanumeric code displayed alongside the QR code) stored somewhere secure (like a password manager). This key is the only way to recover access without contacting support.
Review Other Security Settings: Review other security features on your account (e.g., strong password generation).

Troubleshooting

Unable to Sync

You may occasionally see this error if you are using Google Authenticator. Sometimes the Authenticator app is simply not synced correctly and will display an incorrect code. Sync the app manually by following these steps:

Go to the main menu on the Google Authenticator app.
Click Settings.
Click Time correction for codes.
Click Sync now.

Frequently Asked Questions (FAQs)

This is critical. If you lose access to your authenticator app, you will need to contact our Support team immediately to have 2FA manually disabled on your account. We will verify your identity, and once confirmed, we will remove 2FA so you can log in again. You should then set up a new authenticator app immediately.

No. The Two-Factor Authentication feature is free for all Liquid Web customers. The authenticator apps (like Duo Mobile and Google Authenticator) are also free to download and use on your smartphone.

If time synchronization fails, the issue may be with your computer’s clock being incorrect (not your phone). Ensure your computer’s operating system is set to automatically synchronize its time with an internet server. If the issue continues, try restarting your browser.

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