Multi-Factor SMS Authentication with Dialpad

Keeping users secure is essential. Multi-factor authentication (MFA) adds an extra layer of protection by requiring users to verify their identity through multiple methods, reducing the risk of fraud and compromised accounts.

Dialpad’s SMS MFA solution is simple yet effective, sending a verification code directly to a user’s SMS number for quick and secure access.

Who can use this

SMS Multi-factor authentication is available to all Dialpad users who are not using one of our SAML or SSO integrations.

MFA is supported on all of Dialpad’s desktop, web, and mobile apps (Android & iOS).

Note

This feature is currently in an Early Adopter Program (EAP) and is available with the Dialpad desktop and web apps. SMS MFA is currently available in Australia, Canada, Japan, and the United States.

Contact your Customer Success Manager for more details.

How multi-factor authentication works

Once your Dialpad Company Admin has enabled multi-factor authentication (MFA), each time a Dialpad user signs in with their email and password, they’ll receive an SMS with a one-time-password (OTP).

Once they’ve verified the OTP, they can log into Dialpad.

When MFA is required for all users, users must complete MFA registration upon their next login to any Dialpad app or the Admin Portal.

Note

Users are required to use their personal numbers to set up their SMS MFA; Diaplad account phone numbers can’t be used for SMS MFA.

Turn on multi-factor authentication

Note

You must be a Company Admin to turn on MFA.

To turn on multi-factor authentication:

1. Navigate to Dialpad Admin Settings and select My Company

2. Select Authentication > MFA

3. Select Enforce Multi-Factor Authentication code company-wide
   

4. Choose which MFA option to use:

   Text Message (SMS)	MFA code is sent to users in an SMS message.
   Email	MFA code is sent to the user's email address.

Tip

It is recommended to have Text Message (SMS) as the preferred MFA option.

Note

When MFA is turned on, one MFA option is always on by default. You can’t turn off both options.

To turn off an MFA option:

1. Navigate to Dialpad Admin Settings and select My Company

2. Select Authentication > MFA

3. From one of the MFA options, select Turn Off

4. In the confirmation window, select Turn Off

Add user to MFA exception list

Sometimes a user might not have access to SMS messaging to receive the one-time-code. Company Admins can create exceptions that let specific users skip the MFA process.

To add a user as an MFA exception:

1. Navigate to Dialpad Admin Settings and select My Company

2. Select Authentication > MFA

3. In the Exception List, select Add User

   

4. In the Add users to the exception list window, enter the user’s name in the search bar

5. Select Add users

Note

You can’t add Admins (Regional, Office, or Company) to the Exception List.

The user(s) display in the Exception List.

Remove user from MFA Exception List

Company Admins can remove users from the Exception List at any time.

To remove a user from the MFA Exception List:

1. Navigate to Dialpad Admin Settings and select My Company

2. Select Authentication > MFA

3. In the Exception List, select Remove beside the user you want to remove

   

Unlock a user

If a user has locked themselves out by entering the incorrect one-time password 5 times, admins can manually unlock the user.

To unlock a user:

1. Navigate to Dialpad Admin Settings > Office Settings and select Users

2. Go to the user and select Options > Admin > Unlock account access

   

Setting up a phone number for SMS MFA

Users need to set up SMS MFA using their personal phone number to receive an OTP code when logging into Dialpad.

To add a phone number for SMS MFA:

1. Navigate to Your Settings and go to Multi-Factor Authentication

2. In Available Methods, select Set Up for the Text Message (SMS) option

   

3. In the SMS authentication setup window, enter your phone number and select Send Code

   

4. In the verification window, enter the code sent to your personal mobile and select Submit

Setting up a preferred MFA method

Users can choose which MFA method they want to use as their primary option.

To set a preferred MFA method:

1. Navigate to Your Settings and go to Multi-Factor Authentication

2. In Available Methods, select Options > Set as preferred for your primary MFA method

   

3. In the confirmation window, select Confirm

A Preferred badge displays next to the desired MFA option.

Frequently asked questions

What if I enter the wrong verification code?

Dialpad gives you 4 chances to enter the verification code before resending the code again.

30 seconds after the first code is sent, the resend-code button is enabled.

After 8 incorrect entries, you’re locked out of your account for 20 minutes.

What if I don’t have access to SMS messaging?

If you can’t access SMS messages to receive the verification code, contact your Company Admin to have them add your profile to the exclusion list. Then, you’ll be able to log in without MFA.

Does the one-time-password expire?

Yes. The one-time password code will expire in 10 minutes. Once expired, it can not be used to verify multi-factor authentication, and you’ll need to request a new code.

Can I change the phone number used to receive the code?

No. The one-time password will be sent to the user's primary phone number registered at Dialpad.

What if there is an outage with my phone carrier?

If your phone carrier is experiencing an outage, you can turn off MFA so users can log in to Dialpad.

To turn off MFA, go to your MFA settings and uncheck the box beside Enforce Multi-Factor Authentication company-wide.

What if I don’t receive the verification SMS message?

If you don’t receive the verification SMS message, try switching to email verification. If that doesn’t work, contact our Customer Care team to verify that it was sent successfully.

How can I share my feedback?

A huge part of the Early Adopter process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.

To provide feedback, please reach out to our Customer Care team, or your Customer Success Manager.

Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).