• Overview
• Before You Begin
• Step-by-Step Instructions
• Troubleshooting & FAQs

You only need to set up 2FA once. The same setup applies whether you have access to VIDA, Launchpad, Connect 2, or more than one — you won't need to repeat this process for each product.

• Your VIDA account email address.
• A smartphone (iOS or Android).
• An authenticator app installed on your phone — such as Google Authenticator, Microsoft Authenticator, or Authy. All major authenticator apps are supported.

The code refreshes every 30 seconds. Always enter the latest code shown in the app.

Once complete, you will be logged in and able to access VIDA.

You'll be asked to enter a new code each time you log in. You may also be asked to enter a code again mid-session — for example, when logging in from a new device or performing sensitive actions in VIDA.

Yes. Every time you log in to VIDA, Launchpad, or Connect 2, you'll need to enter a new six-digit code from your authenticator app. You may also be asked for a fresh code mid-session — for example, when logging in from a new device or performing sensitive actions in VIDA.

Make sure you are entering the current code — if it doesn't work, wait for the code to refresh and try again. If it still doesn't work, try the following checks:

• Make sure you're logging in with your full email address.
• Use Google Chrome, where possible — this is our preferred browser.
• Try an Incognito (private) browser window.
• Confirm you're using the same phone you originally used to set up the authenticator app.
• Check that your phone's Date & Time settings are set to Automatic.
• Make sure your authenticator app is up to date.
• If you're using Google Authenticator, use its built-in time sync option, if available.

A code can be rejected for a few common reasons:

• The code has expired.
• An older code was entered after a newer one was requested.
• A browser or session mismatch — try an Incognito window to rule this out.
• The wrong account or entry was selected within the authenticator app.
• Copy/paste issues — try typing the code in manually instead.

VIDA shows a new QR code each time you reach the QR code screen. If you scanned one, then left the setup and came back, the new QR code does not match the entry already in your authenticator app. This happens if you went back, closed the window, reloaded the page, or had a failed login part-way through. Codes from the old entry are rejected with "Verification code is not valid".

You may also see this in your app:

• Microsoft Authenticator refuses the second scan and says the account already exists.
• Google Authenticator and Authy accept the second scan, so you end up with two entries called vida-app and it is easy to pick the wrong one.

To fix it:

1. Open your authenticator app and find every entry named vida-app with your email address.
2. Delete all of them.
3. In VIDA, select "Yes, app installed" to show a fresh QR code.
4. Scan the QR code and enter the six-digit code from the new entry.
5. Stay on the same screen from scanning to entering the code. Do not go back, close the window or reload the page in between.

If the code is still rejected after this, follow the checks above or contact us using the details at the end of this article.

No. Authenticator apps work offline.

Contact your VIDA administrator or raise a support ticket to request a 2FA reset with them on copy. Resetting 2FA may require approval from your organisation's administrator before it can be completed.

Contact your VIDA administrator or raise a support ticket. To help us investigate quickly, please include:

• A full-screen screenshot, including the browser and address bar.
• The exact error message shown.
• Your email address.
• The time of the failed attempt.
• Whether this is your first login, or you've logged in successfully before.
• Your organisation's main VIDA contact or administrator, if known.