# Mandatory 2FA for Phone Number Updates > Strengthen security in GHL Customer Care. Phone number updates now require 2FA via verified email, SMS, or TOTP with daily attempt limits to prevent account takeovers. - Source: https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/mandatory-2fa-for-phone-number-updates - Section: Phone System / Phone numbers - Reading time: 6 min - Images: 8, each explained below - Modified on Fri, 11 Sep at 6:47 AM --- GHL Customer Care now requires two‑factor authentication (2FA) whenever a user’s phone number is changed. This aligns phone updates with the existing email change + 2FA flow, closes a high‑risk account‑takeover path, and improves overall security. This article explains how it works, who it affects, and how to complete verification using Email, SMS (to an existing verified number), or an Authenticator App (TOTP). --- **TABLE OF CONTENTS** - [What is 2FA for Phone Number Updates?](#what-is-2fa-for-phone-number-updates) - [Key Benefits of 2FA for Phone Number Updates](#key-benefits-of-2fa-for-phone-number-updates) - [Eligibility & Prerequisites](#eligibility-and-prerequisites) - [Supported Verification Channels & Selection Logic](#supported-verification-channels-and-selection-logic) - [Rate Limiting Rules](#rate-limiting-rules) - [Admin vs. User Update Paths](#admin-vs-user-update-paths) - [Security & Audit Considerations](#security-and-audit-considerations) - [How To Set Up and Use the Mandatory 2FA for Phone Number Updates](#how-to-set-up-and-use-the-mandatory-2fa-for-phone-number-updates) - [Troubleshooting](#troubleshooting) - [Frequently Asked Questions](#frequently-asked-questions) --- ## **What is 2FA for Phone Number Updates?** Mandatory 2FA adds a verification challenge any time a user attempts to change the phone number on their GHL Customer Care profile. The verification must be completed using a **previously verified** channel—your existing email, your existing verified phone number, or a TOTP authenticator app if you’ve enabled it. This prevents attackers from swapping your number and taking over your account. GHL Customer Care enforces a 2FA check before saving any phone number change. OTPs/codes are delivered only to **trusted, verified channels**, never to the new phone number being added. --- ## **Key Benefits of 2FA for Phone Number Updates** Understanding the benefits helps teams adopt best practices and explain the change to users. The bullets below focus on day‑to‑day impact for admins and end users. - **Account security:** prevents phone‑swap takeovers by blocking OTPs from being sent to a brand‑new number. - **Consistency:** mirrors the email update + 2FA experience, reducing confusion across profile changes. - **Compliance & trust:** strengthens identity controls across critical profile data. - **Abuse protection:** daily attempt limits reduce brute‑force or spammy change requests. --- ## **Eligibility & Prerequisites** Verifying at least one secure channel beforehand ensures you can pass 2FA when updating your phone number. Use this checklist before attempting a change. - You must have **at least one verified channel** on your profile: - Verified **Email** (recommended) - Verified **Phone** (SMS) - **Authenticator App (TOTP)** enabled (optional, recommended) - You must be able to access the selected channel during the update. - Your role/permissions must allow editing your own profile; admins must have permission to edit team member profiles if performing updates on behalf of others. **Tip:** If you currently have no verified channel, set up **TOTP** or verify your **email** first so you don’t get blocked during the phone update. --- ## **Supported Verification Channels & Selection Logic** GHL Customer Care only offers verification options that are already trusted for your account. This section clarifies which options you’ll see and why. - **Email (OTP to existing verified email)** – always offered if your email is verified. - **SMS (OTP to existing verified phone)** – offered only if your current phone on file is already verified. - **Authenticator App (TOTP)** – offered if you previously enabled a TOTP app. - **Not allowed:** OTP **cannot** be sent to the **new phone number** being added. **What you’ll see in-product:** A channel selection modal listing eligible options only. --- ## **Rate Limiting Rules** Rate limiting protects accounts from abuse. Knowing the limits helps users plan updates and troubleshoot lockouts. - A maximum of **5 phone/email change attempts per user per day** is allowed. - When the daily limit is reached, further attempts are blocked until the counter resets. - Message copy in-app will inform you that you’ve hit the limit and to try again later. **Note:** If you encounter a limit unexpectedly, confirm whether another admin or automated process attempted changes on your behalf the same day. --- ## **Admin vs. User Update Paths** The experience is similar for everyone, but admins may initiate changes on behalf of team members. Understanding who receives the OTP and where to start avoids confusion. - **Self‑service (User):** Start from your own profile and select a verified channel to complete 2FA. - **Admin‑initiated (Team member):** Begin from **Settings → Team** (or your team management page). The OTP is delivered to the **team member’s verified channel(s)**, not the admin’s. --- ## **Security & Audit Considerations** These safeguards help organizations maintain a secure, trackable profile change process and quickly identify suspicious behavior. - OTPs are **never** sent to the **new** phone number being added. - Only **verified** channels are eligible for OTP delivery. - Changes are subject to daily attempt limits to curb brute‑force activity. - (If enabled in your plan) Review audit/activity logs to see who initiated changes and when. - Consider enabling **TOTP** to add a code option that works even when SMS is unavailable. --- ## **How To Set Up and Use the Mandatory 2FA for Phone Number Updates** Follow the steps below to update a phone number securely. Steps include both the self‑service flow and the admin flow, where applicable. ### **A) Update your own phone number (self‑service)** 1. Go to **Settings → My Profile** (or your user profile page). ![Step 1 of 6: Go to Settings → My Profile (or your user profile page)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080705808/original/cyvwBHYBGSz3ghTKfNhu_wEFDREyv-mdNA.png) **Step 1 of 6: Go to Settings → My Profile (or your user profile page)** This screenshot accompanies step 1 of 6 in the "A) Update your own phone number (self‑service)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you go to Settings → My Profile (or your user profile page). This part of the guide covers 2 fields, listed below. The next step is to in Personal Data, edit the phone number. - Where to go: Go to Settings → My Profile (or your user profile page). - Fields: Email (OTP sent to your verified email), Text message (OTP sent to your existing verified phone) - Controls: Settings → My Profile, Personal Data,, new phone number, ,, Update Profile., Choose how to verify, Email, Text message, existing verified, Use Authenticator App, Continue, SMS - Next: In Personal Data, edit the phone number. Example values (illustrative, not read from the screenshot): - Email (OTP sent to your verified email): priya.raman@northgatedental.com Full procedure: 1. Go to Settings → My Profile (or your user profile page). <- this image 2. In Personal Data, edit the phone number. 3. Enter the new phone number, then click Update Profile. 4. When the Choose how to verify modal opens, select one of your available channels: 5. Click Continue. If you selected Email or SMS, retrieve the OTP and enter it to verify. 6. After successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. 2. In **Personal Data,** edit the phone number. ![Step 2 of 6: In Personal Data, edit the phone number](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080705833/original/GJZM91-nhhp6jhAmIzx2n7QyUKOvU84UVw.png) **Step 2 of 6: In Personal Data, edit the phone number** This screenshot accompanies step 2 of 6 in the "A) Update your own phone number (self‑service)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you in Personal Data, edit the phone number. This part of the guide covers 2 fields, listed below. The next step is to enter the new phone number, then click Update Profile. - What this covers: In Personal Data, edit the phone number. - Fields: Email (OTP sent to your verified email), Text message (OTP sent to your existing verified phone) - Controls: Personal Data,, Settings → My Profile, new phone number, ,, Update Profile., Choose how to verify, Email, Text message, existing verified, Use Authenticator App, Continue, SMS - Next: Enter the new phone number, then click Update Profile. Example values (illustrative, not read from the screenshot): - Email (OTP sent to your verified email): priya.raman@northgatedental.com Full procedure: 1. Go to Settings → My Profile (or your user profile page). 2. In Personal Data, edit the phone number. <- this image 3. Enter the new phone number, then click Update Profile. 4. When the Choose how to verify modal opens, select one of your available channels: 5. Click Continue. If you selected Email or SMS, retrieve the OTP and enter it to verify. 6. After successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. 3. Enter the **new phone number******,**** thenclick **Update Profile.** ![Step 3 of 6: Enter the new phone number, then click Update Profile](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063875949/original/MqSdAuPEh4N3lY-HWYJGtECKd54GTLj0Pw.png) **Step 3 of 6: Enter the new phone number, then click Update Profile** This screenshot accompanies step 3 of 6 in the "A) Update your own phone number (self‑service)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you enter the new phone number, then click Update Profile. This part of the guide covers 2 fields, listed below. The next step is to when the Choose how to verify modal opens, select one of your available channels. - What to fill in: Enter the new phone number, then click Update Profile. - Fields: Email (OTP sent to your verified email), Text message (OTP sent to your existing verified phone) - Controls: new phone number, ,, Update Profile., Settings → My Profile, Personal Data,, Choose how to verify, Email, Text message, existing verified, Use Authenticator App, Continue, SMS - Next: When the Choose how to verify modal opens, select one of your available channels: Example values (illustrative, not read from the screenshot): - Email (OTP sent to your verified email): priya.raman@northgatedental.com Full procedure: 1. Go to Settings → My Profile (or your user profile page). 2. In Personal Data, edit the phone number. 3. Enter the new phone number, then click Update Profile. <- this image 4. When the Choose how to verify modal opens, select one of your available channels: 5. Click Continue. If you selected Email or SMS, retrieve the OTP and enter it to verify. 6. After successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. 4. When the **Choose how to verify** modal opens, select one of your available channels: - **Email** (OTP sent to your verified email) - **Text message** (OTP sent to your **existing verified** phone) - **Use Authenticator App** (enter the 6‑digit TOTP) ![Step 3 of 3: Use Authenticator App (enter the 6‑digit TOTP)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063875835/original/8xe0SRVza2IFmPpZ6c_gY-s9ms24Eq4oFQ.png) **Step 3 of 3: Use Authenticator App (enter the 6‑digit TOTP)** This screenshot accompanies step 3 of 3 in the "A) Update your own phone number (self‑service)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you use Authenticator App (enter the 6‑digit TOTP). This part of the guide covers 2 fields, listed below. - What to fill in: Use Authenticator App (enter the 6‑digit TOTP) - Fields: Email (OTP sent to your verified email), Text message (OTP sent to your existing verified phone) - Controls: Use Authenticator App, Settings → My Profile, Personal Data,, new phone number, ,, Update Profile., Choose how to verify, Email, Text message, existing verified, Continue, SMS Example values (illustrative, not read from the screenshot): - Email (OTP sent to your verified email): priya.raman@northgatedental.com Full procedure: 1. Email (OTP sent to your verified email) 2. Text message (OTP sent to your existing verified phone) 3. Use Authenticator App (enter the 6‑digit TOTP) <- this image 5. Click **Continue**. If you selected **Email** or **SMS**, retrieve the **OTP** and enter it to verify. ![Step 5 of 6: Click Continue. If you selected Email or SMS, retrieve the OTP and…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063875883/original/FsQR5v4HSJPGwyLDFYxJYBOst07cKnPEsw.png) **Step 5 of 6: Click Continue. If you selected Email or SMS, retrieve the OTP and…** This screenshot accompanies step 5 of 6 in the "A) Update your own phone number (self‑service)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you click Continue. If you selected Email or SMS, retrieve the OTP and enter it to verify. This part of the guide covers 2 fields, listed below. The next step is to after successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. - What to fill in: Click Continue. If you selected Email or SMS, retrieve the OTP and enter it to verify. - Fields: Email (OTP sent to your verified email), Text message (OTP sent to your existing verified phone) - Controls: Continue, Email, SMS, OTP, Settings → My Profile, Personal Data,, new phone number, ,, Update Profile., Choose how to verify, Text message, existing verified - Next: After successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. Example values (illustrative, not read from the screenshot): - Email (OTP sent to your verified email): priya.raman@northgatedental.com Full procedure: 1. Go to Settings → My Profile (or your user profile page). 2. In Personal Data, edit the phone number. 3. Enter the new phone number, then click Update Profile. 4. When the Choose how to verify modal opens, select one of your available channels: 5. Click Continue. If you selected Email or SMS, retrieve the OTP and enter it to verify. <- this image 6. After successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. 6. After successful verification, confirm the change. You’ll see a success message, and your profile will reflect the new number. **Important:** If you don’t see **SMS** as an option, your current phone is not verified. Use **Email** or **Authenticator App** instead, or verify your phone first. ### **B) Update a team member’s phone number (admin)** 1. Go to **Settings → Team** and open the team member’s profile. ![Step 1 of 4: Go to Settings → Team and open the team member’s profile](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080705888/original/sl4zLKmJLmR6pbR6gq2u7PhJyexS5Kkflg.png) **Step 1 of 4: Go to Settings → Team and open the team member’s profile** This screenshot accompanies step 1 of 4 in the "B) Update a team member’s phone number (admin)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you go to Settings → Team and open the team member’s profile. The next step is to edit the Phone number and enter the new number. - Where to go: Go to Settings → Team and open the team member’s profile. - Controls: Settings → Team, Edit, Phone number, Choose how to verify, team member’s, Continue, not - Next: Edit the Phone number and enter the new number. Full procedure: 1. Go to Settings → Team and open the team member’s profile. <- this image 2. Edit the Phone number and enter the new number. 3. On Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. 4. Enter the OTP (or have the team member provide it securely) and click Continue to complete the change. 2. **Edit** the **Phone number** and enter the new number. ![Step 2 of 4: Edit the Phone number and enter the new number](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080706898/original/cVCo8j598y4_8xHd9lQ1-hFImsv3dz_5bQ.png) **Step 2 of 4: Edit the Phone number and enter the new number** This screenshot accompanies step 2 of 4 in the "B) Update a team member’s phone number (admin)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you edit the Phone number and enter the new number. The next step is to on Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. - What to fill in: Edit the Phone number and enter the new number. - Controls: Edit, Phone number, Settings → Team, Choose how to verify, team member’s, Continue, not - Next: On Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. Full procedure: 1. Go to Settings → Team and open the team member’s profile. 2. Edit the Phone number and enter the new number. <- this image 3. On Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. 4. Enter the OTP (or have the team member provide it securely) and click Continue to complete the change. 3. On **Choose how to verify**, select an available channel. The code is delivered to the **team member’s** verified email/phone, or they can provide the code from their Authenticator App. ![Step 3 of 4: On Choose how to verify, select an available channel. The code is…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155063876182/original/mDHi_zKqFVMHuS3Iilc6XCVGTH3Ic_6KQA.png) **Step 3 of 4: On Choose how to verify, select an available channel. The code is…** This screenshot accompanies step 3 of 4 in the "B) Update a team member’s phone number (admin)" section of "Mandatory 2FA for Phone Number Updates". At this point in the walkthrough you on Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. The next step is to enter the OTP (or have the team member provide it securely) and click Continue to complete the change. - What to fill in: On Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. - Controls: Choose how to verify, team member’s, Settings → Team, Edit, Phone number, Continue, not - Next: Enter the OTP (or have the team member provide it securely) and click Continue to complete the change. Full procedure: 1. Go to Settings → Team and open the team member’s profile. 2. Edit the Phone number and enter the new number. 3. On Choose how to verify, select an available channel. The code is delivered to the team member’s verified email/phone, or they can provide the code from their Authenticator App. <- this image 4. Enter the OTP (or have the team member provide it securely) and click Continue to complete the change. 4. Enter the OTP (or have the team member provide it securely) and click **Continue** to complete the change. **Security reminder:** OTPs will **not** be sent to the new number you’re adding. --- ## **Troubleshooting** If you encounter errors or cannot complete verification, use these targeted tips to resolve common issues quickly. - **No verification options available:** Set up **TOTP** or verify your **email** first. You must have at least one verified channel to proceed. - **Don’t see SMS as an option:** Your current phone is not verified. Use Email/TOTP or verify the existing number. - **OTP not received:** Check spam/junk, confirm you have network coverage for SMS, and request a new code after the resend timer allows. - **Daily limit reached:** You’ve hit the 5 attempts/day limit. Wait for the reset and try again. Consider completing TOTP setup to reduce reliance on SMS. - **Lost access to both email and phone:** Use **backup codes** (if enabled) or contact your account owner/admin for assistance. --- ## **Frequently Asked Questions** **Q. Why can’t I send the OTP to my new phone number?** For security, OTPs only go to channels already verified on your account. This blocks attackers from adding a new number and receiving the OTP there. **Q. I don’t see SMS as a verification option—what should I do?** SMS appears only if your **existing** phone is verified. Use **Email** or **Authenticator App (TOTP)** instead, or verify your current phone first. **Q. How many times can I attempt a change per day?** You can attempt up to **5** phone/email changes per user per day. After that, you’ll be temporarily blocked until the counter resets. **Q. Who receives the OTP when an admin updates a user’s phone?** The **user** being edited. OTPs are sent to that user’s verified channels, not to the admin. **Q. Can I use my authenticator app instead of Email/SMS?** Yes, if you’ve enabled **TOTP** for your account, you can select **Use Authenticator App** during verification and enter your current 6‑digit code. **Q. What if I’ve lost access to both my email and phone?** Use **backup codes** (if available) or contact your account owner/admin for identity verification and recovery support. **Q7. Does this change anything about updating my email address?** Email updates already require 2FA. Phone updates now follow the same security standard for consistency and safety. --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com