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Adaptive multi-factor authentication (MFA)

To enhance account security and align with industry best practices, Aircall is introducing mandatory adaptive multi-factor authentication (MFA) across the Aircall Dashboard, Aircall Workspace, and Mobile apps (iOS and Android).

With adaptive MFA, users will be required to verify their identity with a temporary security code sent to their email whenever a suspicious login attempt is detected. This adds an extra layer of protection without interrupting regular login routines unnecessarily.

What’s changing

Previously, two-factor authentication (2FA) was only available for the Aircall Dashboard. With this rollout:

  • MFA becomes available for the Aircall Dashboard, Aircall Workspace, and Mobile apps

  • MFA is mandatory for all users who log in using email and password

  • MFA is adaptive, meaning a verification code is requested only for suspicious login attempts—not every login

  • Privileged users in companies using SSO or Google Sign-in will also be required to use MFA

How adaptive MFA works

When a suspicious login attempt is detected, users will be prompted to complete MFA during login.

Steps: 

  1. Enter username and password as usual on any Aircall platform (Dashboard, Workspace, or Mobile app).

Aircall login page showing fields for email and password, with options to sign in using Google or SSO, and a sign-up link at the bottom

  1. If MFA is triggered, a 6-digit security code will be sent to the email address associated with the user account.

Aircall verification email showing a six-digit code with expiry time and security instructions for users who did not initiate the login attempt.

  1. Enter the code when prompted.

    Aircall verification screen prompting user to enter a six-digit code sent to their email, showing placeholders for code input and link for help.png

  2. If the code is correct and valid, access will be granted to the platform.

  3. If the code is incorrect or expired, an error message will appear.

Aircall verification screen with all six digits entered in the verification code input boxes, ready for confirmation
NOTE:
If you encounter an error or your code has expired, try logging in again to receive a new code.

MFA lockout after repeated failed attempts

To protect your account, entering an incorrect MFA code repeatedly triggers a temporary lockout. After five unsuccessful attempts, your account is briefly locked. The first lockout lasts one second, and the duration doubles with each additional failed attempt, up to a maximum of around 15 minutes.

Once a lockout period ends, you can try entering your code again.

TIP:
Waiting for the full lockout period to end before retrying helps avoid extending the delay further.

Benefits of MFA

Enabling adaptive MFA significantly improves the security of user accounts:

  • Increased security: Adds an additional authentication step beyond passwords.

  • Phishing protection: Even if credentials are stolen, a changing code adds a strong barrier.

  • Protection from compromised passwords: Reduces reliance on password strength alone.

For more details on login troubleshooting or managing users, visit the Aircall Help Center.

NOTE:
If you have an Aircall account but are experiencing login issues, please consult this article: Help logging into Aircall's Support Portal.
Jordan W.