Multi-factor authentication (MFA) protects your Kartra account by requiring a one-time verification code in addition to your login email address and password.
MFA is required for all Kartra accounts. You can use either of these methods:
Email authentication: Receive a verification code at your registered login email address.
Authenticator app: Generate verification codes using an app installed on your mobile device.
Email MFA is enabled by default. You can enable an authenticator app and keep both methods active, or choose to use only one.
Recommended: Keep both methods enabled. This gives you an alternative way to log in if you temporarily lose access to your email or authenticator app.
Set up MFA
Install an authenticator app
To use mobile MFA, you need an authenticator app that supports time-based one-time passwords (TOTP).
If you already use an authenticator app for another service, you can use the same app for Kartra.
Examples include Google Authenticator, Microsoft Authenticator, and Authy.
To install an authenticator app:
Open your mobile device's official app store, such as the Apple App Store or Google Play.
Search for an authenticator app.
Select an app from a reputable provider and install it.
Follow the app's instructions to complete its initial setup.
You can now connect the app to your Kartra account.
Enable mobile app authentication
Log in to Kartra and open your Profile.
Click Enable mobile app.
Enter your current password in the pop-up window.
Click Log out to sign out and begin the MFA enrollment process.
On the Kartra login screen, enter your email address and password.
Click Continue.
Open your authenticator app and scan the QR code displayed on the Kartra screen.
Enter the six-digit code generated by your authenticator app into the one-time code field.
Click Continue.
If you cannot scan the QR code:
Click Trouble Scanning? on the Kartra enrollment screen.
Copy the enrollment code displayed.
Open your authenticator app and look for an option to add an account manually.
Enter the enrollment code. Depending on your app, this may be called a setup key or secret key.
Return to Kartra and click Continue to proceed.
Save your MFA recovery code
During mobile MFA setup, Kartra provides a recovery code that you can use if you lose access to your authenticator app or mobile device.
Copy the recovery code displayed on the final setup screen.
Store it somewhere secure and accessible to you.
Select I have safely recorded this code.
Click Continue to complete setup and access your account.
Important: Kartra does not send your recovery code by email or provide it through another delivery method. You must save it when it appears.
Recovery codes are single-use. Instructions for logging in with a recovery code are included later in this article.
Enable email authentication
Email MFA is enabled by default. If you previously disabled it, you can enable it again from your Profile.
Open your Profile.
Click Enable email.
Enter your current password in the pop-up window.
Click Enable email to confirm.
Once enabled, you can receive one-time verification codes at your registered login email address.
Manage MFA methods
You can enable both MFA methods or disable one of them.
Disable an MFA method
Log in to Kartra and open your Profile.
Locate the MFA method you want to disable.
Click Disable for that method.
Important: You cannot disable both email and mobile MFA. At least one method must remain active.
If you disable mobile MFA, remove the old Kartra entry from your authenticator app once you have confirmed that you can still access your account using another method.
Codes generated by the disabled app connection will no longer work. If you enable mobile MFA again later, you must repeat the enrollment process and connect your app using a new QR code.
Log in with MFA
Go to https://app.kartra.com/login.
Enter your account email address and password.
Continue to the MFA verification screen.
Retrieve your verification code using the method enabled for your account:
Authenticator app: Open your connected app and locate the six-digit code for the correct Kartra account.
Email: Check your registered email inbox for a message from [email protected] with the subject Your authentication code.
Enter the six-digit code on the Kartra login screen.
Click Log in.
Email verification codes remain valid for five minutes after being sent. If you request multiple codes, only the most recently generated code will work.
Choose another verification method
If both email and mobile MFA are enabled, Kartra requests an authenticator app code first.
To use email instead:
On the MFA verification screen, click Try another method.
Select Email under Other Methods.
Retrieve the verification code from your registered email address.
Enter the code to complete login.
Remember a trusted device
When logging in, you can select Remember this device for 30 days.
This allows you to skip MFA verification on that browser for up to 30 days.
After 30 days, you must verify your identity again.
You will also need to complete MFA verification if you:
Clear your browser cookies.
Use another browser.
Log in from another device.
Important: Never select Remember this device when using a public, shared, or untrusted device.
Log in using your MFA recovery code
If you lose access to your mobile device or authenticator app, you can use the recovery code saved during mobile MFA setup.
Go to https://app.kartra.com/login.
Enter your account email address and password.
On the MFA verification screen, click Try another method.
Select Recovery code.
Enter your saved recovery code.
Click Continue.
Copy the new recovery code generated by Kartra and store it somewhere secure.
Click Log in.
Important: Each recovery code can only be used once. After using a recovery code, Kartra generates a replacement. Your previous code becomes invalid.
If you changed your phone or authenticator app, review your MFA settings after logging in and set up mobile authentication again if necessary.
Troubleshoot MFA login issues
MFA email not received
MFA email not received
If you are expecting a verification code by email but cannot find it:
Confirm the active MFA method. If the login screen asks for an authenticator app code, email MFA may not be active. Select Try another method to check whether email is available.
Check your email folders. Look in spam, junk, promotions, and other filtered folders.
Search for the message. Look for an email from [email protected] with the subject Your authentication code.
Access your mailbox directly. Sign in through your email provider's website rather than a third-party email application, such as Apple Mail or Outlook, which may introduce additional delays.
Add Kartra as a safe sender. Add [email protected] to your email provider's safe sender list.
Contact your email provider if necessary. Ask whether server-side filtering or security rules may be preventing the message from appearing in your mailbox.
An email can be accepted by a receiving mail server without appearing in the inbox. Mailbox filtering may prevent you from seeing the message even when delivery was successful.
Email MFA code is invalid or expired
Email MFA code is invalid or expired
Email verification codes are valid for five minutes after being sent.
Requesting a new code also invalidates previous codes.
If your code is rejected:
Click Resend on the verification screen, or restart the login process.
Open the most recent verification email.
Copy the new code and enter it into Kartra.
Complete the verification before the code expires.
If emails arrive late, access your mailbox directly through your email provider's website to avoid delays caused by other email applications.
Authenticator app code is invalid
Authenticator app code is invalid
If Kartra rejects the verification code generated by your authenticator app, try the following troubleshooting steps:
Check the correct account: If your authenticator app contains multiple entries, make sure you're using the code associated with the correct Kartra account.
Use the latest code: Authenticator codes change frequently. Wait for a new code to appear and enter it before it expires.
Check your device's date and time: Authenticator apps rely on accurate time synchronization. Make sure your phone's date and time are set automatically, then try again.
Restart the authenticator app: Close the app completely and reopen it before generating another code.
Check for app updates: Make sure you're using the latest available version of your authenticator app.
Clear cached data, if supported: Check whether your authenticator app offers an option to clear its cache. Avoid deleting app data or saved accounts, as this could remove your authentication credentials.
Try another verification method: On the Kartra login screen, click Try another method to use email MFA or your saved recovery code, if available.
If you can access your Kartra account using another verification method, you can also try disabling and re-enabling mobile MFA to establish a new connection with your authenticator app.
When setting it up again, remove the old Kartra entry from your authenticator app and complete the enrollment process using the new QR code.
Important: Before disabling mobile MFA or removing an authenticator entry, make sure you have another working verification method. If you cannot regain access, contact Kartra Support for assistance.
Completely locked out of your account
Completely locked out of your account
If you cannot log in because you have lost access to your MFA methods and recovery code, contact Kartra Support at [email protected] from your account email to request an MFA reset.
If you cannot access your registered email address or account support code, contact Support from another email address you can access. Explain your situation and provide your Kartra subscription invoice and relevant billing information to help verify account ownership.
Important: To authorize an MFA reset, you must explicitly confirm in writing that you agree to the reset. Support cannot complete the reset without your written authorization and successful identity verification. Once your request has been reviewed and verified, the Support team will guide you through the next steps.
Lost access to your authenticator app or mobile device
Lost access to your authenticator app or mobile device
If you can no longer use your authenticator app:
On the login verification screen, click Try another method.
Select Email if email MFA is enabled.
If email authentication is unavailable, select Recovery code and use your saved recovery code.
After logging in, review your MFA settings and configure mobile authentication again if necessary.
If you have a new phone, you may need to reconnect your authenticator app to Kartra.
Frequently asked questions
How can I tell which MFA methods are enabled?
How can I tell which MFA methods are enabled?
If you can access your account, open your Profile to review your active MFA methods. If you cannot log in, the verification screen indicates where your code should come from.
If mobile MFA is active, you will be prompted to check your authenticator app.
If email MFA is active, Kartra displays a masked version of the email address receiving the code.
If both are active, you can use Try another method to switch between them.
Can I disable MFA completely?
Can I disable MFA completely?
No. Kartra requires at least one MFA method to remain active. You can use email, an authenticator app, or both.
Can I use the same authenticator app for multiple Kartra accounts?
Can I use the same authenticator app for multiple Kartra accounts?
Yes. An authenticator app can store multiple account entries. Each Kartra account has its own verification code. Make sure you select the correct entry when logging in.
Can my team members use my MFA codes?
Can my team members use my MFA codes?
You should not share your login credentials or verification codes with team members. Instead, create separate Team Member profiles for authorized users. Each team member can configure MFA for their own login credentials.