What is Message Hub PIN Security?

Message Hub PIN Security protects sensitive actions in Message Hub with a 4-digit PIN. There is one PIN per account, shared by everyone who uses the account. This extra layer of security ensures your account and contacts remain safe from abuse.

When do I need a PIN?

You’ll only be asked for your PIN when performing critical actions in Message Hub:

Creating a new message template
Creating an invitation with a guest phone number, when you have active SMS templates
Scheduling messages that include an SMS
Sending or resending an SMS straight away
Sending several messages at once when any of them is an SMS
Uploading a contact (CSV) file

Simply opening Message Hub does not require a PIN, and a trusted device may not ask again (see below).

Grace period explained

You have 30 days from your first Message Hub action before a PIN becomes mandatory.
During the grace period, you’ll see a reminder modal encouraging you to set up your PIN.
After 30 days, the PIN setup is required before you can continue with sensitive actions.

How to set up your PIN

PIN setup starts when you first try one of the protected actions above, for example submitting a new template or a new invitation.

Set up the PIN: choose a 4-digit PIN to secure your actions.

Provide the phone number: enter the phone number that will receive your codes.

Confirm your phone number: enter the 6-digit code we send you by SMS.

You'll see PIN is activated. Your current device will be trusted for 30 days.

How to change your PIN phone number

Open your Profile from the user menu.
Find the phone number section for your Message Hub PIN and click Change.
Enter your current PIN and the new phone number.

This changes the phone number that receives your PIN codes. It doesn't change the PIN itself.

How to reset or change your PIN

Forgot your PIN, or want a new one? Here’s how to reset it:

Click Forgot PIN? when you're asked for your PIN.
Enter the 6-digit code sent to your registered phone.
Create a new 4-digit PIN.
You’ll receive both an email and SMS alert confirming the change.
Resetting your PIN removes trust from the other devices on the account, so anyone using them is asked for the new PIN at their next protected action.

Trusted devices & PIN prompts

A trusted device won’t ask for your PIN again for 30 days.
Logging in from a new device or browser, or after 30 days, will trigger the PIN prompt again.

Security alerts

Every time a PIN is set up or changed, you’ll receive:

An email alert to your account owner's address
An SMS alert to your registered phone

These alerts include the timestamp and device information for extra transparency.

Lost phone scenario

If you lose access to your registered phone number:

You won’t be able to reset your PIN yourself.
Click Lost phone? or email [email protected], and our team will reset your phone and PIN for you.

✅ With Message Hub PIN Security, your messages, templates, and contacts stay protected.

Troubleshooting

Why your SMS code may not be accepted

If your SMS verification code isn’t working, here are the most common reasons and how to fix them:

The code expires after 5 minutes. Each code is valid for 300 seconds (5 minutes); after that, it can’t be used.
You may have requested a new code too quickly. There’s a 60-second cool-down between code requests. Wait a minute before trying again.
Always use the most recent code. Every new request creates a new session, which invalidates any earlier code.
Check your phone number format. It must follow E.164 format, for example: +15551234567 (with the country code).
Carrier delays or spam filters can affect delivery. If your network is slow or flags short codes as spam, your code might arrive too late to be valid.

Too many wrong PIN entries

After 5 wrong PIN entries within 15 minutes, PIN entry is locked for 15 minutes. Wrong entries while changing your PIN phone number count too.

How Message Hub Security works for offices with multiple staff

You do not need staff to use their personal mobiles. Here are a few options:

Trusted devices per workstation: set up Message Hub Security once (with a single office phone number). Then on each office computer/browser, log in, attempt a protected action once and enter the 4-digit PIN: the device becomes trusted. A trusted device remains valid for ~30 days and auto-extends with continued use. Staff won't be prompted again on that device unless cookies/storage are cleared or 30 days elapse without use.
Shared office number: use a shared SMS-capable number (an office mobile, SMS-enabled desk/VoIP line, or a shared virtual number like Google Voice/Twilio). Codes go to that shared device/inbox instead of personal phones.

If neither option suits your office, contact [email protected]. Our team can switch off the PIN requirement for your organisation, so protected actions no longer ask for a PIN. This can only be done by our support team; it isn't a setting you can change yourself.

🤝 Need help?

Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.

You can also reach out to our team at [email protected], and we'll be happy to help.