What Is MFA (Multi-Factor Authentication)?
Multi-Factor Authentication (MFA), is an extra layer of security that helps keep your information safe in your customer portal. This includes your health information. Instead of relying only on a secure password, MFA asks you to provide a unique 6 digit code to confirm it’s really you.
Why is MFA important?
Your email address or passwords can be guessed or stolen in another organisation’s data breach, so enabling Multi-Factor Authentication (MFA) protects your account even if someone gets hold of your email address or password, because they would still need the second step to sign in.
How does it work?
Every time you login, after entering your password, you will be asked to:
Enter a unique 6-digit code which will be sent to your registered mobile phone.
This extra step aims to ensure that only you can access your account.
Do I have to enable MFA on my account?
Enabling Multi-Factor Authentication (MFA) significantly reduces the risk of harm if someone obtains your email address or password and attempts to access your customer portal. It only takes a few minutes to set up, or it may be a couple of seconds depending on how quick your mobile network provider delivers the code to you. MFA provides greater peace of mind by confirming your identity, greatly reducing the risk of unauthorised access and helping keep your personal information safe, therefore we recommend having this enabled on your account.
How do I change my mobile number?
Changing your current registered mobile number means that you will receive all MFA codes to the new mobile number that you set. Once your new mobile number has been set, you will be required to input a unique 6 digit code anytime you log-in to your patient portal.
Login to your Patient Portal.
Select “Profile” from the left navigation menu.
Click on the “Phone Number” section
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Type in your new mobile phone number
Select ‘Update profile’ to prompt the confirmation of your updated details
Type in the unique 6 digit code sent to your newly appointed mobile number
- Once your unique 6 digit code has been successfully accepted, your updated details will be permanently saved.
Once your mobile number has been successfully changed, please be aware that you will also receive an email notification from us advising on the change you have made to your personal details. If you did not change your details, we encourage you to contact our support team.
What if I can’t change my details?
If you can’t access your portal to change your details, you can contact us 1800 864 878 and our staff will be able to help update your details before logging in
Can I disable MFA on my account?
Temporarily yes, however Multi-Factor Authentication (MFA) will soon be a mandatory security requirement for all patient accounts.
If you prefer not to use MFA, you can still receive support and complete any actions you need by contacting our team on 1800 956 286. We are able to assist with tasks such as placing orders, updating information, or booking consultations.
Device Login Notifications
When you login to your customer portal with a new device, you will receive a new device login notification feature to help you stay informed and in control of your account’s security.
Whenever your account is accessed from a device we don’t recognise, you’ll receive a notification letting you know. This alert is designed to give you quick visibility so you can confirm whether the login was made by you or someone you trust on your behalf. If it wasn’t, you’ll have the opportunity to take action right away, such as resetting your password.
If the login notification was not from a device you recognise, we encourage you to contact our support team.