Skip to content

Help and support

Healthcode Account | Two-Factor Authentication (2FA) – Frequently Asked Questions

Healthcode Account

Healthcode Account | 2FA FAQs

What’s 2FA?

2FA is an access management method that we’ve implemented to add an additional layer of security to the data held in your Healthcode Account. Put simply, 2FA needs two forms of identification to be inputted before you log in – the first is your login credentials (username/email address and password) and the second is the code that’ll be generated using your mobile phone.

Do I have to use it?

Unless you’re a user on an account where a manager has made 2FA mandatory, you can choose if you want to turn the feature on. It’s something we would recommend as your Healthcode Account is the gateway to all the data in the products and services you use.

How easy is it to get the code?

Using your mobile, we support any TOTP (Time-based One-Time Password) authenticator apps e.g. Google Authenticator, Microsoft Authenticator, DUO or you can simply get an SMS (text). We may add more ways to get the code in the future – this’ll depend on available technology and your feedback.

How do I set it up?

When you log into your Healthcode Account you’ll see a splash screen. Simply click Set Up to get started. Not quite ready? Just click Remind me again next time. Even if you don’t want to set up 2FA for now, you can always add it when you’re ready by clicking the person icon in the top right-hand of the screen, select My Account from the menu and then select Two-Factor Authentication from the left-hand menu.

What happens if I lose my mobile?

When you set up 2FA you’ll see a link to your recovery codes – there are twelve. Download these and keep them safe on a different device as you can use one of these to access your account if you don’t have access to your phone. Once you’ve used all of them you can generate a new batch.

If you lose your recovery codes, just get in touch with us. We’ll be able to help once we’ve verified who you are.

How do I change the device I use for 2FA?

We recommend logging into your account using your current method – or one of the recovery codes if you’ve lost your phone or it’s unusable. Click the person icon in the top right-hand of the screen, select My Account from the menu and then select Two-Factor Authentication from the left-hand menu. Click Remove on the 2FA method(s) chosen. You can then set up the method(s) again using your new device.


Need more support?

If you need further help just get in touch with us.

Healthcode Academy

The Healthcode Academy is run by our friendly and knowledgeable Service Delivery Associates. They offer practical and relevant modular tutorials about our products highlighting the wealth of useful features and help you to use them with confidence. Each free online session uses your own data for real-time examples and lasts between 30-60 minutes. Don’t have the time? Take a look at our bite-sized modules instead.

Learn more about Healthcode Academy

Contact support

Chat

Send us an instant message by clicking our chatbot, Harley, at the bottom right of the page. One of our Customer Services team will get back to you.