Two-factor authentication, commonly referred to as multi-factor authentication, allows you to make your Careview Connect User Account more secure by requiring authentication beyond a simple username and password when logging in.

How does it work?

1. You will still use your email address and password to sign into your Careview Connect User Account as you normally would.
2. When you first sign in, you will be prompted to select a Security Method.  There are two options available.

2. via an SMS – the access code will be sent to your mobile device that is linked to your Careview Connect User Account.
3. via email—the access code will be sent your email address linked to your Careview Connect User Account.

3. Then you will need to enter the access code either sent via SMS or email to verify that it's you.

Signing in with 2FA

SMS 2FA

1. Sign in to your Careview Connect User Account as normal, using your email address and password.
2. When you click on the Login button, an SMS message with an Access Code is sent to you automatically.
3. Enter the code in, then click on Continue.

Email 2FA

1. Sign in to your Careview Connect User Account as normal, using your email address and password.
2. When you click on the Login button, an email with an Access Code is sent to you automatically.
3. Copy the code in, then click on Continue.

Tip:    If you don’t want to use 2FA every time you sign in, set the Skip this step for 30 days toggle box to Yes.

Troubleshooting

Why wasn’t I given an option to choose to receive my Access Code via SMS?

If a mobile number is not present on your Careview Connect User Account.  2FA is by default set to send the Access Code to your email address linked to your Careview Connect User Account.

Contact the Provider who granted you access, to update your mobile number on your Careview Connect User Account and Reset your 2FA authentication method.

My 2FA code email hasn’t arrived

If your email takes longer than 2-3 minutes to arrive, start by refreshing your email Inbox.

You can also:

4. check your junk or spam folder and mark any 2FA emails as ‘not spam’
5. add @careviewapp.com to your address book or trusted sender list
6. star, flag, or mark your 2FA emails as important. This tells your mail provider that you want these messages
7. whitelist our IP address. Ask your IT administrator to add “198.37.156.227” to the whitelist so that emails sent from this IP address are not blocked

Still not getting 2FA emails?

Please contact the Provider who granted you access, they will raise a support ticket on your behalf to investigate and resolve the issue.

Have you entered an expired code?

The code will expire after 10 minutes, simply click on the Resend Access Code button to receive a new code.

I temporarily don’t have access to my phone

Left your phone at home?  Please contact the Provider who granted you access, to Reset 2FA on your User Account, so when you Login again, you can change the delivery method to your Email address.

Why is my Connect User Account Locked?

When you have reached 3 failed attempts to enter a valid Access Code, you will receive a warning that you will have only 2 more attempts to enter a valid Access Code.

Where you have reached 5 failed attempts to enter a valid Access Code.  Your account will be Locked for a period of 30 minutes, after 30 mins your will be able to retry entering a new Access Code.

If you have any issues, please contact the Provider who granted you access to Careview Connect for assistance with resetting your 2FA Access.

Note: Whilst your account is Locked you will be unable to Reset your Password.

FAQS

Do I need to enter a 2FA code every time I sign in?

Whenever you sign in with a new device or browser, you will need to enter an access code.

If you don’t want to enter a code every time, set the Skip this step for 30 days toggle box to Yes on the Sign in access code screen, before you click on Continue.  Careview Connect will remember this device and you will not be asked for a code for the next 30 days.

How do I change my 2FA email address?

If you use email as your 2FA delivery method, your access codes are sent to the email address you use to sign into your Careview Connect User Account.  If you want to change this address, you will need to update your user name.

What if I change my mobile number?

1. Please ask the Provider who granted you access, to do the following;

1. Update the mobile number on your Careview Connect User Account.
2. Reset 2FA.

2. Once the above has been completed.  Logout and Log back into your account and select your Security Method.
3. All future Access Codes will be sent to your new mobile number update on your Careview Connect User Account.