Two Factor Authentication User Guide

Two-factor authentication, commonly referred to as multi-factor authentication, allows you to make your Careview 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 Careview 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 account.
3. via email—the access code will be sent your email address linked to your Careview 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 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 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 User Account.  2FA is by default set to send the Access Code to your email address linked to your Careview Account.

Ask your System Administrator to update your mobile number on your Careview User Account and Reset your 2FA authentication method.

How to Reset 2FA?

Note:    Only a System Administrator has access to reset 2FA on a User Account.

1. Go to Settings > Security > User Accounts.
2. User Account Setting screen displays.  Under 'Action', click on the padlock icon .
3. The Two-Factor Authentication screen displays.  Under Actions, click on Reset 2FA.
4. A 2FA Reset confirmation popup screen displays.  Click on OK.
5. Ask the User to Logout and then Log back into Careview and they will be presented with the Security Method selection screen.

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 our Customer Support Team at support@careviewapp.com or Create a Ticket via the Help Centre.

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 ask your System Administrator or contact our Customer Support Team at support@careviewapp.com to Reset your 2FA so you can change the delivery method to your Email address.

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 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 Account.  If you want to change this address, you will need to update your login details.

What if I change my mobile number?

1. Please ask your System Administrator to do the following;

1. Update the mobile number on your Careview 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 User Account.