Multi-factor authentication (MFA), also known as 2FA or two-factor authentication, adds an extra layer of security to your CareLineLive account. Even if someone guesses your password, they'll still need a second verification method to gain access, significantly reducing the risk of unauthorised access.
CareLineLive supports three MFA methods:
TOTP (recommended) (Time-based One-Time Password) using Google Authenticator or similar application
SMS (text message) using a single use passcode
Recovery codes: when setting up MFA, you’ll be given a set of recovery codes. Each code can only be used once.
Setting up MFA for your account
If you're a management portal user, you can opt yourself in to MFA; otherwise your system administrator may choose to make MFA a requirement for your account.
When MFA is enforced for your account you'll receive an email notification. The next time you log in using your email address and password, you'll be required to set up MFA before continuing.
Management Portal
Navigate to your profile: Log in to CareLineLive and click your avatar at the top of the main navigation.
Access MFA settings: On the right-hand side of your profile, click Multi-Factor Authentication.
Carer app
If you’re a carer who does’t have access to the management portal, please ask your system administrator to enable MFA for your account.
Setting up MFA
Confirm your identity:
You'll be asked to enter your mobile number and password to verify your identity before enabling MFA.
An SMS message containing a 6-digit verification code will be sent to your mobile number. Enter this code in the provided field to verify your number. This is required even if using Google Authenticator, as it provides a backup login method.
Management Portal  | Carer Companion App  |
Verify your mobile number:
Enter the code we sent to you to verify your phone number
Management Portal  | Carer Companion App  |
Download recovery codes:
A list of recovery codes will be generated.
Download these codes and store them securely offline.
These codes are crucial if you lose access to y
our authentication app or phone.
Management Portal  | Carer Companion App  |
Set up your authenticator app (TOTP):
Install the app:
Check with your organisation if there’s a recommended authenticator app that you should use.
If you don't have a recommendation or any other authenticator app, we recommend using Google Authenticator.
Download the Google Authenticator app from the Play Store (Android) or App Store (iOS).
Link your account:
Open the Authenticator app.
You'll be presented with the option to scan a QR code or enter a setup key. Choose scan a QR code.
Scan the QR code:
On your CareLineLive management portal, a QR code will be displayed. Scan this code with the Google Authenticator app.
If scanning a QR code is not an option, you can instead use the setup key.
Verify the connection: Once your account is added to the app, it will start generating 6-digit verification codes. Enter one of these codes into the field on the CareLineLive to confirm that the setup is working correctly.
Management Portal  | Carer Companion App  |
Complete setup:
Click Verify. You're all set! The next time you log in, you'll be prompted to enter a code from the your authenticator app.
If you can't access the app, you can choose to receive a one-time code via SMS or use one of your recovery codes.
Troubleshooting
Lost your recovery codes? Unfortunately, if you lose your recovery codes, you will need to contact your system administrator to reset your MFA.
Issues with your authenticator app? Ensure that the time on your phone is accurate. Inaccurate time can prevent the app from generating valid codes.
Problems receiving SMS messages? Check your phone's signal and ensure that your mobile number is correctly entered in your CareLineLive profile.
By following these steps, you can significantly improve the security of your CareLineLive account and protect your sensitive information. If you have any further questions, please contact our support team.