Multi-factor authentication (or MFA, 2FA, two-factor authentication) adds an additional verification step when logging in.

In the event that your password is ever compromised, the additional step greatly reduces the likelihood of unauthorised access.

CareLineLive offers two different MFA methods: Google Authenticator App (recommended), and SMS .

Set up MFA for yourself

To enable MFA for your user account, head to accounts and click on your name. On the right hand side click multi factor authentication.


Getting started

You will be directed to a form asking you to enter your mobile number and your password to confirm that it is you before enabling MFA.

Recovery codes

You will then be given a list of recovery codes, download these, and keep them in a safe place.

Verify your mobile number


Verify your mobile number - an SMS will be sent to your number with a 6 digit code, enter this in the box to verify.

Set up Google authenticator

Next, you'll need to link the Google Authenticator app.

Don't have the app? You can download it on your mobile device by searching for "Google Authenticator" on the Play Store (Android) or App Store (iOS).

If you have not used the app before, you will need to set up your first account by either scanning a QR code or entering a setup key.


Choose scan a QR code and scan the code that will be generated on your CareLineLive management portal. Once you are registered, you'll start seeing 6-digit verification codes within the app. Enter a code in the box provided to make sure everything is working correctly.

Click verify and you're all done! The next time you log in, you will be asked to enter a code either from the Google authenticator app, or you can send a one-time code via sms to the mobile number used.

Requiring a user to set up MFA (administrators only)

You can only set up multi factor authentication for your own account, but you can specify that another account needs to set it up.

To do this, head to Accounts, select the user you wish to require MFA for and click the multi factor authentication box in the actions panel.

A new box will appear with a checkbox labelled "Require <name> to set up MFA", select this to require that user to set up MFA when they next log in.

Next time they log in they will be taken immediately to the set up screen and be required to use MFA in future.

To remove the MFA requirement, simply uncheck the box.

Disabling MFA for another user (administrators only)

If another user is having trouble logging in using MFA, you can disable it for them. They will then be able to login using only their email address and password.

If the account has MFA required, they will be asked to set up MFA again the next time they login.

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