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Log in to Provider Portal with multi-factor authentication

When multi-factor authentication (MFA) is enabled, you need to verify your identity with a code sent to your phone each time you log in to Provider Portal.

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Written by David Bayley-Hamilton
Updated over a week ago

Multi-factor authentication adds a security step to the login process. After entering your email and password, a six-digit code is sent to your registered phone number. You enter this code to complete the login. The first time you log in with MFA enabled, you also need to register your phone number.

Register your phone number (first login only)

The first time you log in after MFA is enabled, you are asked to register a phone number.

  1. Open the Provider Portal login screen.

  2. Enter your Email and Password, then click Login.

  3. On the Update Phone Number screen, enter your mobile number in international format, for example +447546XXXXXX.

  4. Click Send Verification Code.

  5. A six-digit code is sent to your phone. Enter the code and click Verify Code.

  6. You are returned to the login screen to log in again.

⚠️Important: Use the international format for your phone number — include the country code (for example +44 for the UK) and drop the leading zero.

Log in with MFA

Once your phone number is registered, the login process is:

  1. Enter your Email and Password, then click Login.

  2. A six-digit code is sent to your registered phone number via SMS.

  3. Enter the code in the Code field.

  4. Click Verify Code.

  5. You are logged in to Provider Portal.

🤓Tip: If you cannot receive the SMS, click Send code to email to receive the code by email instead.

Change your phone number

If you need to update the phone number linked to your account:

  1. Log in to Provider Portal.

  2. Navigate to My Details.

  3. Update your phone number in the Multi-factor Authentication section.

  4. Click Update.

  5. A verification code is sent to the new number. Enter it to confirm the change.

Troubleshooting

Issue

What to do

Code not received by SMS

Click Send code to email to receive it by email instead. Check that your phone number is in the correct international format.

Incorrect phone number registered

Update your number in My Details after logging in, or ask your administrator to assist.

Unable to log in at all

Contact your system administrator — they can disable MFA temporarily or update your phone number.

Related Articles
Set up multi-factor authentication in Provider Portal
Create and manage user logons in Provider Portal
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