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Customizing your two-factor authentication (2FA)

Enable, modify, or disable two-factor authentication for your CHR user account

Updated over 4 months ago

Regardless of your permission level in the TELUS Collaborative Health Record (CHR), you can enable or disable two-factor authentication (2FA) for your account. You can also change how you receive two-factor authentication codes.

💡 Tip: 2FA using an authentication app is the most secure and the method we recommend.

📌 Note: If you are using PrescribeIT®, you must use SMS or your authentication app to get the 2FA code. You cannot use email.

Steps

1. From the main menu, click Settings > Personal information > Security.

💡 Tip: Alternatively, at the top of the main menu, click your avatar image > Security.

2. To disable 2FA, select None.

3. When prompted to confirm, select the checkbox and click Disable 2FA.

4. Enter your current password and click Submit.

5. To enable 2FA or modify how you receive 2FA codes, select Email, SMS (text), or Authentication App.

5. Depending on the authentication method you selected, complete the steps below.

Authentication method

Steps

Email

  1. Click Email.

  2. When prompted to authenticate, type your CHR password and click Submit.

    📌 Note: The CHR uses the email address you use to login.

SMS

  1. In the Phone number field, enter your mobile number and click Register Number.

  2. The system sends you a confirmation code to the mobile number registered. Type the code in the Confirmation Code field, and click Confirm Code.

    📌 Note: You can remove or update the mobile number by clicking Remove Number. When prompted to confirm, select the checkbox and click Disable 2FA. Follow the steps above to add a new number.

Authentication App

⚠️ Important: To use an authentication app, you must download an authentication app on your mobile device or desktop computer to generate verification codes, such as:

A Setup Authentication App window appears with a QR code and alphanumerical code.

  1. Open the downloaded authentication app on your device.

  2. Scan the QR code with your camera, or manually enter the displayed code into into the app.
    A 6-digit code appears in your authentication app.

  3. Click Next step.

  4. Enter the code in the 6-digit code field.

  5. When prompted to authenticate, type your CHR password and click Submit.

  6. Click Close.

📌 Notes:

  • If you can't receive the 2FA code (for example, if you have misplaced your phone or are unable to login to your email), contact your clinic's CHR administrator. The administrator can temporarily change the two-factor authentication method or turn off 2FA for you. For more information, see Disabling two-factor authentication (2FA) for other users.

  • If you have been locked out of your account due to failed 2FA attempts, the system automatically sends an email with a secure link. Click this link to resume normal login.

Updated March 18, 2025

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