Two-factor authentication (2FA) is an extra layer of security that can be used when you log into your TELUS Collaborative Health Record (CHR) account, reducing the possibility of unauthorized access to your account and patient database.

Once you have enabled two-factor authentication, and you login to your CHR account with your username and password, an additional window appears. You must verify yourself by entering the 2FA code you receive either via SMS, email or authentication app, before you can sign into your CHR account. This code expires once you are logged into the CHR.

📌 Note: Codes sent via SMS are active for 5 minutes, codes sent via email are active for 10 minutes, and the codes sent via your authenticator app are active for 30 seconds.


  1. From the main menu, click Settings > Security > User.

  2. Under Two Factor Authentication, select Email, SMS, or Authentication App.

    ⚠️ Important: If you want to use an authentication app, you must download an authentication app on your mobile device to generate verification codes, such as Google Authenticator.

  3. If you select Email:

    a. Click Save Settings.
    An authentication window appears.
    b. In the Current Password field, type your CHR password.
    c. Click Submit.
    📌 Note: The CHR uses the email address you use to login.

  4. If you select SMS:

    a. In the Phone number field enter your mobile number, and click Register Number.
    An authentication window appears.
    b. In the Current Password field, type your CHR password.

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

    e. Click Save Setting.

    📌 Note: You can remove or update the mobile number by clicking Remove Number and confirming the action by clicking Okay. Follow the steps above to add a new number.

  5. If you select Authentication App:

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

    a. Open the downloaded authentication app on your device.

    b. 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.

    c. Click Next.

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

    e. Click Next.
    A confirmation message appears.
    f. Click Close.

    g. Click Save Setting.

    📌 Note: If you want to remove two-factor authentication, select None. If you want to change the method of authentication, select Email, SMS, or Authentication App and follow the above steps.

💡 Tip: 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 manager who can temporarily change the two-factor authentication method or turn off 2FA for you. See Editing other user's settings.

Updated September 17, 2021

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