Two-factor authentication (2FA) is an extra layer of security that requires you to enter a one-time code, in addition to your username and password, each time you log into the TELUS Collaborative Health Record (CHR). This makes it harder for unauthorized individuals to access your account and patient database.
When you log in to the CHR with 2FA enabled, after entering your username and password, you must enter a verification code that you get through your chosen method: SMS (text), email, or authenticator app.
📌 Note: There is a countdown timer beside the Authentication Code field showing how long your one-time code remains valid - 5 minutes for text messages and 10 minutes for email. All codes expire immediately after successful login, regardless of their original validity period. The Resend authentication code option is temporarily disabled while the timer counts down, becoming available again once it expires so you can request a new code if needed.
If you exceed the maximum number of incorrect 2FA attempts, your account will be locked. When this happens, the system automatically sends you an email containing a secure link to unlock your account. This link is valid for 20 minutes.
Regardless of your permission level in the CHR, you can enable or disable two-factor authentication for yourself. You can also change how you receive two-factor authentication codes. Refer to Customizing your two-factor authentication method.
If you have the Edit Other Users permission, you can enable or disable two-factor authentication for any user in your clinic. Refer to Disabling two-factor authentication (2FA) for another user.
Updated December 1, 2025