Two-Factor Authentication (2FA) adds an extra layer of protection to your Client Portal. Every time you log in with your User ID and password, you'll also need a unique 6-digit code that we email to you.
How it works
- Enter your User ID and password on the login page and press 'Log in'
- A 6-digit code is emailed to the email address on your account. The page shows the address it went to, with part of it hidden
- Enter the code and press 'Verify' to reach your portal
This means that even if someone discovers your password, they cannot access your account without also getting into your email.
Codes are only sent by email, never by text. Joint users get their own codes at their own email address.
2FA is mandatory for all Client Portal accounts and cannot be disabled. This protects the sensitive personal information held within your account.
Setting up 2FA during registration
2FA is set up at Step 3 of registration, 'Secure your account':
- Under '2-Step verification', press 'Set up email codes'
- Check the email address shown is right, correcting it if needed, then press 'Send code'
- Enter the 6-digit code from that email and press 'Verify'
You'll use this same process each time you log in.
Not receiving your code?
If you're not receiving the verification code:
- Check your junk or spam folder: the email's subject starts with the code
- Wait a minute; emails can sometimes be delayed
- Press 'Resend verification code' for a new one once the countdown next to it ends. Only the newest code works, and each code works once, for 10 minutes
- If you enter too many wrong codes, that code stops working and you'll need to ask for a new one
- If too long passes after entering your password, you'll be asked to enter your User ID and password again
If you can't get into the email address on your account, or it has changed, press 'Can't get into your email?' on the code page. You'll be asked to email us at [email protected] with your full name and client reference number. If you can still log in, you can change your email address yourself (see Updating your details).
Bypass 2FA with Apple or Google
If you'd prefer not to enter a code every time you log in, you can connect Apple or Google to your account. You then log in with 'Log in with Apple' or 'Log in with Google' on the login page, and Apple or Google confirms it's you, so no emailed code is needed.
To connect one, go to 'Manage account' and look under 'Easy Log In'. See Logging in with Apple or Google for the full steps.
