Signing in with the app
Here’s what to expect when you sign in to the Manage My Health App.
Signing in to the app with email verification
Enter your email and password as usual
You'll see a notice that two-step verification is now active on your account.
Check your email for a 6-digit code
Look for an email from Manage My Health. Check your spam folder if you don't see it.
Enter the code on the "Two-step verification" screen
The code is valid for 20 minutes. You can request a new one if needed.
Set up Face ID or fingerprint (optional)
After your first successful login, you can turn on biometric login so you won't need to enter a code every time.
Watch: Logging in with the app
This short video shows you what to expect when signing in to the Manage My Health mobile app using email-two-step verification and enabling Face or fingerprint ID.
General
What is Two-Step Verification?
Two-step verification (also known as Multi-Factor Authentication or MFA) adds an extra layer of security to your account. In addition to your username and password, you’ll need to enter a one-time verification code to confirm your identity when logging in.
Why is Two-Step Verification now mandatory?
Two-Step Verification is now required for all users to provide consistent protection for sensitive health information.
It helps:
- Protect your personal and medical data
- Prevent unauthorised access
- Improve overall account security
Can I turn off Two-Step Verification?
No. Two-Step Verification (MFA) is now enabled by default in Manage My Health and cannot be turned off.
Why can’t it be disabled?
- Protect your personal health information
- Prevent unauthorised access
- Strengthen overall account security
- Meet modern healthcare security standards
Can I use Face ID or fingerprint on the mobile app?
Yes. After your first successful email verification, you can enable Face ID or fingerprint login for faster future access.
Will I still need email verification if I use biometrics?
No. If Biometrics is set up correctly, you will be able to login to the Mobile App, without email verification.
What happens if I change or lose my mobile device?
Simply install the app on your new device and log in using your username, password, and email verification code.
Do I need internet access for Two-Step Verification?
Yes. Internet access is required to receive and enter verification codes.
Email Verification
How does Two-Step Verification work on the mobile app?
- Enter your username and password, sign in.
- A verification code is sent to your registered email.
- On the Two-Step Verification screen, enter the code
- Then Click Verify & Continue
- After your first successful verification, you may enable biometric login (Face ID or fingerprint) for faster future sign-ins.
How does Two-Step Verification work in the app?
When you sign in to the app, after entering your password you’ll receive a one-time code by email.
Enter this code in the app to complete sign in. The code expires after 10 minutes.
How long is the email verification code valid for?
The email verification code is valid for 20 minutes.
What this means:
- You must enter the code within 20 minutes of receiving it
- After 20 minutes, the code will expire and you will need to request a new one
- If you have not received the code (usually sent within seconds), you can request a resend after 3 minutes on the Two-Step Verification page
If your code has expired, simply request a new verification code and try again.
What if I can't find my verification email?
Here are some things you can try:
- Search your inbox — Try searching your email for: ManageMyHealth OTP Security Code. The email may be in Spam, Junk, Promotions, Updates or another inbox category.
- Check your Spam or Junk folder — Sometimes verification emails end up there by mistake.
- Check other inbox tabs or categories — If you use Gmail, Outlook or another email provider, the email might be in Promotions, Updates, Social or other tabs.
- Allow more time for delivery — In some cases, emails can take a few minutes to arrive due to email filters, firewalls or network settings.
- Make sure you’re using the right email — If the email address shown isn’t yours, you may be using a different account. Try logging in with a different email.
- Still can’t find it? — You can request a new code by tapping ‘Resend code’ on the verification screen.
Troubleshooting
What happens if I enter the wrong verification code?
You will see an error message.
You can return to the verification screen and try again.
Multiple failed attempts may temporarily lock your account.
Can my account get locked if I enter the incorrect verification code multiple times?
Yes. For security reasons, if multiple incorrect verification codes are entered, your Manage My Health account may be temporarily restricted.
What should I do if this happens?
- Wait a short period and try again with a new verification code
- Ensure you are using the most recent code sent or generated in your authenticator app
- If the issue continues, contact Manage My Health Support for assistance: managemyhealth.co.nz/support/
What should I do if I get a code I did not request?
If you receive a Two-Step Verification code that you did not request, do not enter the code. This may indicate that someone else is trying to access your account. If you are concerned, you can contact Manage My Health Support for assistance: https://managemyhealth.co.nz/support/
Biometrics
Biometrics Verification
How do I set up biometric sign-in?
Go to Settings > Account > Security in the app.
From there you can enable biometric verification (fingerprint or Face ID) if your device supports it.
You’ll be asked to verify with email once before biometrics are activated.
Will I still need email verification if I use biometrics?
No. If Biometrics is set up correctly, you will be able to login to the Mobile App, without email verification.
Can I use Manage My Health on multiple devices?
Yes. You can sign in to your account on multiple devices.
Each device will require Two-Step Verification when you sign in.
What happens if I change or lose my mobile device?
Simply install the app on your new device and log in using your username, password, and email verification code.
Troubleshooting
My biometrics aren't working. What should I do?
Make sure biometrics are enabled on your device and that you’ve granted the Manage My Health app permission to use them.
If the problem persists, disable and re-enable biometrics in Settings > Account > Security.
Why does the app keep asking me for Two-Step Verification even though I have biometrics enabled?
The app requires verification each session. Biometrics replaces the email code for the second step — if biometrics fail or aren’t recognised, the app falls back to email verification.
Trust this device
FAQs
Can I trust this device on mobile?
You can use “Trust This Device” on the mobile responsive website, but not on the mobile app.
Mobile responsive (browser)
- You can select “Trust This Device” when logging in via your mobile browser
- The device will remain trusted for 90 days
- You will not need to enter a verification code every time on that browser during this period
Mobile app
- The “Trust This Device” option is not available in the app
- Instead, you can use biometric login (Face ID or fingerprint) for faster access
How do I log in faster on the mobile app?
Instead of trusting the device, you can use biometric login, such as:
- Face ID
- Fingerprint
This allows secure and faster access without needing repeated verification.
Still need help?
Contact our support team.