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Manage My Health has published an update regarding the cyber security incident identified on 30 December 2025. Read the full notice here.

Please visit https://managemyhealth.co.nz/faqs/two-step-verification/ for more information regarding Two-step Verification.
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Signing in via the website

Here’s what to expect when you sign in to the Manage My Health website.

Learn more

Signing in to the portal 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.

Choose whether to trust this device

Trusting your device skips verification for 90 days. Only do this on devices you own.

Watch: How two-step verification works

This short video shows you what to expect when signing in with email-based two-step verification.

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. 

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

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 

Email Verification

How does Two-Step Verification work on the web portal?
  1. Enter your username and password, sign in.
  2. A verification code is sent to your registered email. 
  3. You will see a “Verify Your Identity” screen.
  4. Enter the code from your email to complete login.

After your first successful login, you will be directed to your Two-Step Verification settings.

Email verification provides:

  • Immediate access without extra apps
  • A consistent security baseline
  • A reliable way to confirm your identity

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.

Here are some things you can try:

  1. 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.
  2. Check your Spam or Junk folder — Sometimes verification emails end up there by mistake.
  3. 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.
  4. Allow more time for delivery — In some cases, emails can take a few minutes to arrive due to email filters, firewalls or network settings.
  5. 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.
  6. Still can’t find it? — You can request a new code by tapping ‘Resend code’ on the verification screen.

When you select “Trust This Device” during login, Manage My Health will remember the device and browser you are using. This means you will not need to enter a verification code every time you sign in from that device. 

Only trust devices you own or use regularly. You can remove trusted devices at any time in your account settings. 

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. 

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/ 

Yes. For security reasons, if multiple incorrect verification codes are entered, your Manage My Health account may be temporarily restricted. 

Your account may be temporarily locked after multiple incorrect login or verification attempts.

Please wait until the lock period ends before trying again and ensure you are using the latest verification code sent to your email.

If multiple incorrect verification codes are entered, your account will be temporarily restricted for security reasons. The restriction lasts for 2 minutes.

After 2 minutes:

  • You can try logging in again
  • You may request a new verification code if needed

This security measure helps protect your account from unauthorised access attempts.

Set up an authenticator app

Authenticator apps provide stronger security because the verification codes are generated on your device instead of being sent by email. They work offline, are faster and more reliable, and provide industry-standard protection. Popular options include Google Authenticator and Microsoft Authenticator. It is easiest to use both a laptop and your device (phone) to setup an authenticator app.

Enter your email and password as usual

You may need to complete email verification.

Download your preferred 
authenticator app

Download Google Authenticator or Microsoft Authenticator on your device (if you don't have one), then click Continue.

Enter the code on the "Two-step verification" screen

The code is valid for 20 minutes. You can request a new one if needed.

Add a new account on your 
authenticator app

Open the authenticator app and tap the ‘+’ button in Google Authenticator or the scan button in Microsoft Authenticator

Scan the QR code

Open your authenticator app on your device and scan the QR code shown on screen. If you can't scan the code, enter the key manually.

Verify your code

Enter the 6-digit code from your authenticator app to complete setup. The code refreshes every 30 seconds.

Save your recovery codes

Copy or download your recovery codes, you’ll need this if you lose access to your authenticator app. Store them in a safe place.

Sign in using the new code your authenticator app generates

Enter the 6-digit code from your authenticator app. The code refreshes every 30 seconds.

Watch: How to set up an authenticator app

This short video walks you through every step of enabling authenticator-based two-step verification in Manage My Health.

Authenticator App

How do I set up Authenticator App Verification?
  1. Go to Two-Step Verification
  2. Click Switch to Authenticator App
  3. Select your preferred authenticator app
  4. Scan the QR code displayed on screen using the app
  5. Enter the 6-digit code generated by the app
  6. Save your recovery codes securely
  7. Click Complete Setup

Once completed, Authenticator App Verification will be enabled.

If you cannot scan the QR code:

  1. Click “Can’t scan the QR code?”
  2. Copy the secret key displayed on screen
  3. Enter the key manually in your authenticator app

After scanning the QR code, your authenticator app will generate a 6-digit code.

Enter this code on the setup screen to complete the verification.

The code refreshes automatically every 30 seconds.

Recovery codes are one-time use backup codes that allow you to log in if:

  • You lose your phone
  • Your device is damaged
  • You uninstall the authenticator app
  • You cannot access your authenticator app 
Manage My Health recommends using an Authenticator App for Two-Step Verification/MFA, as it provides stronger security than email or SMS verification codes. 
 
Authenticator Apps generate secure, time-based verification codes directly on your device, helping to better protect your account and personal health information. 

Manage My Health supports the use of standard Authenticator Apps for Two-Step Verification/MFA.

Some commonly used Authenticator Apps include:

  • Microsoft Authenticator : A secure and easy-to-use app available for both Apple and Android devices.
  • Google Authenticator: 
A widely used app that generates secure, time-based verification codes for login authentication.


Patients may use their preferred authenticator app, as long as it supports standard authentication codes. 

These apps are free to download from:

  • Apple App Store
  • Google Play Store 

Once installed, you can link the app to your Manage My Health account during the setup process. 

Yes, email verification may be used as a method of Two-Step Verification in Manage My Health.

Email verification provides:

  • Consistent protection across all users
  • A reliable way to confirm identity
  • Immediate access without needing additional apps

However, for enhanced security, an Authenticator App is recommended where possible.

Please ensure your email address is kept up to date to avoid issues receiving codes.

Yes. You can manage your Two-Step Verification settings at any time through the Two-Step Verification page in the Manage My Health portal.

Troubleshooting

What should I do if the verification code is not working? 

Please check:

  • Your phone’s date and time are set automatically.
  • The correct account is selected in the authenticator app.
  • You are entering the current (not expired) code. 

If the issue continues, try resynchronising the app or contact Manage My Health Support for assistance: https://managemyhealth.co.nz/support/ 

f 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: managemyhealth.co.nz/support/

Your account may be temporarily locked after multiple incorrect login or verification attempts.

Please wait until the lock period ends before trying again and ensure you are using the latest verification code sent to your email.

If multiple incorrect verification codes are entered, your account will be temporarily restricted for security reasons. The restriction lasts for 2 minutes.

After 2 minutes:

  • You can try logging in again
  • You may request a new verification code if needed

This security measure helps protect your account from unauthorised access attempts.

How to trust this device

Sign in to Manage My Health

Enter your username, password, and complete Two-Step Verification as usual

Look for the 'Trust This Device' option

After entering your verification code, you'll see the option to trust the device

Select 'Trust This Device'

For the next 90 days, you won't need to enter a verification code on this device

Manage your Trusted Devices

View and revoke trusted devices on the Two-Step Verification page.

Watch: How enable trusted devices

Watch our short video to see how to trust a device and speed up future sign-ins.

What does 'Trust This Device' mean?

When you select ‘Trust This Device’ during login, Manage My Health will remember the device and browser you are using. This means you will not need to enter a verification code every time you sign in from that device. Only trust devices you own or use regularly. You can remove trusted devices at any time in your account settings.

The device will remain trusted for 90 days.

During this time:

  • Two-step verification may be skipped on that device
  • Login will be faster and more convenient

After 90 days:

  • The device will no longer be trusted
  • You will need to complete Two-Step Verification again when logging in
  • You can choose to trust the device again if you wish

Yes. If the trust expires or is removed, you can simply select ‘Trust This Device’ again the next time you log in. This will restart the 90-day trusted period.

Yes. You can remove a trusted device at any time:
Log in to your Manage My Health account
Go to Two-Step Verification
Select Revoke next to the device

Once removed, the device will no longer be trusted and will require verification at next login.

When you revoke trust:

  • The device will no longer be recognised as trusted 
  • You will need to complete Two-Step Verification again on that device 
  • Your account, data, and other devices are not affected  

Even on a trusted device, you may still be prompted for a code if:

  • You use a different browser
  • You clear cookies or browser data
  • You log in from a new device
  • The 90-day period has expired

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 

No. You should only trust:

  • Devices you personally own 
  • Devices you use regularly 
  • Private and secure devices 

Still need help?

Contact our support team.

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