Setting up Multi-Factor Authentication (MFA) on Mobile

If logging in to your Crossover Health account requires Multi-Factor Authentication (MFA) and you’re currently on a mobile device, these are instructions for the one-time set up of MFA. For new members, you will need to first register and verify your Crossover account, then complete these steps before logging in for the first time.

Prerequisite to setting up MFA: Download an authenticator app on your mobile device. You need authenticator app for both desktop or mobile setup.

What is an authenticator app?

An authenticator app is an app on your phone that creates a one-time, six-digit code used to confirm your identity when logging in. This code refreshes every 30 seconds and is unique to your account, adding an extra layer of security. The steps to setting this up on desktop using an authenticator app are below.

STEP 1 

• Let’s get started:
  • Go to your app store
  • Install or open your Crossover Health app 
  • Update the Crossover Health app if needed to maintain mobile access to your account through the app

STEP 2

• Enter your:
  • Email address 
  • Password

STEP 3

• Authenticate your account:
  • Since you are using a mobile device and cannot scan the QR code displayed below, click the “Can’t Scan?” link to continue setting up MFA for the first time

Recommended: Use your desktop for a more streamlined process to set up multi-factor authentication. 

STEP 4

• Get the Secret Key:
  • The Crossover app will display a Secret Key (a long string of letters and numbers) 
  • This key will be used to manually set up the Microsoft Authenticator app
  • Click “Copy Key” link to copy the string

STEP 5

• Open or Download the Google Authenticator app:
  • Open (or download) your preferred authenticator app, like Google Authenticator, on your mobile device
  • Other options for authenticator apps are: Okta Verify, 2FAs, Authy, Duo Mobile, 1Password Authenticator, Last Pass Authenticator, Free OTP, Aegies Authenticator. Note: Each authenticator app may have a different method for setting up MFA or one-time code

STEP 6

• Entering key in the Google Authenticator app,
  • In the Google Authenticator app, tap the "+" icon in the bottom right corner to add a new account and click “Enter a setup key”
  • For Account Name, enter “Crossover Health”
  • Paste the key you copied in Step 4
  • For Type of Key, select “Time based”
  • Then click "Add"

After you click "Add", Google Authenticator will start generating the one-time code for your Crossover account.

STEP 8

• Verify your Google Authenticator set up: 
  • Return to the Crossover Health app and enter the one-time six-digit code currently displayed in the Google Authenticator app to verify the set up
  • Click “Continue”

STEP 9

• Complete the setup:
  • Once the correct one-time code is entered, the Crossover Health app will require storage of a recovery code in the event One Time Password (OTP) is not available
  • Click “Copy code”, then check the box for “I have safely recorded this code” and click “Continue”

• This will confirm that multi-factor authentication is successfully set up.

STEP 10

• Well done! Multi-factor authentication is now set up on your Crossover account. Connect with your Care Team:
  • Schedule a visit 
  • Send a direct message to your provider or Care Team

Note: When you log in to your Crossover account going forward, you will be asked to input a one-time six-digit code from Microsoft Authenticator.