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.

Note: When you log in to your Crossover account going forward, you will be asked to input a one-time code from your preferred authenticator app. We're using Microsoft Authenticator for these instructions.

Please see this instructional video for more information.

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 computer 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

STEP 5

• Open or Download the Microsoft Authenticator app:
  • Open (or download) your preferred authenticator app, like Microsoft Authenticator, on your mobile device

STEP 6

• Add your Crossover Health account manually:
  • In the Microsoft Authenticator app, click “Add Account” OR tap the "+" icon in the upper right corner to add a new account
  • Choose the option "Other (Google, Facebook, etc.)" from the list

STEP 7

• Paste or Enter the Secret Key:
  • In the “Add account” screen, select the option to “enter code manually”
  • Paste or enter the Secret Key provided by the Crossover Health app into the appropriate field
  • Optionally, you can enter the account name: Crossover Health

STEP 8

• Verify your Microsoft Authenticator set up: 
  • Return to the Crossover Health app and enter the one-time six-digit code currently displayed in the Microsoft 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.