Two-factor authentication (2FA) is optional for users. When it is on, logging in asks for a 4-digit code that we email to you. Therapists can also set a 4-digit PIN that unlocks the Caregiver App; it is separate from your password.
Two-factor codes (users)
- After you enter your email and password, the app asks for a 4-digit code sent to your email.
- The code is valid for about 30 minutes.
- "You entered an invalid code." means the code is wrong or has expired. Tap resend and enter the new one.
- Check your spam folder if the code does not arrive.
If you think someone else has access to your account, note that changing your password does not sign out devices that are already logged in. Open Settings → Chat with Support and ask for your sessions to be signed out. A person replies Mon–Sat, 9am–5pm WAT.
App PIN (Caregiver App, therapists)
- The PIN is 4 digits and unlocks the app.
- 5 wrong tries lock the app for 15 minutes. You will see "Too many failed attempts. Try again later." Wait, then try again.
- Forgot your PIN? Use the forgot-PIN option. We email you a 5-digit one-time code. There is a short wait before you can request another, so give the first one a moment to arrive.
- The PIN only unlocks the app. It does not affect joining or completing sessions.
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Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng