What is Multi-factor Authentication (MFA)?

Multi-factor Authentication (MFA) provides an added layer of security for members and clients, protecting personal information, rewards, and safeguarding accounts. On the Virgin Pulse platform, members will need to authenticate on two sources of information.  The member’s credentials (username & password) and by providing a unique security code that is sent via email or text message (SMS). 

Here's how it will work: When you sign in with your username and password, a message will open on your screen requesting a security code. This will occur whenever you sign in on a new device or if you haven’t logged in during the past 30 days. The code will be sent by text message (SMS) or email, whichever method you choose.  Simply enter the code into the field provided and you’ll be on your way!

If you wish to setup your MFA via Website please see this article: How to setup Multi Factor Authentication via Website 

If you wish to setup your MFA via the Virgin Pulse mobile app: How to setup Multi Factor Authentication via Mobile App

In order to receive the code on your phone, you must have a cell phone number with a +1 area code (including the US and Canada). Please be sure your number is up-to-date and verified in your member profile. If you do not have a valid phone number, you can request the security code to your email.

Here are some helpful things to note:

• Security codes expire in 60 minutes (both through email and SMS)
• You must have at least version 3.130 of our mobile app for MFA to work. If you do not have 3.130 then you will get an error message when trying to login with your mobile app.
• Single-sign-on (SSO) connections are considered trusted and will not require MFA
• Health Stations or kiosks do not require MFA

Updating your cell phone number & email:

Cell Phone Number: You must have a cell phone number with a +1 area code (including the US and Canada), that has been verified on file with us in order to authenticate via SMS. When you login or open your mobile app, you will be prompted to enter your cell phone number. Once you enter your number, you will be sent a code via SMS that can be entered and will verify your number.

If you skip this step, you can add your cell phone number to your profile. Once added, a link will appear asking you to verify your number.       

Once you have a verified phone number, it can be used to request a security code the next time you see an MFA challenge.

Email: Please reach out to Member Support to update your email so that it can be used to request a security code the next time you see an MFA challenge.