Manage two-factor authentication

Mira
Mira
Updated

Two-factor authentication, also called 2FA, adds an extra layer of protection to your Brookhaven or Alchemilla patient portal account. When 2FA is turned on, you’ll need your password and a one-time verification code to sign in.

Silent Hill Healthcare strongly recommends 2FA for patients who access billing notices, treatment summaries, transfer records, psychiatric records, or caregiver information through the portal.

Note: Two-factor codes may be delayed during lake fog advisories, townwide siren events, records-room outages, cellular interruptions, power failures, or unusual service conditions. If a code does not arrive, wait a few minutes before requesting another one.

Two-factor authentication coverage

The two-factor options available to you may depend on your care facility and portal account type.

Text message codes Available for most Brookhaven and Alchemilla patients with a verified mobile number.
Email codes Available for patients with a verified email address on file.
Authenticator app Recommended for patients who frequently experience cellular outages near Toluca Lake, South Vale, or the Resort Area.
Restricted accounts Accounts linked to sealed psychiatric records, caregiver access, or historical case files are required to enable and keep 2FA enabled.

Before you begin

Before managing two-factor authentication, make sure you have:

  • Your patient portal username and password
  • Access to your verified email address or phone number
  • Your Brookhaven or Alchemilla Patient ID, if additional verification is requested
  • An authenticator app, if you plan to use app-based codes
  • A secure place to store backup recovery codes
Important: Do not turn off 2FA if you believe someone else has accessed your account. Reset your password first, review your contact information, and contact Patient Accounts & Records if anything looks unfamiliar.
Tip: If you often lose phone service during fog advisories, consider using an authenticator app instead of text message codes. Authenticator app codes can usually be generated without a cellular connection.

Turn on two-factor authentication

  1. Sign in to the correct portal for your facility:
  2. Go to Profile or Account Settings.
  3. Select Security.
  4. Select Two-factor authentication.
  5. Choose your preferred verification method:
    • Text message
    • Email
    • Authenticator app
  6. Follow the prompts to verify your selected method.
  7. Save your recovery codes in a secure place.
  8. Select Enable two-factor authentication.
Note: After 2FA is enabled, you may be asked for a code each time you sign in from a new device, browser, public terminal, or unfamiliar location.

Change your verification method

You can change your 2FA method if you get a new phone number, change email addresses, or want to switch to an authenticator app.

  1. Sign in to your patient portal.
  2. Go to Profile or Account Settings.
  3. Select Security.
  4. Select Two-factor authentication.
  5. Select Change method.
  6. Verify your current method when prompted.
  7. Choose and verify your new method.
  8. Select Save changes.
Tip: Update your phone number or email address before changing your 2FA method. If your contact information is outdated, you may not receive the verification code needed to save changes.

Turn off two-factor authentication

Some accounts may be allowed to turn off 2FA. However, Silent Hill Healthcare recommends keeping it enabled whenever possible.

  1. Sign in to your patient portal.
  2. Go to Profile or Account Settings.
  3. Select Security.
  4. Select Two-factor authentication.
  5. Select Disable two-factor authentication.
  6. Enter your password and verification code.
  7. Confirm the change.
Warning: You may not be able to disable 2FA if your account includes caregiver access, restricted psychiatric records, legal guardianship settings, or recent unusual sign-in activity.

Recovery codes

Recovery codes help you sign in if you lose access to your usual 2FA method. Each recovery code can usually be used once.

Store recovery codes somewhere safe, such as a password manager or locked personal file. Do not store them on public computers, shared hospital terminals, patient-room whiteboards, or handwritten notes left at the nurses’ station.

Note: If you lose all recovery codes and cannot access your 2FA method, Patient Accounts & Records may need to manually verify your identity before restoring access.

FAQ

I never received my two-factor code
  • Check that your phone number or email address is correct.
  • Wait a few minutes before requesting a new code.
  • Check your spam or junk folder if you use email codes.
  • If a fog advisory or townwide siren event is active, try again once service stabilizes.
My authenticator app code is not working
  • Make sure your device time is set automatically.
  • Use the newest code shown in your authenticator app.
  • Confirm that you are using the correct portal account entry.
  • If you recently reset 2FA, remove the old portal entry from your app.
I lost my phone
  • Use a saved recovery code, if available.
  • Try email verification if it is enabled on your account.
  • Contact Patient Accounts & Records for manual verification.
  • Reset your password once you regain access.
I used all my recovery codes
  • Sign in while you still have access to your normal 2FA method.
  • Go to Security > Two-factor authentication.
  • Select Generate new recovery codes.
  • Save the new codes in a secure place.
The security page looks wrong or keeps refreshing
  • Refresh your browser.
  • Clear your browser cache.
  • Try a different browser or device.
  • Wait and try again if the town siren has recently sounded.
  • Avoid using public terminals located in closed wards, basements, or restricted wings.

Need more help?

If you cannot turn on, change, or recover two-factor authentication, contact Patient Accounts & Records for your current or most recent facility.

  • Brookhaven Patient Support:support@brookhaven.sh
  • Alchemilla Patient Support:support@alchemilla.sh
  • Brookhaven phone: 555-BROOK
  • Alchemilla phone: 555-ALCH
  • In person: Visit the Records Office at your current or most recent Silent Hill care facility.
Authorized support only: Silent Hill Healthcare does not use third-party two-factor authentication services. Do not share your Patient ID, password, verification code, recovery code, treatment details, or transfer paperwork with anyone claiming to provide outside portal support.

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