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MFA - Transferring MFA to a new device

Written by Richard Morris

Multi-Factor Authentication (MFA) helps keep your PASS account secure by verifying your identity when you sign in. If you've changed your mobile device, you'll need to set up MFA again on your new phone.

Which situation applies to you?

Option 1: I still have my old device

If your old phone is still available, you can set up the authenticator app on your new device yourself:

  1. Log in to PASS on your new device using your username and password.

  2. When prompted for MFA, select Authenticator App.

  3. On the setup screen, you'll see a QR code or a secret key.

  4. Open your authenticator app (Microsoft Authenticator or Google Authenticator) on your new device.

  5. Add a new account in the authenticator app and scan the QR code, or enter the secret key manually.

  6. Enter the one-time code generated by the authenticator app to complete setup.

You're all set — your new device is now linked.

Option 2: I no longer have my old device

If you no longer have access to your old phone, you'll need us to reset your MFA so you can set it up again on your new device.

What to do:

  1. Contact our Customer Support team as soon as possible.

    1. email: customerservice@everylifetechnologies.com

    2. Tel: 0330 094 0122

  2. We will reset your MFA, which will allow you to configure it fresh on your new device.

  3. Once reset, log in to PASS and follow the on-screen prompts to set up your authenticator app (as described in Option 1 above).

Please note: Until MFA is reset, you will not be able to log in. We aim to process resets as quickly as possible to minimise any disruption to care delivery.

Tips for a smooth setup

  • Download your authenticator app first — install Microsoft Authenticator or Google Authenticator on your new device before you begin.

  • You can also receive codes via email or SMS — if you have a verified email address or mobile number on your account, you may be able to use these instead of the authenticator app.

  • Plan ahead when changing devices — if you know you're getting a new phone, set up the authenticator on the new device while you still have the old one.

Need help?

Contact our Customer Support team and we'll get you back up and running as quickly as possible. Tel: 0330 094 0122

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