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How to manage Multi-Factor Authentication (MFA) for Calm

Frania N.
Updated

We take your account security seriously. Multi-Factor Authentication (MFA) adds a vital layer of protection by requiring two forms of identification to access your account: your password and a unique, one-time verification code.

You can now secure your account using text messages (SMS), voice calls, or third-party authenticator apps.

 

Option 1: Phone (SMS or Voice Call)

This method sends a one-time code directly to your mobile device via a text message or an automated call.

  1. Select Method: Choose Phone from the "Keep Your Account Safe" screen.
  2. Enter Details: Enter your mobile phone number and select your country code.
  3. Choose Delivery: Select Text message or Voice call.

  4. Verify: Enter the code sent to your phone and click Continue.

Important Note: If you enroll in both methods, you can always select "Try another method" to switch to your authenticator app and vice versa.

Option 2: Authenticator App 

Using an authenticator app (like Google Authenticator or Okta Verify) is highly secure and works even without a cellular signal or internet connection.

  1. Download an App: Install a trusted authenticator app from your device’s app store. We recommend Google Authenticator or Okta Verify.

  2. Select Method: When prompted to "Secure Your Account," tap Try another method and select Google Authenticator or similar.

  3. Link your Calm Account:
    • On a Computer: Use your authenticator app to scan the QR code displayed on your screen.

    • On a Mobile Device: The app will default to showing a manual setup code. Tap Copy code and paste it into your authenticator app’s "Enter a setup key" field.

  4. Verify: Your app will generate a code. Enter this code where it says “Enter your one time code” and click Continue.
  5. Please note: If you don’t already have an authenticator app installed on your mobile device,  follow these steps for Step 3 above:
    • Go to either your Play Store (Android) or App Store (iPhone) to download the Google Authenticator app. 
    • Once the Google Authenticator app has downloaded, copy the code shown as “xxxx…” on the Calm Health app (left screen above).
    • Open the Google Authenticator app 
      • Click to “Add a code” (or click the plus sign).
      • Select to “Enter a setup key”
      • In the “Code name” field, enter any name you’d like to indicate that this is for the Calm Health App (i.e., “Calm Health App”)
      • In the “Your key” field, enter the code that you copied from Calm Health (shown as “xxxx….” on left screen above).
      • Leave the “Type of key” as “Time based”
      • Click “Add”
      • You should now see the time-based code displayed on the screen for the Calm Health App. Click to copy the code or write it down.
    • Go back to the Calm Health app and paste or type the code onto the field where it says “Enter your one-time code” (see left screen above).
    • Click “Continue” in Calm Health to continue with your onboarding.
       

Troubleshooting & FAQ

I am not receiving my SMS code.

If you have waited awhile or clicked "Resend" multiple times with no success:

  • Tap Try another method to use your authenticator app.
  • Check that your phone number is correct and you have a steady signal.
  • Reach out to our support team here.

I see a "Blocked Country" error.

Some regions do not support SMS/Voice MFA. If you see this, please use the Authenticator App method to secure your account.

My authenticator code is being rejected.

  • Check Timing: Codes usually refresh every 30 seconds; ensure you enter the most recent one.
  • Sync Time: Ensure your device's date and time are set to Automatic. Authenticator apps rely on perfect time synchronization to work.
  • External Guides: For app-specific errors, visit the Google Authenticator or Okta Verify help pages.

I see an error (i.e., “Something went wrong”).

  • Close out the Calm Health app and launch the Calm Health app again to see if the error message still persists. If that doesn’t work, then restart your phone and relaunch the Calm Health app to see if the error message persists. If these two methods do not work, then click here and select "Submit a Request" with a screenshot of the error and the steps you took before seeing the error message. 

Resetting Your MFA

If you have lost your mobile device, purchased a new phone, or need to switch to a different MFA method, you will need to reset your MFA enrollment.

For security reasons, MFA resets must be handled by the Calm Support team.

To request an MFA reset:

  1. Submit a Ticket: Visit our contact page here and select "Submit a Request".
  2. Provide Account Details: Be sure to use the email address associated with your Calm account so we can verify your identity quickly.
  3. Specify Your Request: In your message, clearly state that you need an MFA Enrollment Reset.
  4. Choose Your Method: Please specify which method you would like to enroll in next:
    • Phone (Text message or Voice call)
    • Authenticator App (Google Authenticator, Okta Verify, etc.)

For your protection, a support agent will verify your account details before clearing your current MFA settings. Once our team processes your request, you will receive an email with a new enrollment link to set up your chosen MFA method.

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