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How to Update Your Calm Health Phone Number (and Manage MFA)

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

Need to update the phone number on file? Jump to How to Update or Change Your Phone Number below.

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 downloaded, copy the code shown as "xxxx…" on the Calm Health app.
    • Open the Google Authenticator app.
      • Tap Add a code (or the plus sign).
      • Select Enter a setup key.
      • In the Code name field, enter a name to identify this as Calm Health (e.g., "Calm Health App").
      • In the Your key field, enter the code you copied from Calm Health.
      • Leave Type of key as Time-based.
      • Tap Add.
      • You'll see the time-based code displayed for Calm Health. Copy or write it down.
    • Go back to the Calm Health app and enter the code where it says "Enter your one-time code."
    • Tap Continue in Calm Health to proceed with your onboarding.

Troubleshooting & FAQ

I am not receiving my SMS code.

If you've waited a while 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.

I see a "Blocked Country" error.

Some regions don't support SMS/Voice MFA. If you see this, use the Authenticator App method instead.

My authenticator code is being rejected.

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

I see an error (e.g., "Something went wrong").

Close and relaunch the Calm Health app. If that doesn't work, restart your phone and try again. If the error persists, submit a request with a screenshot of the error and the steps you took before seeing it.

How to Update or Change Your Phone Number

If you've lost your mobile device, purchased a new phone, need to switch to a different MFA method, or simply need to update the number on file, you'll need to reset your MFA enrollment.

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

To request a phone number update:

  1. Submit a ticket: Visit our contact page and select Submit a Request.
  2. Provide account details: Use the email address associated with your Calm account so we can verify your identity quickly.
  3. Specify your request: State that you need to update your phone number (or MFA method), and include your new number if applicable.
  4. Choose your method: Let us know which method you'd 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 processed, you'll receive an email with a new enrollment link to set up your chosen method.

For other account changes, like your name, email, or password, see How to Update Your Calm Health Account Email, Name, or Password.

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