To protect the safety of your health information, Carle Health will be requiring Two-Factor Authentication to log in to MyCarle accounts starting April 13, 2025. Read our FAQ below for more information. For step-by-step instructions on enabling Two-Factor Authentication and Passkey, scroll to the bottom of this page, or watch an instructional video here.
Why am I being required to put in a 2-Factor Authentication every time I log in?
When you log in using 2-Factor Authentication, select “trust this device” if you’d prefer to not go through 2-Factor Authentication the next time you log in. (Only do this for trusted devices, do not select this option if you are using a public device like a library computer). Once you log in and select “trust this device,” you will not have to do 2-Factor Authentication again for one year, unless you buy a new phone or clear the data from your phone.
The phone number on my MyCarle account is incorrect, how do I change it?
The phone number will need to be updated with your medical record demographics. Please call your provider’s office to have team members update your information.
I received a 2-Factor Authentication code that I didn’t request
If you receive a two-factor-authentication code that you didn’t request, change your password. If you are still unable to log in, please call 217-326-4001.
Someone is asking me to give them my 2-Factor Authentication code
MyCarle and Carle Health employees will NOT ask you for your two-factor-authentication code. If someone is requesting your two-factor-authentication code, do not give it to them, and please call the MyCarle Patient Support Line at (217) 326-4001.
My 2-Factor Authentication code isn’t working
If your two-factor-authentication code isn’t working, make sure you’re entered the code correctly, and that you are entering the newest (most recent) code you’ve received. It might take a few minutes to receive the text message or email. If the code still isn’t working, please call the MyCarle Patient Support Line at (217) 326-4001.
What exactly do I need to do to use 2-Factor Authentication?
Here are step-by-step- instructions to using 2-Factor Authentication:
1. Log into your MyCarle account using your username or password.
2. You will be asked to verify your email and phone number. If the email and phone number you see are correct, select Continue. If the email or phone number are incorrect, or you have a new email or phone number, please correct the information before hitting Continue.
3. You will be asked if you’d like to receive your 2-Factor Authentication code via email or text. Select your preferred method. Do not close out of the MyCarle webpage/app while you are waiting for your authentication email/text. If you close out MyCarle completely, you will have to restart the log-in process and request a new 2-Factor Authentication code.
4. Check your email or text messages for a six-digit code sent to you by MyCarle.
5. When you receive your six-digit code, return to the MyCarle login page and enter the six-digit code; then hit “Verify.” Select the “trust my device” checkbox if you’d prefer to not go through 2-Factor Authentication the next time you log in. (Only do this for trusted devices, do not select this option if you are using a public device like a library computer).
I never received a 2-Factor Authentication code
If it’s been more than 15 minutes since you requested a two-factor-authentication code, and you still haven’t seen an email or text message from MyCarle:
• First, make sure you have phone/internet service. For example, if you’re in a basement or have your phone on airplane mode, your text message or email may not be able to reach you.
• Then, verify the code was sent to the correct cell phone number or email address. The verification screen on your MyCarle will have the last 4 digits of the cell phone or email address code was sent to.
o If you didn’t receive the text verification code to your cell phone, you may have previously opted out of text. To opt-in to receive text messages from MyCarle, text “CANCEL” to (712) 739-0590
• After completing the above steps, please select the “Resend code” link on the MyCarle page.
• Check your junk mail/spam mail to see if the message arrived there.
• If you still haven’t received a code after 15 minutes, please call the MyCarle Patient Support Line at (217) 326-4001 for more assistance.
How do I enable Passkey (biometrics) to log into my MyCarle account?
Passkey is a secure way to log into your MyCarle account, without having to use a username or password. Passkey uses facial recognition or a fingerprint scan to log you in. (Fingerprint scans are only used on specific devices: Samsung, older-generation iPhonesolder-generation iPads.)
Note: If you have two-factor authentication enabled, you can also skip two-factor authentication by logging in with a Passkey, if user verification was performed when you created your Passkey.
To set up Passkey, here are the steps to follow in your MyCarle portal:
