Guide to setting up CommunityHub

Welcome to CommunityHub

Following the launch of our new customer portal, our CommunityHub customers should have already received an email with their login details. This includes instructions for multi-factor authentication (MFA) to help keep your account secure.

For more information or in-depth guides, see our CommunityHub FAQs.
Already have an account on the new CommunityHub portal?

Our ultimate aim is to simplify and enhance your user experience. We hope you will find our new CommunityHub portal practical, intuitive, and easy to navigate.
Once you have received an email to activate your CommunityHub, please follow the guide to set up your account.

Step 1

Setting up multi-factor authentication

Before activating your CommunityHub account, you will need to install an authenticator app on your mobile device.
Many different authenticator apps are available, but if this is your first time installing one, Google Authenticator or Microsoft Authenticator are available. Just follow our step-by-step guide.

Please click on the Google Authenticator and Microsoft Authenticator app sections below to see how to download it to your device.

Discover why multi-factor authentication is important for your security:

Download the app on your phone:

Go to the Apple Store and download the app on your phone.

Or scan to download

Go to Google Play Store and download the app on your phone.

Or scan to download

Download the app on your phone:

Go to the Apple Store and download the app on your phone.

Or scan to download

Go to Google Play Store and download the app on your phone.

Or scan to download
Add an account

Once installed, open the app, and click ‘Add Account’.

Step 2

Activating your CommunityHub account

Once your authenticator app is ready, return to your CommunityHub set up email and click on the ‘Activate your account’ button.

Clicking the 'Activate your account' button will open CommunityHub for the first time in your browser, where you will start setting up your CommunityHub account.

Step 3

Set a new password

You will be asked to enter a new password to set up your account.

Please ensure your new password fulfils the prompted requirements and click the ‘reset password’ button to continue.

Your new password should now be successfully set up. Next, click on the ‘Back to CommunityHub’ button to navigate back to the main page.

Step 4

Sign into your new CommunityHub account and link your authenticator app

You will now be prompted to sign into your new CommunityHub account by clicking the ‘login’ button.

Sign into your new account using your associated email and type in the new password (created in step 3.).

Next, you will be required to secure your account by scanning the QR code in your chosen authentication app. Scanning the QR code will generate a six-digit one-time code that you can put into your ‘Enter your one-time code’ field in the CommunityHub set up page. For more help completing this step in an authentication app, please click on the Google Authenticator and Microsoft Authenticator sections to learn more.
If you are on a mobile device and cannot scan the QR code, please go to step 5.

Open your Google Authenticator app and select the plus (+) icon on the bottom right home screen.

Select the 'Scan a QR code ' option.

This will open up a QR code scanner. Scan the QR code displayed by the CommunityHub portal when you create your account step 4..

On the home screen of the Google Authenticator app, you should now have a six-digit code that you type into the ‘Enter your one-time code’ field in the CommunityHub set-up page.

Open your Microsoft Authenticator app and select the plus (+) icon on the top right navigation bar.

Select 'Other account (Google, Facebook, etc.)' option.

This will open up a QR code scanner. Scan the QR code displayed by the CommunityHub portal when you create your account in step 4..

On the home screen of the Microsoft Authenticator app, you should now have a six-digit code that you can type into the ‘Enter your one-time code’ field in the CommunityHub set-up page.

Step 5 (optional)

Link your authenticator app without scanning a QR code

Please click the ‘Trouble scanning’ link below the QR code displayed on the CommunityHub set up page when you create your account in step 4..

This will open up a new page with a code you can copy into your authenticator app.

Copy and enter the code from your chosen authenticator app. For more help completing this step in an authentication app, please click on the Google Authenticator and Microsoft Authenticator sections to learn more.

Open your Google Authenticator app and select the plus (+) icon on the bottom right of the home screen.

Select the 'Enter a setup key' option.

Add a recognisable account name and then copy and paste the recovery code from the CommunityHub set up page in step 5. into the 'Your key' field.

On the home screen of the Google Authenticator app, you should now have a six-digit code that you can type into the ‘Enter your one-time code’ field in the CommunityHub set up page.

Open your Microsoft Authenticator app and select the plus (+) icon on the top right navigation bar.

Select the 'Other account (Google, Facebook, etc.)' option.

Click on the 'Or enter code manually' button below the QR code scanner.

Add a recognisable account name and then copy and paste the recovery code from the CommunityHub set up page in step 5. into the 'Your key' field.

On the home screen of the Microsoft Authenticator app, you should now have a six-digit code that you can type into the ‘Enter your one-time code’ field in the CommunityHub set up page.

Step 6

Save your recovery code

Once you have completed the authentication process, you will land on the last page with your recovery code. Please save this code somewhere safe, as it code will help you gain access to your account if you ever lose your mobile or access to the authenticator app.
Once you’ve saved the recovery code in a secure location, check the ‘I have safely recorded the code’ box to confirm and select the ‘Continue’ button to finish setting up your account.

Step 7

How to log in next time

You can find a button to log into your CommunityHub account for next time at the top of your associated branch page next to the contact information.

You will now be prompted to sign into your new CommunityHub account by clicking the ‘login’ button.

Sign into your new account using your associated email and type in the new password (created in step 3.).

Go to your chosen authenticator app and enter the six-digit code into the ‘Enter your one-time code’ field on the CommunityHub login page.
For more help completing this step in an authentication app, please click on the Google Authenticator and Microsoft Authenticator sections to learn more.
You can also choose to tick the ‘Remember me for 30 days’ to easily sign- in next time.

On the home screen of the Google Authenticator app, you should now have a six-digit code for CommunityHub after completing step 4.

Type the six-digit CommunityHub code from the Google Authenticator app into the ‘Enter your one-time code’ field on the CommunityHub set-up page.

On the home screen of the Microsoft Authenticator app, you should now have a six-digit code for CommunityHub after completing step 4.

Type the six-digit CommunityHub code from the Google Authenticator app into the ‘Enter your one-time code’ field on the CommunityHub set-up page.

Step 8

You are ready to go

You’re all set and ready to safely and securely log into CommunityHub and access your plan’s information.

If you have questions or require further assistance, please do not hesitate to contact our customer service team.

To understand why multi-factor authentication is important to your digital security, learn more.