Attention: This article offers troubleshooting tips is for Lyra Employed "LCx" Provider's only. If you are not part of the Lyra Care Programs, please refer to the provider login troubleshooting guide here.
Okta is our secure login identity service that allows Lyra to safely link multiple apps and sites to one login. To adhere to our Legal and Security protection policies, Okta Multi-Factor Authentication will be requested every 24 hours only at initial login screen, website time out from tab inactivity, sleep-mode, and restart. For this reason we recommend that you proactively log into Okta at the start of each day to avoid access issues during your work day.
Log into Okta
- Head to lyra.okta.com
-
Enter your Lyra email address and password and select “Verify”
-
Okta will ask to verify your identity with a security method. To receive a verification message on your mobile phone, choose “Get a push notification” by clicking "Select”, then "Send push"
-
On your mobile phone, select "Yes It’s Me" to pass the Multi-Factor Authentication.
- Once this is completed you will have access to your Okta dashboard.
Log into the Provider Portal
-
When you login to lyra.okta.com, you will see a “Lyra Provider Portal” tile within your Okta application list. Click directly on the tile. Do not use the ellipsis in the upper righthand corner.
- Once on the Provider Portal homepage, select “Continue with Google” to login.
Do not use the manual password fields. Your Lyra Provider Portal access is only linked to your Google/Okta account; you do not have a separate password to enter the Lyra Provider Portal. If you’re having trouble logging in, please follow the troubleshooting resources below.
Troubleshooting
Still cannot login to Okta? Your account could be locked due to failed login attempts and/or may need a password reset. Please review the following steps to unlock your account, reset your password, or add password recovery options to unlock and reset your credentials without contacting Platform Support.
- If your Okta account is locked: Unlock Your Okta Account
- If you need a new password: Reset Your Okta Password
- If you want to update/change Okta password recovery information: How to Update Your Password Recovery Information
Not getting the push notifications on your Okta verify app? Open the Okta verify app on your phone and check to see if there is a message in the app. If you do not receive this message and/or you have a new phone, Contact Lyra Support.
How to submit a support ticket
- On the Provider Portal login page, select "Help"
- Select "Contact Support"
-
Submit ticket with required information. Support will outreach using the contact information you provide within the ticket.
Session starting soon?
If you cannot access the Lyra Portal but have a session starting, you may use the session workarounds below to avoid missing your session.
Note: If your session is an intake or a complex case, consider rescheduling the appointment for a later day.
Connect via GoogleMeets:
- Locate the client’s phone number in the Google Calendar hold for the session.
- Click “Add a Google Meet Video Conference” to the session meeting. Take note of the meeting URL.
- Share the Google Meet link with your client. Call the client from a blocked number (use * 67 to mask your phone number) and verbally share the Google Meet ID for the session OR, if the Lyra Portal messenger is functioning, copy and paste the Google Meet link in a message to your client.
Connect via Telephone:
- Locate the client’s phone number in the Google Calendar hold for the session.
-
Call the client to conduct the session. Dial your country-specific number to mask your number.
- United States - dial * 67 before dialing the client’s number
- Australia - dial *31* before dialing the client’s number
- Canada - dial * 67 before dialing the client’s number
- Ireland or UK - dial 141 before dialing the client’s number