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Te Kāhui Kāhu

Te Kāhui Kāhu Online - Help & Support

Welcome to the help page for Te Kāhui Kāhu Online. This system holds important information about your accreditation and approval process, so we use high-level security to keep it safe. This guide is designed to walk you through the login process step-by-step.

Need help? If you get stuck at any point, please email our support team directly: support@online.tekahuikahu.govt.nz 

Getting Started: The Login Process

Prerequisites

Before starting make sure you have:

  • a computer, laptop or tablet, and
  • a smartphone with its operating system up-to-date.

To keep your data safe, we use Multi-Factor Authentication (MFA) to comply with our security standards needed to protect the information in our system. This is a way of saying you need two things to log in:

  • Your Password (something you know)

  • Your Mobile Phone (something you have)

The Setup Process

  1. Application Submitted: Your organisation applies for accreditation and receives confirmation.

  2. Check your Email : Look for an email with the subject line "Welcome to Te Kāhui Kāhu Online".

    1. Open the email and click the long link inside.

    2. Important: This link expires in 24 hours. If it doesn't work, email support@online.tekahuikahu.govt.nz for a new one.

  3. Create your password :The link will take you to a web page. 
    • Follow the prompts on screen to create your new password.
  4. Get the Salesforce Authenticator app: To keep your information safe, we use an extra layer of security, you need an Authenticator app on your phone to manage this step. 
    1. Go to the App Store (iPhone) or Google Play (Android/Samsung) on your phone.
    2. Search for Salesforce Authenticator.
    3. Download the app (it looks like a blue lock).
  5. Connect your user account to your phones Authenticator app that you just downloaded. 
    1. Open the app on your phone. It will show you a Two-Word Phrase.
    2. Type that phrase into the screen on your computer.
    3. Tap Connect & then Approve on your phone.
    4. You are now logged in! Next time, you just need to tap "Approve" on your phone to get in.

  6. Future Log In: You enter your username and password, then approve the login on your phone.

Need Help? If you get stuck or have questions, please email us: support@online.tekahuikahu.govt.nz

The Login Process

  1. Go to https://online.tekāhuikāhu.govt.nz/ external 

  2. Enter your username (usually your work email) and password (which you set earlier in the steps above) and push Log in.
  3. Approve your login on the Authenticator app on your mobile phone. There should have been a notification pop-up which you click approve on.

I haven't received a login email

  1. Check your status: You will only receive a login email after your organisation has applied for accreditation and we have confirmed your eligibility.

  2. Check your Junk folder: Look in your "Spam" or "Junk" folder in your email program.

  3. Still nothing? If you are sure you are eligible but have no email, please email support@online.tekahuikahu.govt.nz.

I have the email, but the link doesn't work

The security link in your welcome email is valid for 24 hours only.

  1. If you clicked it after 24 hours, it has expired.

  2. Email support@online.tekahuikahu.govt.nz and ask for a new welcome link.

Setting up Your Security / Authenticator App (MFA)

We require you to use an Authenticator app on your smartphone. An Authenticator is a smartphone app that you will need to use for logging into Te Kāhui Kāhu Online along with your password.

What if I don't have a work phone?

You do not need a specific "work" phone. You can use your personal mobile phone (Android or iPhone).

  • The app cannot see your personal photos, emails, or data.

  • It only generates a secure key to help you log in.

Installing the Salesforce Authenticator (Recommended)

We recommend this app because it is the easiest / most compatible app to use.

  1. Open the App Store (if you have an iPhone) or the Google Play Store (if you have an Android/Samsung).

  2. Tap the Search icon.

  3. Type in 'Salesforce Authenticator'.

  4. Look for the icon that looks like a blue lock with a checkmark. Tap Install or Get.

  5. Once it finishes downloading, open the app.

  6. Go to your computer and log in to Te Kāhui Kāhu Online. It will ask you to connect the app.

  7. The app on your phone will show you a Two-Word Phrase.

  8. Type this phrase into the box on your computer screen.

  9. Tap Connect and then Approve on your phone. 

  10. You should now be logged in.

Can I use Microsoft or Google Authenticator instead?

Yes. If you are already comfortable using these apps, you can use them instead.

  1. On the computer login screen, look for a link that says "Choose a different verification method".

  2. Select "Use verification code from an authenticator app".

  3. Open your Microsoft or Google Authenticator app on your phone and scan the QR code shown on your computer screen.

  4. Enter the 6-digit number from your phone into the computer.

  5. You should now be logged in.

Troubleshooting the Authenticator app

I am stuck on the "Check your mobile device" screen

  1. Pick up your phone.

  2. Open the Salesforce Authenticator app you downloaded earlier.

  3. You should see a request asking for permission.

  4. Tap the green Approve button.

I am not getting any notifications on my phone

Your phone settings might be blocking the app from popping up.

  1. iPhone Users: Go to Settings > Notifications > Salesforce Authenticator. Make sure the switch for "Allow Notifications" is green (ON).

  2. Android Users: Go to Settings > Apps > Salesforce Authenticator > Notifications. Make sure this is switched ON.

  3. If this fails, open the app manually to check for the request.

  4. If you still cannot see a notification, email support@online.tekahuikahu.govt.nz.

The approval screen timed out / I want to use a code instead

Sometimes the "Approve" signal doesn't get through. You can use a manual code instead.

  1. Open the Salesforce Authenticator app on your phone.

  2. Tap on your account name inside the app. This is your username which should be your work email address.

  3. You will see a 6-digit code (e.g., 123 456), this changes every 60 seconds.

  4. On your computer login screen, click the link that says "Use a different verification method" or "Use verification code".

  5. Type the 6-digit code from your phone into the computer.

  6. You should now be logged in.

I got a new phone OR I accidentally deleted the app

If you get a new phone or delete the app, your account is still "locked" to the old one. You cannot fix this yourself.

  1. Email support@online.tekahuikahu.govt.nz.

  2. Ask us to "Disconnect my MFA".

  3. Once we confirm this is done, you can follow the "Setting up Your Security App" steps above again on your new phone.

Username & Password Issues

I forgot my Username

  1. Your username is almost always your work email address.

  2. Try logging in with your work email first.

  3. If that does not work, email support@online.tekahuikahu.govt.nz. 

I forgot my Password / How to reset my password

  1. Go to the Login Page external.

  2. Click the Forgot Your Password? link underneath the login box.

  3. Enter your username (your email address).

  4. Check your email inbox. We will send you instructions on how to set a new password.

  5. If you do not receive the email or you get an error message, please email support@online.tekahuikahu.govt.nz.

Set up an account for someone else

How do I set up an account for someone else?

If a new staff member needs access, follow these steps:

  1. Log in to the system yourself.

  2. Select the Contacts section under Manage My Organisation.

  3. Click Add Contact and enter their details (make sure their email is correct).

  4. Once you have added them, you must email support@online.tekahuikahu.govt.nz and ask us to enable their login access.

Security Questions

My browser says "This website is not secure"

Te Kāhui Kāhu is secure. However, sometimes older web browsers or strict office network settings may flag a warning by mistake.

  1. If you see a warning, look for a button that says Advanced or More Info.

  2. Click Proceed or Continue.

  3. If this message appears every time you log in, please email support@online.tekahuikahu.govt.nz so we can investigate.

Is the AI Agent secure?

Yes. The AI support agent is built on Salesforce Agentforce technology, which is designed for high security.

  • The AI Agent helps guide you through processes.

  • The AI Agent has no access to the private client data or sensitive records we hold internally.

Saving your progress while completing an assessment

When you are completing your assessment, you may want to save your progress and come back later.

Saving your progress on a standard

Scroll to the bottom of the page and click the 'Save and Go back' button.

Saving your progress on the assessment

At the top right of the screen click the 'Save for later' button.

Returning to your questions

When you log back in to your Te Kāhui Kāhu Online account you can click the 'Continue with application' button.

Requesting a change

You can update, add or remove:

  • details about your organisation,
  • sites you deliver from,
  • services you deliver,
  • contact people, or
  • relationships you have with other agencies or organisations.

To request a change:

  1. Log into your Te Kāhui Kāhu Online account
  2. Click 'Manage My Organisation'
  3. Click 'Request a change'
  4. Select the section you'd like to update
  5. When you've made all your changes click 'Submit'. 

Depending on the change we'll either update your information, or you'll be prompted to start an assessment.