Question

I'm having trouble with my multi-factor authentication code. It hasn't arrived, or it isn't being accepted. How can I resolve this?

Solution

My code hasn't arrived via email

• Check your spam or junk folder. The email may have been filtered there instead of your inbox.
   
• The code may have been sent to a different email address than the one you're checking. This can happen if your account email was recently updated, or if the login is shared and MFA is configured using another user's email address.
   
• If you're checking the correct email address and the email isn't in your spam folder, your practice's email system may be blocking messages from HotDoc. Ask your IT provider or email administrator to whitelist HotDoc's sending domain.
   

My code hasn't been generated in my authenticator app

• Make sure you're opening the same authenticator app you used when you first set up multi-factor authentication. If you have more than one authenticator app installed, the code may be in a different app. 
   
• Check that you're looking at the correct HotDoc account in your authenticator app. If you use the app for multiple accounts or services, there may be more than one code listed. 
   
• If the code still isn't appearing, try closing and reopening the authenticator app, or restarting your device. Ensure your device is connected to the internet.
   
• If you've recently changed phones, deleted the authenticator app, or reset your device, your MFA setup may no longer be available. In this case, you may need to use a recovery code to log in, or contact your account administrator for help resetting MFA.

My code was rejected

This applies whether you receive your code by authenticator app or email.

• Ensure the code hasn't expired. For security reasons, one-time codes are only valid for 30 seconds. Generate a new code from your authenticator app, or request a new email code, and enter it straight away.
   
• If using an authenticator app, check that the code you're entering is for your HotDoc account, not another account or application. If you use the app for more than just HotDoc, you'll likely have several codes generated at once. If your authenticator app stores codes for multiple accounts, make sure you're entering the code for HotDoc.
   
• If you've re-enabled multi-factor authentication after previously disabling it, your authenticator app may contain both your old and new HotDoc entries. Make sure you're using the code from the most recently added HotDoc entry. Once you've confirmed it's working, you can delete the older one.

Using a recovery code

If you need to access the Dashboard immediately and can't resolve the issue using the above steps, you can sign in using one of your recovery codes instead.

Your recovery codes were provided when you first set up multi-factor authentication, so check wherever you saved them. You would have been shown the option to either copy and paste the codes, or to download them as a file.

If you can't find your recovery codes or you've already used them all, please see: I've lost my recovery code.

I still need help

Still can't sign in after trying the above? Reach out to the HotDoc Support team and we'll help you through the next steps.