Having 2 factor authentication (2FA) in place is the single most important thing you can do to secure your Cliniko account. In addition to your email and password, a second factor is required for logging in—this would be a unique code that's generated by the 2FA app that you have installed on your mobile phone.
What happens if you no longer have access to that code, though? Perhaps you got a new phone, or accidentally uninstalled the 2FA app on your current phone. Or, maybe, you have the same phone and the same 2FA app, but the codes just aren't working. In this guide, we'll walk you through some of the most common reasons that you might be having trouble with 2FA, and how you can access your account.
The backup codes that you were asked to download when you initially set up 2FA will be very helpful here. You can use a backup code to get back into your Cliniko account.
Generally speaking, the most common reasons for 2FA-related trouble are as follows:
- My phone and 2FA app are the same, but the codes aren't working.
- I have the same phone, but I deleted the 2FA app.
- I lost my phone.
- I got a new phone.
- None of my backup codes are working.
- I lost everything, including my backup codes.
Read on below for more information on how to get back into your Cliniko account. If you don't have any backup codes whatsoever, we recommend you reach out to an administrator of your account, as they will be able to disable 2FA so that you can log in and subsequently set it up again (don't forget to download a new set up of backup codes!).
The 2FA app codes aren't working
If you have the same "original" setup (meaning, you haven't uninstalled the 2FA app, nor have you gotten a new phone), it's possible that the time settings on your phone are incorrect. Check your phone's system settings to make sure that it’s set to the current time—we recommend ensuring that your phone's time is set to "automatic".
If the time settings on your phone are correct, and you still can't get in, use one of your 2FA backup codes. This will allow you to log into your account, and you can disable/reenable 2FA for a "fresh" setup (be sure to regenerate a new set of backup codes after doing this, as the old ones will no longer be valid).
I deleted my 2FA app
If you deleted your 2FA app, you will need to use one of the backup codes to log in. Once you've done this, disable and then reenable 2FA for a fresh setup. Don't forget to save your new set of backup codes, as the old ones will no longer be valid!
I lost my phone
If you've lost your phone, you will have to use a backup code to log in. Once you've done that, disable and then reenable 2FA for a fresh setup. Don't forget to download or print a new set of backup codes, as the old ones will no longer be valid!
I got a new phone
If you've gotten a new phone, you may be able to "transfer" your 2FA app and codes from your old phone to the new one, but this would require that you have access to the old phone (which may not be possible, especially if you've traded it in). The easiest way to regain access to your account when you have a new phone is to use a backup code to log in, and then disable/reenable your 2FA setup (and please save a new set of backup codes, as the old ones won't be valid anymore!).
None of my backup codes are working
If none of your backup codes are working, then it would mean that you've either used all of them up, or they might be "expired" (meaning, they are an older set of backup codes that no longer work because they were downloaded before you set 2FA up again).
Can you find any other versions of these backup codes that you may have saved at an earlier date?
If not, then this is the point at which you will want to reach out to the owner/administrator of your Cliniko account. They will be able to disable 2FA for you, so you can log in with just your email and password. You can then set 2FA up again (and don't forget to save a new set of backup codes!).
I lost everything, including my backup codes
If you no longer have access to your phone or any backup codes, please chat to the owner of your Cliniko account. They will need to disable 2FA for you, and then you can log in using just your email and password. You will then need to set 2FA up again (and please remember to save a new set of backup codes!).
🚨 Please remember—making sure that you save a copy of your backup codes, and have access to it, is one of the most important things you can do. Backup codes can be the difference between regaining access to your account in moments versus having to wait for an administrator to help you get back in. Be sure to store your backup codes somewhere secure! 🚨
For more information on how you can keep your account secure, head over here.