Overview
Two-Factor Authentication (2FA) in PatientNow Essentials adds an extra layer of security by requiring users to verify their identity with a one-time code sent to their email during login. Once enabled by an administrator, this applies to all users. During login, users confirm or enter an email address, receive a verification code, and enter that code to access the system. Most issues are related to incorrect email addresses or expired verification codes.
Table of Contents
Who This Applies To
Managers / Supervisors – Ensure staff follow security policies
Staff / Users – Complete 2FA during login
System Requirements
Each user must have a valid email address
Users must have access to their email inbox during login
Prerequisites
Employee profiles must be created and maintained.
Two-Factor Authentication Requirement
Two-Factor Authentication (2FA) is required for all users in PatientNow Essentials and is enabled by default. Administrators do not need to configure or enable this feature.
All users will be prompted to complete 2FA during login.
2FA Login Workflow
Step 1: Log In
Enter username and password
Click Log In
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Note: 2FA begins only after valid credentials are entered.
Step 2: Confirm Email Address
Review the email shown (pulled from the Employee Profile)
Click Confirm and Continue
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Step 2B: Email Required (If Missing)
If no email exists, the user is prompted to enter one
Click Save and Continue
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Important: This email is saved and used for all future verification attempts.
Step 3: Confirm Email Popup
User is asked to confirm:
“The verification code will be sent to: [email]”Click OK to proceed
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Important: This is the final confirmation before the code is sent.
Step 4: Receive Verification Code
A 6-digit code is sent via email
Email details:
Subject: PatientNow Login Code
From: notices@envisionnow.com
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Note: Codes are sent via email only. SMS/text is not supported.
Step 5: Enter Verification Code
Enter the code within 20 minutes
Click Continue
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Note: Only the most recent code will work.
Remember This Device
Users can select “Remember this device”
If selected:
2FA is skipped for 30 days
Applies only to that specific device/browser
If not selected:
2FA will be required on the next login
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Resending Codes
Users can request a new code if needed
A new code:
Is sent immediately
Invalidates any previously issued code
Where the Verification Email Comes From
The verification email is pulled from:
Employee Profile → Email field
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Navigation path:
Employee → Employee List → Edit Employee → Email
Important: This email field is the source of truth for 2FA delivery and is not tied to the username/login field.
Final Result
The user is successfully logged into PatientNow Essentials.
Troubleshooting
Issue
|
Likely Cause
|
Resolution
|
Cannot log in
|
Incorrect username or password
|
Verify credentials or reset password
|
No verification code received
|
Incorrect or outdated email in Employee Profile
|
Verify and update email in Employee Profile
|
Verification code not received
|
Email filtered to Spam/Junk
|
Check Spam/Junk folders
|
Verification code delayed
|
Email delivery delay
|
Wait 1–2 minutes and request a new code
|
Code not working
|
Code expired (over 20 minutes)
|
Request a new code and enter promptly
|
Code not working
|
Using an older code
|
Use only the most recent code received
|
Prompt requests email
|
No email on file
|
Enter a valid email and continue
|
User entered incorrect email
|
Typo or incorrect entry
|
Restart login and enter correct email
|
User expects text message
|
SMS/text not supported
|
Inform user that verification is email only
|
Not prompted for 2FA
|
Login credentials not accepted
|
Resolve login issue first
|
2FA required every login
|
“Remember this device” not selected
|
Select “Remember this device” (30-day validity)
|
Still not receiving code
|
Incorrect email saved in profile
|
Update Employee Profile and retry login
|
Note: Most 2FA issues are caused by incorrect email addresses, delayed delivery, or expired codes rather than system errors.
FAQ
Q. Why is two-factor authentication important?
Two-factor authentication adds an extra layer of security by requiring a second verification step, helping protect accounts and sensitive data even if a password is compromised.
Q. Why did you make these changes?
We’ve made this update to strengthen account security and better protect sensitive client data, while aligning with industry best practices. This change also supports our commitment to maintaining SOC 2 compliance—an industry-recognized security standard required by many practices.
Q. Do I need to set anything up?
No. 2FA will be automatically enabled and managed for your account, no additional setup is required.
Q. How will I receive the verification code?
You will receive the verification code via email from ‘notices@envisionnow.com’
Q. Can I receive the verification code via text message?
No. Verification codes by text message are not supported at this time.
Q. What email address will the verification code go to?
The verification code will be emailed to the email address listed in your Employee Profile.
Q. What if my Employee Profile is missing an email address?
Upon login, you will be prompted to enter the email address you’d like the verification code to be emailed to. This email address will be saved to your Employee Profile upon confirmation.
Q. Can I change the email address where the verification code will be sent to?
Yes. Remove or update the email address under your Employee Profile. Upon the next login, you will be prompted to either confirm or enter the new email address you’d like the verification code to be emailed to.
Q. Do I have to enter the verification code on every login?
No. You will only be prompted with two-factor authentication every 30 days (if you choose to remember the device) or upon logging into a new device.
Q. Can I adjust how often I’m prompted for 2FA if I want something other than 30 days?
No, the 2FA prompt frequency cannot be adjusted. The 30-day window is set to balance strong security with minimal disruption to your workflow.
Q. Does this apply to all users in my organization?
Yes. 2FA is enforced across all users to ensure consistent protection of your account and client data.