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2-Step Verification

  1. Security
  2. 2-Step Verification

    3. 14 min read

Did you know that you can enable 2-Step Verification for your staff profile for an added layer of security?

By enabling 2-Step Verification on your staff profile, you’ll receive a one-time SMS code to your mobile phone that you enter in Jane each time you log in, after entering your password.

We are actively working to add more authentication measures to Jane in the near future to provide you with more options with varying degrees of security and complexity depending on your needs. If you’re looking for something outside 2-Step Verification, we’d love to get your feedback.

This guide will walk you through how to set it up, how to turn it off, and what to do if you lose your phone or cannot access your account.

📣 If you’ve lost access to your device, follow these steps.

📣 If you aren’t receiving your verification code, follow these steps.

Let’s get started.

How to Enable 2-Step Verification

To enable 2 Step Verification, you’ll want to first click on your name in the top right corner of Jane if you’re on a desktop or laptop computer. On a mobile device, you’ll click on the circle around your initials in the upper-right corner. Next, select My Account:

Note📍: If you don’t have a mobile number entered within your profile, you’ll be redirected to a form that will ask you to complete your profile. After you enter a phone number in the Mobile Phone field and hit the Create Profile button at the bottom of the page, you’re all set!

You can scroll down and click 2-Step Verification on the left menu and toggle on the Text Message (SMS) option:

You’ll see a pop-up prompting you to enter your password for your Jane Account, and then once you click Next, you’ll be able to enter the mobile number where you’d like to receive your verification code.

💡If you already have a mobile phone number on your staff profile, it will pre-populate for you. If you enter a different mobile number, it will update what’s on your staff profile.

Next, you’ll receive your authentication code by text (SMS), which you can enter into Jane and click Submit.

If you don’t receive a code by text, just click the Resend code button to receive a new one.

Once you’ve submitted your code, 2-Step Verification is set up and you’ll see the toggle has turned blue:

📣 Jane tip: When logging in, you can click the remember me for 30 days checkbox so that you don’t have to enter a verification code when logging in on that device. However, if you clear the cookies in your web browser or use an incognito window, you will be prompted to enter a verification code.

How to disable 2-Step Verification

💡 If you like the added layer of security that 2-Step Verification offers, but don’t want to enter your code every time you log in on a trusted device, check out the section of the guide just above. ⤴️

You can disable 2-Step Verification for yourself as long as you are able to log into your account.

📣 If you are not able to log into your account and need 2-Step Verification turned off, you’ll want to jump to this section of the guide.

Start by heading to the same place you went to turn on 2-Step Verification. Click on your name in the top right corner of Jane, and select My Account:

On the menu to the left, select 2-Step Verification and then click on the toggle to turn it off:

You’ll be prompted to enter your password to confirm.

All done!

Lost access to your device and can’t access your account or too many code-entry attempts?

If you have entered an incorrect code too many times and cannot access your account, or if you’ve lost your mobile device, then the Account Owner or a staff profile with Full Access can turn off 2-Step Verification on your profile so that you can log in:

The Account Owner or Full Access user will then need to enter their password for their own profile and then click Confirm. 2-Step Verification will then be turned off for your profile and you can now log into your account using only your username and password.

Don’t forget to turn 2-Step Verification back on in your My Account area once you’re signed back in!

Jane tip: If you also need your password reset, the staff member who disabled 2-Step Verification can trigger a password reset for you as well:

Not receiving your verification code?

If you have access to your device but you’re not receiving your code, you’ll first want to check:

  1. Are your text messages from Jane going to your “Spam” or “Blocked” folder on your phone? Many text messaging apps will have a separate folder for messages they consider spam, which these verification texts can sometimes look like. See if anything is in that folder and if so, you’ll have your code!

  2. Are you getting text messages from anyone else? Check to make sure you’re not experiencing a phone service outage.

  3. Are you logged in on any other device? If you can’t get in on your laptop, but you’re logged in on your phone, you can get into Jane and disable your 2-Step Verification, if you’re experiencing any issues.

  4. Is there any other Full Access User that can disable 2-Step Verification for you so you can get in?

If the answer is no to all four questions, please get in touch with our Privacy and Security Team at [email protected]

For solo Practitioners and Account Owners who can’t sign in

If you have a Full-Access staff member then please reach out to them as they will be able to temporarily turn 2-Step Verification off for you so that you may sign in.

If there are no Full Access Staff profiles in your Jane account to assist you with the above steps, then please contact our Privacy and Security Team at [email protected]

Please note: For privacy and security reasons, Account Owners will need to be verified directly with our Privacy and Security team. We want to get you back into your account as soon as possible, but please be aware that in order to maintain our security protocols, the process can take up to a minimum of 2 business days.

FAQ

Can I use a different mobile number for my verification code than the one on my staff profile?

The mobile phone number on your staff profile is the one that will be used for 2-Step Verification as well. If you enter a different number when enabling 2-Step Verification, it will override and update the number on your staff profile.

What happens to 2-Step Verification when I update my mobile phone number from my staff profile?

Changing your mobile number from your staff profile will turn off 2-Step Verification. Once you’ve updated the mobile phone number on your account, you’ll need to turn on 2-Step Verification again from your My Account area. You’ll see a note on the Edit Mobile Phone screen with this information as well.

Can I receive my verification code by email?

Currently, you can only use 2-Step Verification with a mobile number. However, this is just the first step for this feature, and we are planning to support more methods to enable 2-Step Verification soon.

Can I turn on 2-Step Verification for another staff member?

No, you can only turn on 2-Step Verification for your own profile.

Can I turn off 2-Step Verification for another staff member?

If you are the Account Owner or have a Full Access staff profile, you can turn off 2-Step Verification for another staff member by heading to their profile and clicking Remove next to the 2-Step Verification section. You’ll be prompted to enter your own password to confirm.

Can a Full Access staff member turn off 2-Step Verification on an Account Owner’s profile?

Yes, If the Account Owner is having trouble logging in and needs 2-Step Verification turned off, another staff member with Full Access can disable it for them by heading to the Account Owner’s profile and clicking Remove next to the 2-Step Verification section.

What if I’m an Account Owner or Solo Practitioner so there are no other Full Access staff profiles on my Jane Account and I can’t access my mobile device?

If there are no Full Access staff profiles in your Jane account to assist you with disabling 2-Step Verification, then please contact us at [email protected] and we’ll be happy to help.

For privacy and security reasons, Account Owners will need to be verified with our Privacy and Security team. We want to get you back into your account as soon as possible, but please be aware that in order to maintain our security protocols, the process can take up to a minimum of 2 business days.

If another staff member turns off my 2-Step Verification, will I be notified?

Yes, anytime 2-Step Verification is turned on or off by you or a Full Access user, you’ll receive an email to make sure you’re aware of the change.

How long do I have before my verification code expires?

You’ll have a little over 5 minutes to enter the code before it expires.

What happens if I enter the wrong code too many times?

If you enter the wrong code after several tries, you won’t be able to receive another code for a little while before you can try again. You can wait and try again or have your Account Owner or a Full Access user disable 2-Step Verification on your staff profile.

If you are an Account Owner or solo practitioner and there are no other staff profiles on your Jane Account with Full Access, then you’ll want to reach out to us at [email protected].

I’m an Account Owner. Can I make 2-Step Verification mandatory for my staff?

Currently, Jane doesn’t have the option to make 2-Step Verification mandatory for staff, though you’ll be able to see if they have it enabled or not on their staff profile.

I’m on vacation and can’t receive text messages. What do I do?

If you’re out of the country and can’t receive text messages, you’ll want to check with another Full Access user to see if they can disable your 2-Step Verification temporarily.

If there is no other Full Access user in your account and you can’t wait until you’re back in the country, please see if you can temporarily turn on your data so you can receive your text messages while abroad. While they may incur a service charge, it is safer to do this than it would be to remove your 2-Step Verification.

If you still can’t get text messages, please contact our Privacy and Security Team for assistance at [email protected]
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