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2-Step Verification FAQ

  1. Staff Profiles
  2. 2-Step Verification FAQ

    3. 26 min read

This guide is a compilation of the most frequently asked questions about Jane’s 2-Step Verification feature, including the SMS option, the authenticator app option, and Recovery Codes.

If you haven’t read it already, we have a dedicated guide to walk you through how to set up and use 2-Step Verification:

Feel free to scroll through the different topics, or jump straight to a particular question:

General questions

Using text messages (SMS) for verification

Using an authenticator app for verification

Troubleshooting

Recovery Codes

General questions

Is there a fee for using 2-Step Verification?

Nope, there are no extra charges or fees for using 2-Step Verification. This security feature is included with your Jane subscription. However, standard data or message rates from your mobile provider may apply if you receive verification codes via SMS.

Can I use both text message and authenticator app verification?

Yes. You can set up both methods for 2-Step Verification. Once both are set up, you can choose one as your default and keep the other as a backup. When you log in, you can select Try another way to use your non-default method.

Do I have to enter my verification code every time I sign in?

No, not necessarily. When you sign in using a verification code, you can check the Trust this browser to skip 2-Step Verification for 30 days box to skip the extra step next time. Your browser will remember this setting for 30 days, so you’ll only need to enter your code again once that time’s up, or if you clear your browser’s cache or sign in on a different browser.

To be clear, you’ll still have to enter your password every time you log in, so the setting above only applies to your 2-Step Verification code.

If you don’t see the Trust this browser checkbox, the setting has not been enabled in Settings > Security > 2-Step Verification Enforcement.

It’s also good to know that your clinic might have a separate security setting called Automatic Sign Out that signs you out after a period of inactivity. This is different from 2-Step Verification, but it also helps keep your account secure. It can be found in Settings > Security.

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

Yes, you can enforce 2-step verification for all staff members clinic-wide. Check out this guide with instructions for enforcing 2-step verification clinic-wide.

Where are my verification codes sent?

When logging in with 2-step verification, your one-time SMS code will be sent to the mobile number saved on your staff profile. That means every staff member gets their own code sent directly to the phone number listed under their own account. If you don’t receive a code, make sure your mobile number is up to date in your profile settings for smooth logins every time.

If you use an authenticator app, like Passwords (Apple) or Microsoft Authenticator, you will find your code in the app on your mobile device instead.

I’m receiving verification codes I didn’t initiate.

If you’re receiving verification codes and you didn’t try to log in, please contact our support team immediately. This helps us make sure your account stays secure.

Can I enforce 2-step verification for some staff members but not others?

No, the 2-step verification enforcement can only be enabled as a clinic-wide setting. Either it’s applied to all staff profiles or none. However, if you don’t want to enforce 2-step verification for all staff profiles, you can still check who has it individually enabled and disabled by looking at their staff profiles.

You can pause 2-step verification for a staff member from their profile if they’re having trouble logging in, can’t access their mobile device, and don’t have their Recovery Code.

Can I receive my verification code by email?

No. 2-Step Verification codes can only be received by text message or through an authenticator app. You can set up one or both methods, then choose which one you’d like to use by default.

Can I set up 2-Step Verification for another staff member?

No, you can only set up 2-Step Verification for your own profile, but you can make 2-Step Verification mandatory clinic-wide, so staff members will need to set it up for their profiles.

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 or Pause next to the 2-Step Verification section. You’ll be prompted to enter your own password to confirm.

Can 2-step verification be enabled for patients or clients?

No, at this time, 2-Step Verification is only available for staff accounts.

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 or Pause next to the 2-Step Verification section.

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.

Using text messages (SMS) for verification

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.

How long do I have before my verification code expires?

You’ll have just over 5 minutes to enter your verification code before it expires.

Using an authenticator app for verification

Which authenticator apps can I use?

You can use any authenticator app that follows standard TOTP (Time-based One Time Password) specifications. An authenticator app that syncs across multiple devices is especially good because it means that you can use the app on your laptop or desktop device so if you lose your phone, you can still get your verification code.

Below is a list of some of the more common authenticator apps that work with Jane: ⤵️

Application Type iOS Android Desktop Other info
Microsoft Authenticator App ✅ ✅ ❌
Authy App ✅ ✅ ❌
  • Syncs across multiple devices
Zoho One Auth App ✅ ✅ ✅
1Password Password Manager ✅ ✅ ✅
  • Syncs across multiple devices
  • Auto enters code
Bitwarden Password Manager ✅ ✅ ✅
  • Syncs across multiple devices
  • Auto enters code
LastPass Password Manager ✅ ✅ ✅
  • Syncs across multiple devices
  • Auto enters code

An authenticator app that syncs across multiple devices is recommended because if you lose your phone, you can access the authenticator app on your laptop or desktop device to receive your verification code.

We strongly recommend the authenticator app option because:

  • It’s more secure than SMS messages

  • If it syncs across multiple devices, you can use it on your desktop or laptop device. Then, even if you lose your phone, experience a carrier outage, or are travelling and can’t receive SMS messages, you’ll still be able to log in.

Can I require staff to use the Authenticator app instead of SMS for 2-Step Verification?

No, not quite. You can make 2-Step Verification mandatory for your team, but you can’t currently choose which method they use. Each staff member can choose to set up an authenticator app, text message, or both. If they set up both, they can choose which one is their default.

Why is the authenticator app option more secure?

Codes generated by your authenticator app:

  • Are not transmitted over cellular or internet networks

  • Change every 30 seconds and are tied to a device

  • Are phishing and SIM-swap resistant

Can I use my authenticator app if I have spotty reception or my device is offline?

Yes, authenticator apps don’t rely on cellular service or internet connection. They’re ideal for travelling clinic administrators or staff using Jane remotely.

How long do I have before my verification code expires?

Your authenticator app will generate a fresh code typically every 30 seconds.

I’m having trouble entering my verification code

Your authenticator code will refresh every 30 seconds. If you’re having trouble, wait until the code refreshes and then enter it in Jane. If you’re still having difficulty, check that the clocks on both devices are set to the same time.

I want to use the authenticator app option but I don’t have a mobile phone.

We recommend choosing one of the authenticator apps that is available to use on a desktop computer. Password managers and Zoho Auth One are available on desktop.

My clinic uses shared logins or workspaces. How can we share verification codes securely with each other?

In this case, using a password manager is a great way to store and share verification codes securely. Some password managers also act as authentication apps, like:

Another good option is Authy which is not a password manager, but it allows you to sync codes between devices.

Troubleshooting

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 you don’t have access to your Recovery Code, and 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.

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, use your Recovery Code, 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 on vacation and can’t receive text messages. What do I do?

If you’ve set up both 2-Step Verification methods, you can use your authenticator app instead of text message codes. Click Try another way on the login screen to choose this option.

If you don’t have access to either method, you can use your Recovery Code to log in. This is a six-character code you would have saved when you set up 2-Step Verification.

After entering your username and password, you can select Use recovery code instead.

If you don’t have your Recovery Code, 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.

Recovery Codes

What is a recovery code and why is it important?

Think of a recovery code like a spare key to your Jane account that you keep in a safe spot, just in case.

If you ever lose access to your phone or can’t receive your usual SMS code, this one-time-use code can get you logged in securely. Each recovery code can only be used once, so it’s important to store it somewhere safe but accessible (we recommend using a password manager or secure cloud storage).

Having your recovery code on hand can save you from delays or needing to contact support, especially if you’re dealing with a phone issue or an unexpected outage with your SMS provider.

Does using a recovery code mean I don’t need my password to log in?

No, your recovery code doesn’t replace your password. It works alongside it.

Just like your usual login process with 2-Step Verification, using a Recovery Code still requires your password first. This helps keep your account secure, even if you’re logging in from a new device or during an outage.

Recovery codes are a trusted industry standard because they let you keep 2-Step Verification turned on without needing to remove or disable it, which could leave your account more vulnerable. So think of your recovery code as a backup plan that keeps your account secure.

If I change my password, do I need a new Recovery Code?

No, your current Recovery Code will still be valid.

Can I get multiple Recovery Codes at once?

No, only one Recovery Code will be provided at a time, and the code will expire once it’s used or if you generate a new one.

Why doesn’t my old Recovery Code work?

After a code is used or if you generate a new one in your My Account area, the old code will expire.

Can Jane’s support team email me my Recovery Code?

No, Jane’s support team does not have access to your Recovery Code.

When should I use my recovery code?

You’ll want to use your Recovery Code when you can’t get your usual 2-Step Verification code, like if:

  • Your phone is lost, stolen, or left at home
  • You’re travelling and don’t have cell service
  • There’s a temporary issue with your carrier or SMS delivery
  • You can’t access your authenticator app

In these circumstances, you can enter your Recovery Code instead of your SMS or authenticator app code to log in.

Where can I find my recovery code?

You can find your recovery code by heading to My Account > 2-Step Verification. From there, click View Recovery Code.

You’ll also be prompted to save it right after you set up 2-Step Verification. You can copy the code or download it as a PDF.

Where should I save my recovery code?

It’s a good idea to store your recovery code somewhere secure but easy for you to access, like:

  • A password manager
  • A secure cloud storage folder that only you can access
  • Or printed and kept in a private, safe spot

Try to avoid saving it on public or shared drives, since that could put your account at risk. Think of it like a spare key — you don’t want to leave it under the doormat.

Can I generate a different recovery code?

Yes, you can generate a new recovery code anytime. When you do, your old one will immediately stop working. So if you’re not sure where your original code went (or just want a fresh one), it’s easy to update it. Just be sure to save the new one somewhere secure.

What if I lose both my phone and my recovery code?

  • If you can’t get your verification code and you’ve lost your recovery code, don’t worry — there’s still a way back in.
  • If you’re part of a clinic, reach out to the Account Owner or a Full Access user — they can help you regain access by temporarily disabling 2-Step Verification for your profile.

If you’re a clinic owner or a solo practitioner, please email our Privacy and Security Team at [email protected].

They’ll guide you through the next steps to securely get you back into your account.