If you cannot access your Jane account and 2-Step Verification is enabled, here’s what to do:
💡 Jane tip: If you’ve set up both text (SMS) message and authenticator app verification, you can use your non-default method when logging in. Select Try another way on the login screen to choose the other option.
For Account Owners or Solo Practitioners
If you have your Recovery Code
If you have access to the Recovery Code you saved when setting up 2-Step Verification, you can use that in place of your SMS or authenticator app code to sign in.
If you can’t find your Recovery Code
If you can’t find your Recovery Code, but there is another Full Access staff member in your clinic’s Jane Account, they can pause 2-Step Verification on your profile so you can log in using only your password.
▶ How to pause 2-Step Verification for another staff profile
If you’re a Full Access user, you can pause another staff member’s 2-Step Verification to help them log in if they can’t access their verification or recovery codes.
Head to the staff member’s profile and click the Remove or Pause button next to the Active badge in the 2-Step Verification section.
You’ll be prompted to enter your own password for your Jane Account to verify you. Next, you’ll click Confirm, and the other staff member should be able to sign in using only their login credentials, no verification code needed.
Once they’ve regained access to their account, they’ll want to resume 2-Step Verification.
If there are no Full Access Staff profiles in your Jane account to assist you, 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.
Non-Account Owners and other staff profiles
If you have your Recovery Code
If you have access to your Recovery Code that you saved when you set up 2-Step Verification, then you can enter that code instead of your SMS or authentificator app code.
If you can’t find your Recovery Code
If you don’t have your Recovery Code, 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, or pause 2-Step Verification for you if it’s enforced clinic-wide.
▶ How to pause 2-Step Verification for another staff profile
If you’re a Full Access user, you can pause another staff member’s 2-Step Verification to help them log in if they can’t access their verification or recovery codes.
Head to the staff member’s profile and click the Remove or Pause button next to the Active badge in the 2-Step Verification section.
You’ll be prompted to enter your own password for your Jane Account to verify you. Next, you’ll click Confirm, and the other staff member should be able to sign in using only their login credentials, no verification code needed.
Once they’ve regained access to their account, they’ll want to resume 2-Step Verification.
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: