If your patient profile hasn't been logged into for two or more consecutive years, Jane considers it a dormant account. To protect your personal health information, Jane sends a verification code to the email address on file before granting access. This confirms that the person logging in is the legitimate account holder.
📣 Heads up: If you're a clinic owner or staff member looking to help a patient with this, head to our guide on Helping Patients Log In.
Instructions
To verify your email and log into your My Account portal, follow these steps.
- Enter your username and password on your clinic's login screen and click Sign In.
- A Verify your email screen appears, confirming that a verification code has been sent to the email address on file. The address is masked (for example, j••••••••@gmail.com) so you know which inbox to check.
- Open your email inbox and find the verification email from Jane.
- Copy the verification code from the email.
- Return to the Verify your email screen and enter the code in the Enter your code field.
📣 Heads up: The verification code is valid for 10 minutes. If it expires before you enter it, return to the login screen and sign in again to receive a new code.
- Click Verify.
What to Expect
A green Email verified successfully confirmation appears and you're logged into your My Account portal.
Important Notes
- If the verification email doesn't appear in your inbox, check your spam or junk folder.
- If you no longer have access to the email address on file, contact your clinic directly to have it updated before completing verification.
- This applies to patient profiles only. If you also have a staff profile at the same clinic, you won't be prompted for email verification when logging in.