2-step verification helps safeguard your account and your clients’ information. This guide covers common questions and issues related to using and managing 2-step verification in SimplePractice.
Below, you’ll find answers to:
- What do I do if I’m not receiving my verification text message?
- Can I opt back in to receive text messages if I accidentally opted out?
- What do I do if I’m having issues setting up or using my authentication app?
- Can I enable or disable 2-step verification for my team members?
- How do I know if my team members are using 2-step verification?
Note: To learn how to set up 2-step verification for your account, see Protecting your account with 2-step verification.
What do I do if I’m not receiving my verification text message?
If you didn’t receive your verification code by text message, you can have it sent by email instead:
- Select Send code by email
- Check your email for the verification code
- Check your Spam or Junk folder if you don’t see the email in your inbox
Note: If you’re still unable to sign in, reach out to our team for assistance.
Can I opt back in to receive text messages if I accidentally opted out?
If you opted out of receiving text messages by replying STOP, you can opt back in by replying to the same number with START, UNSTOP, or JOIN.
For some phone carriers, it may take up to 30 days for text messages resume. During this time, you can continue using 2-step verification by receiving verification codes through an authentication app or your backup email.
Disabling and re-enabling 2-step verification in your SimplePractice account won’t override delays set by your phone carrier.
Important: Opting in or out of text messages doesn't enable or disable 2-step verification. Likewise, disabling or re-enabling 2-step verification will not opt you out of or back into receiving text messages.
What if I’m having trouble setting up or using my authentication app?
SimplePractice can’t provide direct support for third-party authentication apps. If you're having trouble, contact the support team for the app you’re using.
For help setting up your authentication app, refer to the following resources:
- Get verification codes with Google Authenticator from Google’s support center
- Third-Party Account Setup from Duo’s support center
- Add a New Two Factor Authentication (2FA) Account Token in the Authy App from Authy’s support center
Can I enable or disable 2-step verification for my team members?
You can’t enable or disable 2-step verification on behalf of a team member. Each team member manages 2-step verification settings for their own account.
However, you can review whether a team member has 2-step verification enabled by navigating to Settings > Team > Team members, under the 2-step verification column.
How do I know if my team members are using 2-step verification?
To view each team member’s 2-step verification status:
- Navigate to Settings > Team > Team members
- Under 2-step verification, confirm whether the setting is On or Off for each team member