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.
Important: If you’re still unable to access your account after trying the troubleshooting steps below, please contact our Support team for assistance.
Below, you’ll find answers to:
Accessing your account
- What should I do if I lose access to the phone I've set up 2-step verification with?
- Why am I seeing "Your code has expired" or "Session Expired" when signing in?
Receiving your verification code
- 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 if I’m having trouble setting up or using my authentication app?
Team members
- 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: For setup instructions and frequently asked questions about 2-step verification, see Protecting your account with 2-step verification.
What should I do if I lose access to the phone I've set up 2-step verification with?
If you no longer have access to the phone you use for 2-step verification, select Send code by email on the verification screen. We’ll send a verification code to the email address associated with your SimplePractice account.
If you also can’t access your account email, please contact our Support team for assistance. We'll verify your identity and guide you through the appropriate account recovery process.
Why am I seeing "Your code has expired" or "Session Expired" when signing in?
Verification codes and sign-in sessions are valid for a limited time to help keep your account secure. You may see one of these messages if:
- It took too long to enter your verification code
- You entered a code that has already expired
- You requested a new code and entered an older one
- There were too many unsuccessful verification attempts
If this happens, return to the sign-in page and try again. Be sure to use the most recently received verification code and enter it as soon as possible after receiving it.
If you're still unable to sign in, contact our Support team for assistance.
What do I do if I’m not receiving my verification text message?
If you aren’t receiving your verification code by text message, you can have it sent by email instead:
- On the verification screen, select Send code by email
- Check the email address associated with your SimplePractice account for your verification code
- If you don't see the email, check your Spam or Junk folder
If you’re still unable to sign in, contact our Support 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 to resume. During this time, you can continue using 2-step verification by receiving verification codes through an authentication app or by 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:
- Google Authenticator: Get verification codes with Google Authenticator
- Duo: Third-Party Account Setup
- Athy: Add a New Two Factor Authentication (2FA) Account Token in the Authy App
For steps to set up an authentication app with your SimplePractice account, see Using an authentication app.
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 login.
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