How do I change the phone number or email used for MFA?
You can update your MFA phone number or email by logging into RXNT and going to Account Setup -> Multi-Factor Authentication. From there, you can edit or replace your existing MFA method. Click here to learn more!
If you’re unable to log in, contact your practice administrator for a recovery code.
Why do I need to use MFA?
MFA adds an extra layer of security to protect your account and patient data. Even if someone gets your password, they won’t be able to access your account without the second verification step. This helps RXNT meet security and compliance requirements and keeps your information safe.
Can MFA be removed so I don’t have to use it?
No. MFA is required for all RXNT users and cannot be disabled. This requirement helps protect sensitive healthcare data and ensures compliance with security standards.
Where does the MFA code get sent?
Your MFA code is sent to the method you set up, such as:
- Authenticator app
- Text message (SMS)
Why can’t I call RXNT to have someone generate a code for me?
For security reasons, RXNT support cannot generate or provide MFA codes. MFA is designed so that only you can access your account, preventing unauthorized access.
Who can generate recovery codes for me?
Recovery codes are shown during setup and should be copied and saved at that time. If they are not saved, your practice administrator will need to generate a new code for you. If you don’t know who your practice admin is, RXNT Support can help identify them.
This is frustrating, why do I have to do this every time I log in?
MFA is required at login to ensure each access attempt is secure. Depending on your settings and device, you may not be prompted every single time, but regular verification helps prevent unauthorized access, especially from new devices or locations.
I never set up MFA. Where do I do that?
If MFA wasn’t set up previously, RXNT will prompt you to configure it the next time you log in. Follow the on-screen instructions to choose your preferred MFA method. Click here to learn more!
I don’t have access to my MFA method anymore. What should I do?
If you’ve lost access to your device, email, and/or authenticator, you can use a recovery code that was saved during setup. If you no longer have access to the recovery code, please contact your practice administrator for assistance. They can provide you with a recovery code that you can use to log in. Once logged in, navigate to Account Setup to set up a new MFA method. Click here to learn more about setting up a new MFA method!
I don’t have service right now to receive a text or email. What can I do?
If possible, use an alternate MFA method (such as an authenticator app, or recovery code). If no methods are available, use your saved recovery code or contact your practice administrator to generate a recovery code.
The MFA code isn’t coming through. How do I get in?
First, try the following:
- Check your spam or junk folder (for email)
- Confirm your phone number or email is correct
- Wait a minute and request a new code
- Try another MFA method if available
If the issue continues, use your saved recovery code or contact your practice administrator to generate a recovery code.
My MFA is set to my phone, but I don’t have service or I’m not receiving the text. What should I do?
If you’re unable to receive an MFA text message, you have a couple of options:
-
Try another MFA method
If you already have additional MFA methods set up (such as email or an authenticator app), select Try another method on the login screen and choose one of those options. -
Use a recovery code
If you don’t have another MFA method available, use your saved recovery code or contact your practice administrator to generate a recovery code. Once you’re signed in, go to Account Setup and set up a new MFA method so you’re not blocked in the future.
I’m a practice administrator. How do I generate recovery codes for my staff?
If a user on your account no longer has access to their MFA method, you can generate a recovery code for them by going to Location and Staff Management from the utilities menu, finding the user on the list, and clicking Generate Recovery Code. Click here to learn more!