Why this happens
When you sign in, Hero asks for a code as well as your password. When you first set up your account you chose one of two methods:
Email: a code is sent to the email address on your Hero account each time you sign in.
Authenticator app: a 6-digit code labelled Hero Health appears in an app on your phone, such as Microsoft Authenticator.
If you're waiting for an email but your account is set to an app, no email will come. Email codes can also be held up by your practice's email filtering, or rejected if they've expired.
What you can do
Check which method you set up. If you use an authenticator app, open it and look for the Hero Health code.
If you expect an email, check your junk or quarantine folder, and ask your IT team whether sign-in emails are being filtered.
If a code is rejected, wait for a new one and enter it straight away.
If you no longer have the phone or app you set up, or want to switch between email and app codes, contact us. We can reset your sign-in method, and moving to email codes is a normal request.
Never send us a code you've received.
When to contact us
Use the support form (https://herohealth.fillout.com/supportform?partner=Direct), with your email address, practice name and a screenshot of what you see, if:
you need your sign-in method reset
you're asked to register or set up a practice when you already have an account
you never received your invite email
you were given access again after being removed, but still can't sign in
several people at your practice stopped getting codes at the same time (tell us once, rather than each person writing in)
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