FAQ Index for the most common Issues logging into the App:
1. I am being prompted to enter a one time code but I have not received a 6 digit number via or email, what do I do?
2. I scanned QR code with my phone and it not working what do I do?
3. I recently switched phones, and the authenticator is not listing IMPaCT as an option, what do I do?
4. I tried to login with the code from the authenticator I use but I get an error saying “The code you entered is invalid” what do I do?
1. I am being prompted to enter a one time code but I have not received a 6 digit number via or email, what do I do?
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When you see the prompt, that’s your cue to open your authenticator app on your phone and find the number linked to your IMPaCT account. Remember, the 6 digit code changes every 30 seconds. Enter the 6-digit number from the authenticator app into the IMPaCT site and you’ll be in!
2. I scanned QR code with my phone and it not working what do I do?
First, you will want to open your authenticator app on your phone. Then you will want to find the camera feature in your authenticator which will open up your phone's camera. Point your phone's camera at the QR code to scan and connect your phone to your IMPaCT app.
3. I recently switched phones, and the authenticator is not listing IMPaCT as an option, what do I do?
Please reach out to support@impactcarehq.com and we’d be happy to reset your MFA so you can pair your new phone to your authenticator. Once your MFA is reset you will need to login to the app at which point, you should be prompted to scan the QR code and reset on your current phone.
4. I tried to login with the code from the authenticator I use but I get an error saying “The code you entered is invalid” what do I do?
First, double check that the code you entered is for your IMPaCT account. If it is and you are still having trouble, please reach out to support@impactcarehq.com and we’d be happy to reset your MFA so you can login. Once your MFA is reset you will need to login to the app at which point, you should be prompted to scan the QR code and reset on phone.