Health Care Facility | Insurers | Related Initiatives
Health Care Facility | Insurers | Related Initiatives  

Verification Code Help

Each time a user  signs in to the HCAI application (www.hcai.ca) with their user name and password, they will be prompted to enter a verification code to complete the login process (View screenshot). The verification code will be sent to the email address or phone number that is linked to their HCAI user account’s My Profile tab.

Note – This page provides information specific for healthcare providers. If you are an insurer, please visit the Insurers Login Help Page.

This login process is referred to as two-factor authentication – an extra layer of security. HCAI’s two-factor authentication applies to all users who are using the HCAI application, and is not applicable to users logging into a Practice Management Software (PMS).

If the verification code is entered incorrectly the user can retry the code a limited number of times. If the code is expired, the user can request new code be sent.

Users without the Facility User Administrator role will see the option to check “Trust this device for future verification”.  Check this box if you are using a trusted device and would like to reduce the frequency you are required to enter a code.

Do you manage user accounts for your facility in HCAI? If you do, this means you have the User Administrator role assigned and you will need to enter the verification code when signing into HCAI every time. If you are unsure about your assigned roles in HCAI, have your Authorizing Officer (AO) or another User Administrator at your facility confirm your user roles. To locate your user information, they will need to go to the Manage tab > User Management sub-tab, enter your name, and click the search button. On the Search Results screen, they must click on your name to open your user account and review your user details.

Keep your email address up-to-date

Important note: Ensure the email address associated with your user account is up-to-date so you can receive the email with the verification code and log into HCAI.

Review the My Profile tab to confirm that the correct email address is associated with your user account. Only a user with the Facility User Administrator role can update a user’s email address. Step-by-step instructions on how to update a user’s email address can be found on the Update User Email Address page.

My Profile also includes a field where you can input a cell phone number if you would like the option to receive verification codes for two-factor authentication via text.

Two-Factor Authentication FAQ

  • When I enter the verification code it says it has been entered incorrectly or has expired.

    Ensure you are entering the code correctly. You can retry entering the code a limited number of times. The verification code will expire after 60 minutes if received via email, or after 10 minutes if received via text.

  • I updated my email address but I still did not receive a verification code.

    The verification code is only sent to the email address associated to your HCAI user account. If you updated your email address for Contact One/Two on the Facility Management sub-tab, you still need to update the email address on your user account to ensure you will receive the verification code to log in. Your AO or another User Administrator can update your email address.

    Update your email address by performing the following steps: 

    1. Go to the “Manage” tab and the “User Management” sub-tab
    2. Enter your name or username and press “search”
    3. Click on your name in the search results to open your user account
    4. Update the information in the “E-mail” and “Confirm E-mail” fields
    5. Press “Save”. Confirm the information is correct, and press “Save” again
  • I receive communications from HCAI but I am not receiving the verification code emails. Why?

    Authorizing Officers receive important updates from HCAI. Communications are sent to the AO’s email address found on the Facility Management sub-tab. It is the AO’s responsibility to keep your Facility’s HCAI account information up-to-date and share HCAI communications with everyone at your Facility who uses the application.

    If you are the AO, you must update your email address on your user account under the User Management sub-tab first before updating the AO email address field on the Facility Management sub-tab.

    Update your email address by performing the following steps: 

    • Go to the “Manage” tab and the “User Management” sub-tab
    • Enter your name or username and press “search”
    • Click on your name in the search results to open your user account
    • Update the information in the “E-mail” and “Confirm E-mail” fields
    • Press “Save”. Confirm the information is correct, and press “Save” again

    Important: Once your user email address has been updated, the system will automatically sign you out of HCAI. To update your AO email address on the Facility Management sub-tab, log into HCAI again. A reminder that a new verification code will be sent to the email address linked to your user account. A verification code can only be used once.

  • I am the AO and I’m still not receiving a verification code from HCAI. I do not have a backup User Administrator who can confirm my user account information.

    Please send an email to facilitysupport@hcaiinfo.ca to regain access to your user account.

  • How do I update my phone number to receive verification codes via text?

    If you need to update or add your phone number to your user account as your preferred method of receiving your verification code, you can add it in the Contact Details for Authentication Section of the My Profile Tab. Visit the Review My Profile page for more information.

Verification Code Help

I did not receive my verification code to the email address linked to my user account

If you know that your email address is up-to-date in your user account but you did not receive your verification code, it may be because your email provider prevented the verification code email from going through. You must add HCAI’s email addresses to your safe senders list to receive the HCAI verification codes and messages in your inbox. Safe senders are email addresses you trust and would like to receive emails from. Emails from safe senders will not be blocked or automatically moved to junk or spam folders.

Important note: If HCAI’s email addresses are not added to your safe senders list, you may not be able to receive the HCAI email with the verification code and you will not be able to log into HCAI.

HCAI users should be able to receive emails from four HCAI email addresses:

Mark HCAI messages as safe in your email account
Instructions on how to add our email addresses as safe senders are provided below.

Outlook.com
Also applies to Hotmail, Windows Live, and MSN

Add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. Click on the Settings icon in the upper-right corner.
  2. Click View all Outlook settings.
  3. Click on Junk Email and scroll down to Safe Senders and Domains.
  4. Under Safe Senders and Domains, enter systemdelivery@hcai.ca and select Add.
  5. Click Save and repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca.

Outlook (2013-2021 versions)
To add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. On the Home tab, click Junk.
  2. Then, click Junk E-mail Options.
  3. On the Safe Senders tab, click Add.
  4. Enter systemdelivery@hcai.ca, then click OK.
  5. Repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca

Outlook 2010
To add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. On the Home tab.
  2. In the Delete group, click Junk.
  3. Then, click Junk E-mail Options.
  4. On the Safe Senders tab, click Add.
  5. In the Add address, enter systemdelivery@hcai.ca
  6. Click OK.
  7. Repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca and facilityenrolment@hcaiinfo.ca

Gmail
Add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. Click the gear icon in the top right corner of the page
  2. Click See All Settings
  3. Click Filters and Blocked Addresses at the top of the page
  4. Click Create a New Filter.
  5. Type systemdelivery@hcai.ca in the From field.
  6. You do not have to create a separate filter for each address. Separate addresses using '|' in the From field instead. For example, "systemdelivery@hcai.ca|communications@hcaiinfo.ca|facilitysupport@hcaiinfo.ca| facilityenrolment@hcaiinfo.ca "
  7. Click Create Filter.
  8. Make sure Never Send it to Spam is selected.
  9. To apply your changes, click Create Filter.

Yahoo! Mail
Also applies to Rogers Yahoo!

Set up a filter to redirect our emails into your inbox:

  1. Click Settings in the top right corner, then select “…More Settings”
  2. Select Filters, then Add New Filters.
  3. Enter systemdelivery@hcai.ca into the Filter Name field.
  4. Update the From filter criterion with the following 2 pieces of information: "contains" and systemdelivery@hcai.ca. (This tells Yahoo to identify our emails based on its From address.
  5. Click the Select Folder drop-down menu and select Inbox.
  6. Click Save.
  7. Repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca

 If your email service provider is not listed, review your email service provider’s product documentation to learn how to add HCAI email addresses as safe senders. If you are hosting your email server, contact your provider or IT department to update the safe senders list.

Verification Code Help

I want to change my verification code delivery method

When logging in to HCAI, users will be sent a verification code for two-factor authentication either via email or by text message. You can opt to change your delivery method at any time, as long as your contact information for authentication is up-to-date.

  1. On the HCAI login screen, enter your user name and password and click Sign In.
  2. On the Enter Verification Code screen, instead of entering a code, locate and click on the bullet that says: “To change the delivery method for the verification code, click here”. (View screenshot)
  3. On the Verification Code Delivery Method screen, you will see the email address and cell phone number associated with your Profile. Select the delivery method you wish to use.
    • Please note: If you see a message indicating “No phone number specified. You can update your phone number on the My Profile tab once you are logged in”, this means you have not yet added a cell phone number to your profile.  You must use the email delivery method in order to log in, after which you may click on the My Profile tab to add a cell phone number to your profile.
  4. Check off “Remember my preference” if you would like HCAI to use the selected delivery method moving forward, each time you log in.
  5. Click “Send”.
  6. Retrieve the verification code from your selected delivery method and input your code to log in to HCAI.

To add a cell phone number to your profile:

  1. Log in to HCAI
  2. Click on the My Profile tab.
  3. Scroll down to the Contact Details for Authentication section. (View screenshot)
    • The phone number field is the one field users are able to edit on this screen. The phone number you input must be able to receive text messages.
    • If any other information is outdated, your Authorizing Officer or other user with the Facility User Administrator role can update this information on the User Management subtab.
  4. After updating your phone number, click on the “Save” button.

Password and User Name

I forgot my password

Reset Your Password

If you have forgotten your password, it’s easy to reset on your own.

  1. At the HCAI Sign-In page, click the “Forgot your password?” link. You will be brought to the “Forgot your password?” page. (View screenshot)
  2. Enter your user name in the space provided and click on the “Reset Password” button.
    • HCAI will send a system-generated email with password reset instructions to the email address associated with your User Name. If there is no email address associated with your user name, visit I forgot my password and I cannot access the associated email address on the side menu to view instructions.
  3. Go to the email account that is associated with your HCAI User Name.
  4. You will receive an email from systemdelivery@hcai.ca with the subject “HCAI - Reset Password Notification –[First Name of User]”.
  5. The email contains a link you must follow to reset your password. Click on the link or copy and paste the link into your web browser’s address bar. You have 24 hours from the time the email was sent to click on the link.
  6. You will arrive at the Reset Password screen. Enter your new password in the “New Password” field.
    • Your new password must follow the rules outlined on the Reset Password screen.
  7. Enter your new password in the “Confirm New Password” field. Be sure that this password is identical to the one you entered in the “New Password” field.

Click “Submit”. You will be brought to the HCAI login page.

Password and User Name

I forgot my password and I cannot access the associated email address

Reset a User's Password

If your user account was set up with an email address that you no longer have access to , you can ask any user with the User Administrator role (such as your Facility’s Authorizing Officer) to reset your password.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. From the Add/Edit/View User Details screen, click the “Reset Password” button. (View screenshot)
    • From this screen, ensure the user’s email address entered is up-to-date. Press "save" if any changes are made to the user’s details.
  6. The page will display the User Name and temporary password. Provide the User with the temporary password and instruct them to sign in to HCAI. The User will enter their temporary password and then be asked to select a new Password. If a valid email address was entered in their user details, the user will also receive an email. It will contain a password reset link that they can visit within 24 hours of it being sent to create a new password.

Password and User Name

I forgot my user name

Forgotten User Name

It’s easy to retrieve your own user name.

  1. On the HCAI Sign-In page, click on the “Forgot Your User Name?” link. You will be brought to the “Forgot Your User Name?” page. (View screenshot)
  2. Enter your email address and click the “Email User Name” button.
  3. A system-generated message will be immediately sent to you containing all the user names associated with the submitted email address. If there is no email address associated with your user name, view I forgot my user name and I cannot access the associated email address on the side menu.

Password and User Name

I forgot my user name and I cannot access the associated email address

If you cannot access the email associated with your account, you can ask any User with the User Administrator role (such as your Facility’s Authorizing Officer) to look up your user name.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. On the Add/Edit/View User Details screen, you can view the user name. Share this user name with the User. (View screenshot)
  6. If the User has a new email, you can update the User’s email address on this page.

Password and User Name

Password FAQ

How can I reset my password when I am suspended from my account?
Any suspended user can reset their password as normal. Visit I forgot my password on the side menu to view instructions. If your user account does not have an associated email address, your Authorizing Officer will have to reset your password. Visit I forgot my password and I cannot access the associated email address on the side menu to view instructions.

I am the Authorizing Officer and my account is suspended/I forgot my password. How do I reset my password?
You can reset your password as normal. Visit I forgot my password on the side menu to view instructions. If you tried this and are not receiving the password reset emails, continue reading.

I am the Authorizing Officer and my account is suspended/I forgot my password but I’m not receiving the password reset emails. How do I reset my password?
If for some reason you cannot receive the password reset email, any other User at your Facility with the User Administrator role can reset your password manually. Visit I forgot my password and I cannot access the associated email address on the side menu to view instructions. If your Facility has no other User Administrators, continue reading.

I am the AO and am suspended from my account/forgot my password. I am trying to reset my password, but I am not receiving the password reset emails. I do not have a back-up User Administrator who can reset my password.
Compose an email to facilityenrolment@hcaiinfo.ca stating:

My name is [insert NAME]. I am the authorizing officer for [INSERT FACILITY NAME AS REGISTERED WITH HCAI]. I have misplaced my User Name/Password and do not have a back-up User Administrator who can reset my password. I’m not receiving the password reset emails. Please issue a password reset.

We will verify your credentials and a new password will be sent to the email address for the Authorizing Officer recorded in your facility’s HCAI application.

I’m not receiving the password reset email.
If your email address is up-to-date but you did not receive the password reset email, your email provider may have prevented the email from going through. Designating HCAI’s email addresses as “safe senders” will help ensure you can receive the password reset email and other important HCAI information in your inbox. Visit I did not receive my verification code to the email address linked to my user account on the side menu for instructions. Once you have made systemdelivery@hcai.ca a safe sender, click the “Forgot your Password?” button on the HCAI sign-in page again to generate a new password reset email.

Can I share passwords with a coworker?
Sharing passwords is not a best practice. HCAI permits each user to have a distinct username and password and still be able to share work with another person. Be aware that HCAI can track only whose password has been used; HCAI cannot determine which person entered it. If you have knowledge about a possible privacy breach and do not report it, the law considers you just as responsible as the person committing the breach.

How can I avoid getting suspended from my account?
For security reasons, if a password or user name is entered incorrectly a message will appear informing you that the user name and password combination is invalid. If you are unable to successfully sign-in to HCAI, you must ask your Authorizing Officer or a User Administrator to reset your password. To avoid being locked out of your account, ensure you take care to type your user name and password correctly. Passwords are case sensitive. Make sure you have not accidentally entered any spaces.

Password and User Name

Did you know? You can reset your own password and retrieve your own user name, even if your account is suspended! If you don’t have an email address associated with your account, you may need to ask your Authorizing Officer or another User Administrator for a helping hand.

Jump to:

Verification Code Help

Each time a user  signs in to the HCAI application (www.hcai.ca) with their user name and password, they will be prompted to enter a verification code to complete the login process (View screenshot). The verification code will be sent to the email address or phone number that is linked to their HCAI user account’s My Profile tab.

Note – This page provides information specific for healthcare providers. If you are an insurer, please visit the Insurers Login Help Page.

This login process is referred to as two-factor authentication – an extra layer of security. HCAI’s two-factor authentication applies to all users who are using the HCAI application, and is not applicable to users logging into a Practice Management Software (PMS).

If the verification code is entered incorrectly the user can retry the code a limited number of times. If the code is expired, the user can request new code be sent.

Users without the Facility User Administrator role will see the option to check “Trust this device for future verification”.  Check this box if you are using a trusted device and would like to reduce the frequency you are required to enter a code.

Do you manage user accounts for your facility in HCAI? If you do, this means you have the User Administrator role assigned and you will need to enter the verification code when signing into HCAI every time. If you are unsure about your assigned roles in HCAI, have your Authorizing Officer (AO) or another User Administrator at your facility confirm your user roles. To locate your user information, they will need to go to the Manage tab > User Management sub-tab, enter your name, and click the search button. On the Search Results screen, they must click on your name to open your user account and review your user details.

Keep your email address up-to-date

Important note: Ensure the email address associated with your user account is up-to-date so you can receive the email with the verification code and log into HCAI.   

Review the My Profile tab to confirm that the correct email address is associated with your user account. Only a user with the Facility User Administrator role can update a user’s email address. Step-by-step instructions on how to update a user’s email address can be found on the Update User Email Address page.

My Profile also includes a field where you can input a cell phone number if you would like the option to receive verification codes for two-factor authentication via text.

Two-Factor Authentication FAQ

When I enter the verification code it says it has been entered incorrectly or has expired.

Ensure you are entering the code correctly. You can retry entering the code a limited number of times. The verification code will expire after 60 minutes if received via email, or after 10 minutes if received via text.

If you receive an error message stating, “the verification code provided is incorrect or your session has expired”, you must return to the home page and log in again to generate a new verification code. Older verification codes cannot be used.

I updated my email address but I still did not receive a verification code.

The verification code is only sent to the email address associated to your HCAI user account. If you updated your email address for Contact One/Two on the Facility Management sub-tab, you still need to update the email address on your user account to ensure you will receive the verification code to log in. Your AO or another User Administrator can update your email address.

Update your email address by performing the following steps: 

  1. Go to the “Manage” tab and the “User Management” sub-tab
  2. Enter your name or username and press “search”
  3. Click on your name in the search results to open your user account
  4. Update the information in the “E-mail” and “Confirm E-mail” fields
  5. Press “Save”. Confirm the information is correct, and press “Save” again

I receive communications from HCAI but I am not receiving the verification code emails. Why?

Authorizing Officers receive important updates from HCAI. Communications are sent to the AO’s email address found on the Facility Management sub-tab. It is the AO’s responsibility to keep your Facility’s HCAI account information up-to-date and share HCAI communications with everyone at your Facility who uses the application.

If you are the AO, you must update your email address on your user account under the User Management sub-tab first before updating the AO email address field on the Facility Management sub-tab.

Update your email address by performing the following steps: 

  • Go to the “Manage” tab and the “User Management” sub-tab
  • Enter your name or username and press “search”
  • Click on your name in the search results to open your user account
  • Update the information in the “E-mail” and “Confirm E-mail” fields
  • Press “Save”. Confirm the information is correct, and press “Save” again

Important: Once your user email address has been updated, the system will automatically sign you out of HCAI. To update your AO email address on the Facility Management sub-tab, log into HCAI again. A reminder that a new verification code will be sent to the email address linked to your user account. A verification code can only be used once.

I am the AO and I’m still not receiving a verification code from HCAI. I do not have a backup User Administrator who can confirm my user account information.

Please send an email to facilitysupport@hcaiinfo.ca to regain access to your user account.

How do I update my phone number to receive verification codes via text?

If you need to update or add your phone number to your user account as your preferred method of receiving your verification code, you can add it in the Contact Details for Authentication Section of the My Profile Tab. Visit the Review My Profile page for more information.

I did not receive my verification code to the email address linked to my user account

If you know that your email address is up-to-date in your user account but you did not receive your verification code, it may be because your email provider prevented the verification code email from going through. You must add HCAI’s email addresses to your safe senders list to receive the HCAI verification codes and messages in your inbox. Safe senders are email addresses you trust and would like to receive emails from. Emails from safe senders will not be blocked or automatically moved to junk or spam folders.

Important note: If HCAI’s email addresses are not added to your safe senders list, you may not be able to receive the HCAI email with the verification code and you will not be able to log into HCAI.

HCAI users should be able to receive emails from four HCAI email addresses:

Mark HCAI messages as safe in your email account
Instructions on how to add our email addresses as safe senders are provided below.

Outlook.com
Also applies to Hotmail, Windows Live, and MSN

Add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. Click on the Settings icon in the upper-right corner.
  2. Click View all Outlook settings.
  3. Click on Junk Email and scroll down to Safe Senders and Domains.
  4. Under Safe Senders and Domains, enter systemdelivery@hcai.ca and select Add.
  5. Click Save and repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca.

Outlook (2013-2021 versions)
To add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. On the Home tab, click Junk.
  2. Then, click Junk E-mail Options.
  3. On the Safe Senders tab, click Add.
  4. Enter systemdelivery@hcai.ca, then click OK.
  5. Repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca

Outlook 2010
To add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. On the Home tab.
  2. In the Delete group, click Junk.
  3. Then, click Junk E-mail Options.
  4. On the Safe Senders tab, click Add.
  5. In the Add address, enter systemdelivery@hcai.ca
  6. Click OK.
  7. Repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca and facilityenrolment@hcaiinfo.ca

Gmail
Add HCAI's “from” address, systemdelivery@hcai.ca, to your safe senders list:

  1. Click the gear icon in the top right corner of the page
  2. Click See All Settings
  3. Click Filters and Blocked Addresses at the top of the page
  4. Click Create a New Filter.
  5. Type systemdelivery@hcai.ca in the From field.
  6. You do not have to create a separate filter for each address. Separate addresses using '|' in the From field instead. For example, "systemdelivery@hcai.ca|communications@hcaiinfo.ca|facilitysupport@hcaiinfo.ca| facilityenrolment@hcaiinfo.ca "
  7. Click Create Filter.
  8. Make sure Never Send it to Spam is selected.
  9. To apply your changes, click Create Filter.

Yahoo! Mail
Also applies to Rogers Yahoo!

Set up a filter to redirect our emails into your inbox:

  1. Click Settings in the top right corner, then select “…More Settings”
  2. Select Filters, then Add New Filters.
  3. Enter systemdelivery@hcai.ca into the Filter Name field.
  4. Update the From filter criterion with the following 2 pieces of information: "contains" and systemdelivery@hcai.ca. (This tells Yahoo to identify our emails based on its From address.
  5. Click the Select Folder drop-down menu and select Inbox.
  6. Click Save.
  7. Repeat for communications@hcaiinfo.ca, facilitysupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca

 If your email service provider is not listed, review your email service provider’s product documentation to learn how to add HCAI email addresses as safe senders. If you are hosting your email server, contact your provider or IT department to update the safe senders list.

I want to change my verification code delivery method

Did you know? You can reset your own password and retrieve your own user name, even if your account is suspended! If you cannot access the email address associated with your account, you may need to ask your Authorizing Officer or another User Administrator for a helping hand. Explore the side menu for step-by-step instructions and a troubleshooting FAQ.

When logging in to HCAI, users will be sent a verification code for two-factor authentication either via email or by text message. You can opt to change your delivery method at any time, as long as your contact information for authentication is up-to-date.

  • On the HCAI login screen, enter your user name and password and click Sign In.
  • On the Enter Verification Code screen, instead of entering a code, locate and click on the bullet that says: “To change the delivery method for the verification code, click here”.(View screenshot)
  • On the Verification Code Delivery Method screen, you will see the email address and cell phone number associated with your Profile. Select the delivery method you wish to use.
    • Please note: If you see a message indicating “No phone number specified. You can update your phone number on the My Profile tab once you are logged in”, this means you have not yet added a cell phone number to your profile.  You must use the email delivery method in order to log in, after which you may click on the My Profile tab to add a cell phone number to your profile.
  • Check off “Remember my preference” if you would like HCAI to use the selected delivery method moving forward, each time you log in.
  • Click “Send”.
  • Retrieve the verification code from your selected delivery method and input your code to log in to HCAI.

To add a cell phone number to your profile:

  • Log in to HCAI
  • Click on the My Profile tab.
  • Scroll down to the Contact Details for Authentication section. (View screenshot)
    • The phone number field is the one field users are able to edit on this screen. The phone number you input must be able to receive text messages.
    • If any other information is outdated, your Authorizing Officer or other user with the Facility User Administrator role can update this information on the User Management subtab.
  • After updating your phone number, click on the “Save” button.

I forgot my password

Did you know? You can reset your own password and retrieve your own user name, even if your account is suspended! If you cannot access the email address associated with your account, you may need to ask your Authorizing Officer or another User Administrator for a helping hand. Explore the side menu for step-by-step instructions and a troubleshooting FAQ.


If you have forgotten your password, it’s easy to reset on your own.

  1. At the HCAI Sign-In page, click the “Forgot your password?” link. You will be brought to the “Forgot your password?” page. (View screenshot)
  2. Enter your user name in the space provided and click on the “Reset Password” button.
    • HCAI will send a system-generated email with password reset instructions to the email address associated with your User Name. If there is no email address associated with your user name, visit I forgot my password and I cannot access the associated email address on the side menu to view instructions.
  3. Go to the email account that is associated with your HCAI User Name.
  4. You will receive an email from systemdelivery@hcai.ca with the subject “HCAI - Reset Password Notification – [First Name of User]”.
  5. The email contains a link you must follow to reset your password. Click on the link or copy and paste the link into your web browser’s address bar. You have 24 hours from the time the email was sent to click on the link.
  6. You will arrive at the Reset Password screen. Enter your new password in the “New Password” field.
    • Your new password must follow the rules outlined on the Reset Password screen.
  7. Enter your new password in the “Confirm New Password” field. Be sure that this password is identical to the one you entered in the “New Password” field.

Click “Submit”. You will be brought to the HCAI login page.

I forgot my password and I cannot access the associated email address


If your user account was set up with an email address that you no longer have access to , you can ask any user with the User Administrator role (such as your Facility’s Authorizing Officer) to reset your password.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. From the Add/Edit/View User Details screen, click the “Reset Password” button. (View screenshot)
    • From this screen, ensure the user’s email address entered is up-to-date. Press "save" if any changes are made to the user’s details.
  6. The page will display the User Name and temporary password. Provide the User with the temporary password and instruct them to sign in to HCAI. The User will enter their temporary password and then be asked to select a new Password. If a valid email address was entered in their user details, the user will also receive an email. It will contain a password reset link that they can visit within 24 hours of it being sent to create a new password.

I forgot my user name


It’s easy to retrieve your own user name.

  1. On the HCAI Sign-In page, click on the “Forgot Your User Name?” link. You will be brought to the “Forgot Your User Name?” page. (View screenshot)
  2. Enter your email address and click the “Email User Name” button.
  3. A system-generated message will be immediately sent to you containing all the user names associated with the submitted email address. If there is no email address associated with your user name, view I forgot my user name and I cannot access the associated email address on the side menu.

I forgot my user name and I cannot access the associated email address

If you cannot access the email associated with your account, you can ask any User with the User Administrator role (such as your Facility’s Authorizing Officer) to look up your user name.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. On the Add/Edit/View User Details screen, you can view the user name. Share this user name with the User. (View screenshot)
  6. If the User has a new email, you can update the User’s email address on this page.

Download PDF Manual

User Names and Passwords Manual (PDF)

Password FAQ

How can I reset my password when I am suspended from my account?
Any suspended user can reset their password as normal. Visit I forgot my password on the side menu to view instructions. If your user account does not have an associated email address, your Authorizing Officer will have to reset your password. Visit I forgot my password and I cannot access the associated email address on the side menu to view instructions.

I am the Authorizing Officer and my account is suspended/I forgot my password. How do I reset my password?
You can reset your password as normal. Visit I forgot my password on the side menu to view instructions. If you tried this and are not receiving the password reset emails, continue reading.

I am the Authorizing Officer and my account is suspended/I forgot my password but I’m not receiving the password reset emails. How do I reset my password?
If for some reason you cannot receive the password reset email, any other User at your Facility with the User Administrator role can reset your password manually. Visit I forgot my password and I cannot access the associated email address on the side menu to view instructions. If your Facility has no other User Administrators, continue reading.

I am the AO and am suspended from my account/forgot my password. I am trying to reset my password, but I am not receiving the password reset emails. I do not have a back-up User Administrator who can reset my password.
Compose an email to facilityenrolment@hcaiinfo.ca stating:

My name is [insert NAME]. I am the authorizing officer for [INSERT FACILITY NAME AS REGISTERED WITH HCAI]. I have misplaced my User Name/Password and do not have a back-up User Administrator who can reset my password. I’m not receiving the password reset emails. Please issue a password reset.

We will verify your credentials and a new password will be sent to the email address for the Authorizing Officer recorded in your facility’s HCAI application.

I’m not receiving the password reset email.
If your email address is up-to-date but you did not receive the password reset email, your email provider may have prevented the email from going through. Designating HCAI’s email addresses as “safe senders” will help ensure you can receive the password reset email and other important HCAI information in your inbox. Visit I did not receive my verification code to the email address linked to my user account on the side menu for instructions. Once you have made systemdelivery@hcai.ca a safe sender, click the “Forgot your Password?” button on the HCAI sign-in page again to generate a new password reset email.

Can I share passwords with a coworker?
Sharing passwords is not a best practice. HCAI permits each user to have a distinct username and password and still be able to share work with another person. Be aware that HCAI can track only whose password has been used; HCAI cannot determine which person entered it. If you have knowledge about a possible privacy breach and do not report it, the law considers you just as responsible as the person committing the breach.

How can I avoid getting suspended from my account?
For security reasons, if a password or user name is entered incorrectly a message will appear informing you that the user name and password combination is invalid. If you are unable to successfully sign-in to HCAI, you must ask your Authorizing Officer or a User Administrator to reset your password. To avoid being locked out of your account, ensure you take care to type your user name and password correctly. Passwords are case sensitive. Make sure you have not accidentally entered any spaces.

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