Login Help

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.

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.

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:

• Password resets and login verification codes from systemdelivery@hcai.ca

• Important HCAI updates from communications@hcaiinfo.ca 

• General information from facilitysupport@hcaiinfo.ca

• Enrolment information from facilityenrolment@hcaiinfo.ca

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 and click OK.

6. 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

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.

I forgot my 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. Do not forget to check your spam folder if the email was not received in your inbox. 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.

8. 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, or if you don’t receive an email reset password after clicking the ‘Forgot your password?’ link, 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 tab > User Management sub-tab.

3. In the "Search for Users" section of the User Search screen, select “Active”, enter the name or username 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. The Add/Edit/View User Details screen will appear.

5. On the Add/Edit/View User Details screen, ensure the user’s email address is up-to-date. If necessary, the email address can be updated to ensure the user receives password reset emails moving forward. Press “save” if any changes are made to the user’s details.

6. To reset the user’s password, from the Add/Edit/View User Details screen, click the “Reset Password” button. (View screenshot)

7. HCAI will send a password reset email to both the User and the User Administrator.

   • If needed, the User Administrator can provide the User with the password reset email which will contain a link where they can enter a new password and log in to HCAI. The password reset link must be used within 24 hours or it will expire and the User Administrator will need to reset the password again.

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.