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. This login process is referred to as two-factor authentication – an extra layer of security.

How to log in with two-factor authentication

1. Enter your user name and password and click Sign In.

2. The first time you sign in with two-factor authentication, you will be given the option to choose between one of two delivery methods (View screenshot):

   • Via email to the email address that is associated with your HCAI user account.

   • Via text to the cell phone number indicated on your My Profile tab. If you have not input a cell phone number on your My Profile tab, there will be no option to select the phone number as your delivery method when logging in. My Profile can be updated after logging in, if needed.

   • On subsequent logins this page will only display if you click the link to change your delivery method.

3. You may wish to check off “Remember my selection” to remember this delivery method for next time.

4. Click “Send”

5. The Enter Verification Code screen will display. Do not navigate away from this screen. Retrieve the verification code from your selected delivery method, and input the code (View screenshot).

   • If needed, you can change the delivery method using the link at the bottom of the page.

   • To receive another verification code, use the “Send New Verification Code” button at the bottom of the page.

   • Users without the 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. User Administrators will not have the option to trust their device.

6. Click Sign In. If a mistake was made when typing in the code, you can retry the code a limited number of times.

Ensure your contact information is up-to-date

Review the My Profile tab to confirm that your contact details are up-to-date so that you can receive the verification code to log in to HCAI. This tab will display your user profile information in read-only mode. It 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 (View screenshot).

If your email address needs to be updated, ask your User Administrator to update the information on your user account. Step-by-step instructions on how to update a user’s email address can be found on the Updating User Information page.

I forgot my password

1. At the HCAI Sign-in page, click the ‘Forgot your password?’ link (View Screenshot).

2. Enter your user name in the space provided and click on the ‘Reset Password’ button

3. HCAI will send you a system-generated email with a password reset link. Click it to access the Reset Password screen.
   Note: If you don’t receive this email, it is likely that you will need to contact an administrator at your organization for assistance.

4. Enter and confirm your new password in the ‘Reset Password’ screen.

5. Click ‘Submit’ to confirm your password.

6. You will be brought to the HCAI login page.

I forgot my password and my associated email address is incorrect

You will need to contact a user administrator for assistance if you forget your password and the email address associated with your account is incorrect, or if you don’t receive an email reset password after clicking the ‘Forgot your password?’ link.

The below process outlines how a user administrator at the insurer level can reset a password on behalf of a user:

1. Click on the Manage tab > User Management subab.

2. Enter the search criteria for the user whose password you wish to reset (View Screenshot).

3. In the ‘Search Results’ screen, click on the name of the user.

4. The Add/Edit/View User Details screen will appear.

5. Review the user details to ensure the 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. On the Add/Edit/View User Details screen, press the ‘Reset Password’ button located next to the User Name (View Screenshot).

7. HCAI will send a password reset email to both the user and the user administrator.

8. If needed, the user administrator can provide the user with the password reset email, which contains a link where they can select 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

1. At the HCAI sign-in page, click the ‘Forgot your user name?’ link (View Screenshot).

2. You will be brought to the ‘Forgot your user name?’ page.

3. Enter your email address and click the ‘Email user name’ button.

4. A system-generated message will immediately be sent to you containing all user names associated with your email address.
   Note: If you don’t receive this email, it is likely that you will need to contact an administrator at your organization for assistance.

I forgot my user name and my associated email address is incorrect

You will need to contact a user administrator for assistance if you forget your user name and the email address associated with your account is incorrect, or if you don’t receive an email after clicking the ‘Forgot your username?’ link.

The below process outlines how an administrator can retrieve the user name on behalf of a user:

1. Click on the Manage > User Management Tab.

2. The user search screen will appear. In the search criteria, enter the name of the user whose user name you wish to retrieve (View Screenshot).

3. The search results will display the user name(s) of users who match the search criteria entered (View Screenshot).

4. The administrator can provide the user names to the user.