Sign-in or signing trouble?

Why am I being asked for a verification code?

Your account is protected with two-step verification. After you enter your username and password, a one-time passcode (OTP) is texted to you to confirm it's really you. Each code works once, and only the newest code is valid.

Where is my code sent?

To the mobile number on your profile — the number you provided during onboarding or your most recent update. It is not emailed. If you're not sure which number is on file, or you've changed numbers, email us (see "Getting help" below) and we'll confirm or update it the same day.

I requested a code and nothing came

1. Request the code once, then wait a full 2 minutes. Delivery is usually seconds but can lag under heavy carrier traffic.
2. Don't tap "resend" repeatedly. Each new request can invalidate the earlier codes, so rapid-fire requests keep you locked in a loop.
3. Check blocked and filtered messages. Verification texts come from a short number; iPhones may file them under "Unknown Senders" (Messages → Filters) and Android spam protection may hide them entirely.

I'm inside the hospital and texts aren't coming through

Hospital buildings frequently block or weaken cell signal. Step outside or near a window, toggle airplane mode on and off to re-register with the network, then request a fresh code. If your phone is on Wi-Fi calling with no cell signal, some carriers delay short-code texts — the airplane-mode toggle usually clears it.

Could my phone or carrier be blocking the texts?

Yes. Some carriers let you block "short codes" (the 5–6 digit numbers automated texts come from), and some spam-blocking apps do it silently. Check your carrier account settings or spam-blocker app and make sure short-code messages are allowed.

I changed my mobile number recently

This is the single most common cause. Your codes are going to your old number. Email us with your full name and your new mobile number and we'll update your profile — usually the same day. If your old phone is still active, codes may be arriving there right now, which you can use to sign in in the meantime.

"Invalid code"

• Use the newest code. If you requested more than once, every earlier code is dead — scroll to the most recent text.
• Enter it exactly. No spaces before, between, or after the digits. Autofill sometimes adds a stray trailing space — delete and retype if unsure.
• Check you're signing in on the screen that requested it. A code requested on your phone won't validate a sign-in started later on a laptop; restart the sign-in and use the code that request generates.

"Expired code"

Codes expire quickly. If more than a few minutes passed between receiving the text and entering the code, request a fresh one and enter it immediately.

I have several code texts — which one do I use?

Only the most recent one. Delete or ignore the rest to avoid confusion.

Every code fails, even fresh ones

Check that your phone's date & time are set to "automatic." A clock that's off by even a few minutes can make valid codes fail. If codes still fail after that, email us — there may be an issue on your profile we need to fix.

I forgot my password

Use the "Forgot password" link on the sign-in page. The reset email goes to the email address on your profile — check spam if it hasn't arrived within a few minutes.

What's my username?

Usually the email address you onboarded with. Try that before assuming your account is locked.

My account is locked

Several failed attempts in a row can lock the account temporarily. Wait 15 minutes, then try once with a freshly reset password. Still locked? Email us and we'll unlock it.

My form is blank at the signing step, even though every field shows complete — is something wrong?

No — nothing is broken, and you're not locked out. This is how the new system works, and a lot of clinicians are seeing it for the first time: when every field is already marked complete, OTP has pre-filled the form with information it already has on file, so there's nothing left for you to type.

Click Finish & Sign to continue. The page may look empty, but your electronic signature is still required to finalize and submit the document.

In short: a blank form with completed fields means your paperwork is ready — signing is the last step. Only reach out if the fields are not marked complete, or the document won't submit after you sign.

How do I reach a person?

Email otploginhelp@ingenovishealth.com (or the short version, otphelp@ingenovishealth.com — both reach the same team). The inbox is checked several times a day. To get fixed on the first reply, include:

• Your full name
• The mobile number where you expect to receive the code
• A screenshot of the error, if you can

With those three things, most issues are resolved in a single reply — no phone call needed.

How fast will I hear back?

First response within 4 business hours; mobile-number updates are typically completed the same day. During active deployments the inbox is also swept in the evening.

Can I call someone instead?

There's no phone line for sign-in or signing issues — email is the supported channel, and in practice it's faster. When your email includes your full name, the mobile number where you expect the code, and a screenshot, most issues are fixed in a single reply, usually the same day. A call would still end with us making the same account fix.