Logging in and setting up MFA
This guide shows you how to log in to the SynchPay portal for the first time and set up multifactor authentication (MFA), the second login step that protects patient and payment information. If you can't log in or your code isn't arriving, skip to Common issues.
Before you start
You'll need:
A SynchPay user account. Your portal administrator sends SynchPay a list of staff who need access. SynchPay creates those accounts, and after launch your portal administrator can add or remove users.
A way to receive a code: your work email inbox, an authenticator app on your phone, or a U.S. mobile number.
Google Chrome. The portal also works on tablets such as an iPad.
Steps
1. Open the portal
Go to portal.synchpay.com and enter the login details from your SynchPay welcome email.
2. Choose how you want to receive your MFA code
The first time you log in, the portal asks you to pick a verification method.
Method | How it works | Best for |
|---|---|---|
Email code | A code is sent to the email address on your SynchPay account. | Most FOX staff |
Authenticator app | Scan the QR code on screen with an app such as Google Authenticator, Microsoft Authenticator, or 1Password. The app then shows a six-digit code that refreshes every 30 seconds. | Staff who already use an authenticator app |
Text message (SMS) | A code is texted to your mobile phone. | U.S. mobile numbers only (numbers that start with +1) |
3. Enter the code
Type the code into the portal and continue. You should land on the Customers screen, which lists FOX patients.
4. Log out when you step away
FOX's portal requires MFA every time you log in, because many team members share workstations. Log out at the end of each session so the next person signs in under their own account.
Verify it worked
You can see the Customers list and search for a patient by name or account number. If you see an error or return to the login screen, see Common issues below.
Common issues
My email code didn't arrive. Check your junk or quarantine folder. FOX's email filter has blocked SynchPay messages before, so ask IT to allow email from synchpay.com if codes keep getting caught. Then request a new code.
My text code didn't arrive. Text codes only work with U.S. phone numbers. Switch to the email code instead.
I got a new phone and lost my authenticator app. Contact your FOX portal administrator or SynchPay support to reset your MFA, then set it up again.
I'm locked out or forgot my login. Contact SynchPay support (details below).
Someone else is logged in on my computer. Log them out and log in with your own account. Every payment and refund is recorded under the user who is logged in.
Still having issues?
Email support@synchpay.com
Submit a ticket from the Requests tab in the portal, where you can also track its status
Browse the help center at synchpay.help