Two-factor authentication (2FA) provides additional account security by requiring the user to input both a password and a one-time six-digit verification code at login.

If you are not receiving the 2FA code within a few minutes of your login attempt, check the following:

• Verification codes are sent via text to the phone number on file. Check your phone rather than your email address.
• Confirm that you can send/receive text messages, and that there are no other connectivity/reception issues. If you are having connectivity issues, try switching your connection from mobile data to wifi or vice-versa, try a different wifi network, move to a different location, etc.
• If logging in to your program website, make sure you're using Google Chrome, Safari, or Microsoft Edge as your web browser. Internet Explorer is not supported.
  • • If you're already using one of the recommended browsers, you may want to clear your internet history/cache, including cookies, and take any pending updates for your browser. Here are links to the steps for reference:
    • Google Chrome - Clear cache and cookies
    • Safari - Clear the history and cookies
    • Microsoft Edge - View and delete browser history
    • If you are using a different browser, you should be able to find steps on how to clear your cache and cookies by searching online.

If you need assistance with your well-being program or program account, please submit a help request. Click the chat icon (speech bubble) in the lower right corner of the page to connect with a live agent, or click the Submit a Request link at the top of the page, and we'll respond as soon as possible. When submitting a help request, please include the following information as applicable:

• Your name
• Email address associated with your well-being program account
• Your phone number and time zone (we'll need to speak to you personally for account, personal, or protected health information issues)
• Your well-being program provider/employer
• Device you’re using and the operating system
• Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
• Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved 
• Screenshots that illustrate the issue, if possible