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How can I troubleshoot access to Welld when my organization uses 2FA?

It happens sometimes, we know. Adding security layers can sometimes complicate something as easy as logging in. If that happens, this is the best place to look for answers!

Do you know your password?

 YES, I know my password: Proceed with the following steps:

  1. Log in at mywelld.com
  2. When you see the “INSERT CODE” popup, click “lost device” which will send next steps to the email associated with your account.
  3. Please open this email on your computer with your phone nearby.
  4. Before taking any action from the email:
    1. Ensure you have downloaded and are a little familar with one of the preferred authentication apps: Google Authenticator or Authy. 
    2. If you previously paired an authenticator to your Welld account, please DELETE the previous pairing from the authenticator app before clicking on the links in the email.
  5. Follow instructions you receive to your email, to reestablish the 2FA authentication and you’ll be all set!
  6. Please let us know if there are still any access issues. Email support@welldhealth.com and attach any screenshots to the email so we can expedite troubleshooting.

NO, I don't know my password:
Have you paired successfully with the authenticator app previously?

Yes, I have a previous authenticator pairing: 

  1. Go to mywelld.com

  2. Click on Forgot Password on the sign in screen. Follow password reset instructions. 

  3. Login to Welld.

  4. Provide authenticator code when prompted. 

No, I don't have a previous authenticator pairing:

  1. Ask an Admin of your Welld account at your organization to toggle 2FA OFF on your staff user account profile in Welld.

  2. After this step is complete, go to mywelld.com

  3. Click on Forgot Password on the sign-in screen. Follow the password reset instructions. 

  4. Login to Welld with the new password to confirm access - then LOG OUT. 

  5. Ask your Admin to toggle 2FA ON -  but before attempting to login and establish 2FA authentication:

    1. Ensure you have downloaded and are a little famliar with one of the preferred authentication apps: Google Authenticator or Authy.
    2. If you previously paired an authenticator to your Welld account, please DELETE the previous pairing from the authenticator app before clicking on the links in the email.
  6. Follow instructions you receive to your email, to reestablish the 2FA authentication and you’ll be all set!
  7. Please let us know if there are still any access issues. Email support@welldhealth.com and attach any screenshots to the email so we can expedite troubleshooting.