Login Problems

Resolve login failures, password reset issues, locked accounts, multi-factor authentication problems, and SSO errors.

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Password Issues

Forgot Your Password

Symptoms: You cannot remember your password and cannot log in.

Cause: Passwords may be forgotten over time, especially if you do not use DPC Pro daily.

Solution:

1. Go to the login page at auth.dpcpro.com.
2. Select Forgot Password below the login form.
3. Enter the email address associated with your DPC Pro account.
4. Check your inbox for a password reset email from DPC Pro. The email contains a link to set a new password.
5. Select the link and enter your new password.
6. After setting your new password, return to the login page and log in with your new credentials.

Password Reset Email Not Arriving?

• Check your spam/junk folder.
• Verify you are using the same email address you used to create your account.
• Password reset links expire after a limited time. If the link has expired, request a new one.
• If you still do not receive the email after several minutes, contact support.

If the problem persists, contact support.

Password Reset Link Expired or Not Working

Symptoms: You click the password reset link in your email and see an error message saying the link is invalid or expired.

Cause: Password reset links are time-limited for security. If too much time passes between requesting the reset and clicking the link, it will expire. Using a link more than once also invalidates it.

Solution:

1. Return to auth.dpcpro.com and select Forgot Password again.
2. Request a new password reset email.
3. Use the new link promptly. Do not wait more than a few hours.
4. Make sure you are clicking the most recent reset email if you requested multiple resets.

If the problem persists, contact support.

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Account Access Issues

Account Is Locked or Disabled

Symptoms: You see a message saying your account has been disabled, or you are unable to log in despite entering the correct password.

Cause: DPC Pro accounts have two flags that control login access: allow_login and is_active. An administrator may have disabled your account, or the account may have been soft-deleted. Accounts with placeholder email addresses (used during initial patient onboarding before the patient provides a real email) also cannot log in via the standard flow. For more on how accounts are set up, see Account Login.

Solution:

1. Contact your practice administrator and ask them to check your account status.
2. The administrator can verify your account at Settings → Staff (for staff accounts) or Patients → select the patient (for patient accounts).
3. If your account shows as inactive or login-disabled, the administrator can re-enable it.
4. If your account was created with a placeholder email during onboarding, you will need to complete the account setup process with a real email address first.

If the problem persists, contact support.

Cannot Log In: “Invalid Email or Password”

Symptoms: You enter your email and password but see an “Invalid email or password” error.

Cause: This error appears when the email address is not found in the system or the password is incorrect. DPC Pro uses email addresses as usernames. There are no separate usernames.

Solution:

1. Double-check that you are entering the correct email address. DPC Pro matches emails case-insensitively, so capitalization does not matter.
2. Try resetting your password using the Forgot Password link.
3. Confirm with your practice administrator that your account exists and is active.
4. If you have accounts at multiple practices, make sure you are using the email associated with the correct practice.

If the problem persists, contact support.

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Multi-Factor Authentication (MFA) Issues

MFA Code Not Working

Symptoms: You enter your MFA code from your authenticator app, but it is rejected.

Cause: Authenticator app codes are time-based (TOTP). If your device’s clock is not synchronized, the codes will be out of sync with the server.

Solution:

1. Verify that your device’s date and time are set to update automatically.
2. Open your authenticator app and wait for a fresh code. Do not use a code that is about to expire.
3. Enter the code promptly before it rotates (codes typically refresh every 30 seconds).
4. If using SMS-based MFA, check that the phone number on your account is current and that you have cell service.

If the problem persists, contact support.

Lost Access to MFA Device

Symptoms: You can no longer access the authenticator app or phone number used for multi-factor authentication.

Cause: If you lost your phone, switched devices without transferring your authenticator app, or changed phone numbers, you will not be able to generate MFA codes.

Solution:

1. Contact your practice administrator and ask them to reset your MFA settings.
2. The administrator can disable MFA on your account from Settings → Staff → select your account → Security → Disable MFA.
3. Once MFA is disabled, log in with your email and password.
4. Re-enable MFA from My Profile → Security → Enable MFA and set up your new device.

Keep Backup Codes Safe

When you set up MFA, save your backup codes in a secure location. These codes allow you to log in if you lose access to your MFA device.

If the problem persists, contact support.

SMS MFA Code Not Arriving

Symptoms: You selected SMS as your MFA method, but you are not receiving the verification code via text message.

Cause: SMS delivery depends on your mobile carrier and network. Messages can be delayed or blocked by carrier spam filters.

Solution:

1. Verify the phone number on your account is correct (check with your administrator if needed).
2. Ensure your phone has cellular service (SMS does not work over WiFi alone on most carriers).
3. Wait a few minutes. SMS messages can occasionally be delayed.
4. If you consistently do not receive SMS codes, consider switching to an authenticator app, which does not depend on your carrier. You can change your MFA method in My Profile → Security → MFA Settings.

If the problem persists, contact support.

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Single Sign-On (SSO) Issues

SSO Login Redirects Back to the Login Page

Symptoms: You select Log in with SSO but are redirected back to the login page without being logged in.

Cause: The SSO flow involves multiple redirects between DPC Pro and the authentication server at auth.dpcpro.com. If any step fails (such as a session cookie not being set, a browser blocking third-party cookies, or the OIDC callback failing), you will be sent back to the login page.

Solution:

1. Make sure your browser allows cookies from dpcpro.com and its subdomains.
2. Disable any browser extensions that block cookies or redirects (privacy extensions and ad blockers can interfere).
3. Try logging in using an incognito/private window.
4. Clear your browser cookies for all dpcpro.com domains and try again.
5. Verify you can access auth.dpcpro.com directly. If this page does not load, there may be a network issue.

If the problem persists, contact support.

”User Auto-Creation Is Disabled” Error

Symptoms: During SSO login, you see an error that says “User auto-creation is disabled. Contact your administrator.”

Cause: DPC Pro does not create new accounts automatically during the SSO login flow. Your account must already exist in DPC Pro before you can log in via SSO. The SSO system matches your identity provider email to an existing DPC Pro account.

Solution:

1. Contact your practice administrator and confirm your account exists in DPC Pro.
2. Verify that the email address in your identity provider matches the email address in your DPC Pro account exactly. The match is case-insensitive, but the email must be the same.
3. If you do not have a DPC Pro account yet, your administrator needs to create one first through the staff invitation or patient onboarding process.

If the problem persists, contact support.

SSO Login Succeeds at Auth Domain but Fails at Practice Domain

Symptoms: You log in successfully at auth.dpcpro.com and see the My Organizations page, but when you click through to a practice domain (for example, app.dpcpro.com or yourpractice.dpcpro.com), you are asked to log in again or see an error.

Cause: DPC Pro uses per-domain cookie scoping for security. Each domain maintains its own session. The OIDC flow should carry your authentication from the auth domain to the practice domain, but if the OIDC callback on the practice domain fails, you may not be logged in there.

Solution:

1. Make sure your browser accepts cookies from the practice domain (for example, app.dpcpro.com or yourpractice.dpcpro.com).
2. Clear cookies for all dpcpro.com domains and start the login flow from scratch.
3. Try a different browser or incognito/private window.
4. If you have multiple DPC Pro accounts with different emails, ensure you are logged in at auth.dpcpro.com with the correct email for the practice you are trying to access.

If the problem persists, contact support.

Cannot See Any Organizations After SSO Login

Symptoms: After logging in at auth.dpcpro.com, the My Organizations page shows no staff assignments or patient practices.

Cause: The Organizations hub shows practices where you have an active staff assignment or an active patient relationship. If your assignments have been deactivated or your patient status is not active, nothing will appear.

Solution:

1. Contact your practice administrator and ask them to verify your staff assignment or patient status.
2. For staff: the administrator should check Settings → Staff and confirm your assignment is active.
3. For patients: the administrator should check Patients → select your record and confirm your status is Active.

If the problem persists, contact support.

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Browser and Device Issues

Login Works in One Browser but Not Another

Symptoms: You can log in using one browser (for example, Chrome) but not another (for example, Safari or Firefox).

Cause: Different browsers have different cookie and privacy settings. Some browsers or extensions may block the cookies or redirects required for the DPC Pro authentication flow.

Solution:

1. Check the browser’s cookie settings and ensure cookies are allowed for dpcpro.com.
2. Disable browser extensions one at a time to identify if one is interfering (common culprits: ad blockers, privacy extensions, VPN extensions).
3. Update your browser to the latest version.
4. Try logging in using the browser’s incognito/private mode to rule out extension issues.

If the problem persists, contact support.

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Related Pages

• Common Issues: Quick solutions for the most frequent problems
• Calendar Sync Troubleshooting: External calendar connection issues
• Payment Problems: Failed payments and billing issues
• Getting Help: How to contact DPC Pro support

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Need Help?

If your login issue is not covered here, contact DPC Pro support. Include the email address you are using, the browser and device, and any error messages you see.