Logging in, two-step verification and password reset

How to sign in to the web app and the support worker app, set up a second sign-in step, and reset a forgotten password.

Before you begin

• An accepted invitation or your own sign-up.
• For two-step verification: your phone, an authenticator app or a device that supports passkeys.

Sign in to the web app

1. Go to your organisation’s CompanionAxis address and enter your Work email and Password.
2. Select Sign in. If your organisation uses single sign-on, select Sign in with SSO instead.
3. If asked to Confirm it’s you, choose a method (Passkey, Authenticator app, Text message or Email), enter the 6-digit code and select Continue.
4. If you belong to more than one organisation, switch later from your initials menu under Switch organisation.

Sign in to the support worker app

1. Open the app and tap Sign in.
2. Enter your email on What’s your email? and tap Continue. The app works out how you sign in.
3. Enter your password and tap Sign in, or use Email me a sign-in link instead or Use single sign-on if offered.
4. Enter your two-step code if asked.

Set up two-step verification

1. Go to Settings → My profile (from your initials menu) and select Set up on Two-step verification.
2. Choose Passkey (recommended), Authenticator app, Text message or Email.
3. For an authenticator app, scan the QR code or enter the Setup key, type the 6-digit code and select Turn on and continue.
4. Select Download codes on Save your recovery codes, store them safely, then select I’ve saved them, continue.

If your role requires it, you’re asked to set this up at sign-in and can’t skip it. In the app you can set up an authenticator app; other methods are set up on the website.

Reset a forgotten password

1. On the sign-in page select Forgot password? (in the app, tap Forgot password? after entering your email).
2. Enter your Email and select Send link.
3. Open the email and choose a New password of at least 12 characters, confirm it and select Change password.
4. Sign in with the new password. Your other devices are signed out.

Change your password or recovery codes while signed in

1. Go to Settings → My profile.
2. Select Change password, enter your Current password and New password, and select Change password.
3. Select New recovery codes to replace your codes. Your old codes stop working.
4. Under Signed-in sessions, select Sign out others if you’ve left yourself signed in somewhere.

Tips

• Care network members and auditors have no password: they select Email me a sign-in link on the sign-in page. The link works once, for 15 minutes.
• Passwords must be at least 12 characters (your organisation may require more) and can’t be one found in a known data breach.

If something goes wrong

“Email or password is incorrect”

Check Caps Lock (the page warns you) and that you’re using the email your organisation invited. After several failed attempts sign-in slows down, then locks for 15 minutes. See Login issues.

I lost the phone with my authenticator app

On Confirm it’s you, choose Recovery code and enter one of your saved codes. If you have none, ask an administrator to Reset two-step for you in Settings → Users and roles.

“Your organisation signs you in through its identity provider.”

Your organisation requires single sign-on. Enter your email and select Sign in with SSO.