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.
• Check the spam folder in your messaging app, if applicable.
• If logging in to your program website, make sure you're using Google Chrome, Safari, or Microsoft Edge as your web browser. Other browsers are 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 using chat, be sure to close your browser window or tab to clear your chat once the discussion is completed. This will help protect your privacy, especially is you're on a shared computer.

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 information, 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 or video that illustrate the issue, if possible