> ## Documentation Index
> Fetch the complete documentation index at: https://help.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Resetting your password

> How to reset your Visualcare password or re-enable two-factor authentication

If you've forgotten your password or lost access to your authenticator app, there are a few ways to get back into Visualcare depending on your situation.

## Reset your own password

1. Go to **app.visualcare.com.au**
2. Click the **Reset Password** link on the login page
3. Enter your username or email address
4. Check your inbox for a password reset email and follow the link to set a new password

<Note>Password reset emails are sent to the email address linked to your Visualcare account. If you don't receive the email within a few minutes, check your spam or junk folder.</Note>

## Administrator password reset

If a user is locked out and unable to reset their own password, an administrator can reset it for them:

1. Go to **Users** in VCore
2. Find and select the user account
3. Use the **Reset Password** option to generate new credentials
4. Share the new credentials with the user

The user is prompted to set a new password on their next login.

## SSO users

If your organisation uses Microsoft Single Sign-On (SSO), do not use the standard **Reset Password** link on the Visualcare login page. Using it when SSO is enabled can cause a login loop where the system expects the SSO flow but prompts for 2FA setup that doesn't complete.

Instead, reset your password through your Microsoft account. Your Microsoft credentials are what Visualcare uses to authenticate you when SSO is active.

## Resetting two-factor authentication

If you've lost access to your authenticator app (for example, due to a new phone or a deleted app), you need a 2FA reset from the Visualcare helpdesk.

<Steps>
  <Step title="Request the reset">
    Email the Visualcare helpdesk at **[support@visualcare.com.au](mailto:support@visualcare.com.au)** to request a 2FA reset. Send the request from a registered email address, either the affected user directly or an administrator from the Administration user group. The helpdesk verifies the request before processing it.
  </Step>

  <Step title="Set up 2FA again">
    On your next login, you're prompted to set up 2FA:

    1. Delete any old Visualcare entries from your authenticator app first
    2. Tap **Add New Code** in the authenticator app
    3. Choose **Scan QR Code** or **Enter Key Manually**
    4. Scan the QR code shown on the login screen, or enter the key provided
  </Step>
</Steps>

<Warning>Remove old Visualcare entries from the authenticator app before adding the new one. Old entries generate invalid codes and cause confusion about which code to use.</Warning>

### "Mis-match code" error after a reset

If the 2FA code still doesn't work after a reset, the authenticator app's clock is likely out of sync with the server:

1. Open your phone's **Settings** and go to **Date and Time**
2. Turn on **Set Automatically**

This syncs the authenticator app's time-based codes with Visualcare's servers.

## Running into issues?

See [Login and access troubleshooting](/troubleshooting/login-and-access) for fixes to common login and access problems.

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