Having trouble logging in?

Your organization administrator or the SAIVA AI support team must give you access before you can set up, complete, and/or access your MySAIVA account.  If you’re not sure which email account was used, reach out to your organization administrator to confirm.

Accessing your MySaiva Account

If you already have an account, but are having trouble logging into the Web Portal, please visit this helpful guide: Logging Into Your Account on Web Portal

If you have not yet activated your account, and require assistance accessing it for the first time, please review the guide here: How Do I Activate My MySAIVA Account?

Please see below for additional possible issues with logging in:

1. I don’t know the email address associated with my SAIVA AI account

To  access a MySAIVA account, you should have received a welcome email from your organization administrator or the SAIVA AI support team. If you haven’t received such an email or the welcome email has expired, reach out to your organization administrator so they can provide you access and/or resend the welcome email to you if needed.

• If you don’t know who your organization administrator is, please contact support@saiva.ai
• If you still have trouble signing in after you’ve been granted access, read the information below, review our FAQs or contact support@saiva.ai

2. I am not receiving my one-time verification OTP code 

For added security, after entering your email address, a 6-digit one time password (OTP) verification code will be sent to your email address. The code is associated with a unique phrase consisting of two back-to-back dictionary words that is also shown on the login screen.

Before proceeding to type in your code, please make sure that the phrase shown on the screen matches the the phrase enclosed in the email message subject and body.   

Please type in the received one time verification code, one digit at a time.
Note: you can also copy the one time verification code from the email and paste it into the first digit placeholder on the screen. 

If you’re receiving an error when typing back the one time verification code make sure that:

1. The one time verification code hasn’t expired due to the 15 minute timeout. 
2. You might be using a one time verification code from an older, previous login request. Make sure the email containing the code you’re using contains the same phrase that is shown in the login screen. 
3. Your permissions might not allow for your account login. The access is granted by your organization administrator to both the mobile app and/or the web portal.
   Please reach out to them to verify that correct permissions are in place.
   If you are not sure who your administrator is, please contact support@saiva.ai

3. My account is locked

SAIVA AI will lock out users after several failed invalid one time verification code attempts.
If you get locked out, please wait approximately 30 minutes and request a new verification code.
If you're still experiencing issues, please contact support@saiva.ai.

4. My account session has timed out 

To comply with HIPAA regluations, if you haven’t logged into any of the SAIVA AI applications for a prolonged period of time you will need to re-authenticate. You will be presented with a login prompt and will be required to repeat the authentication flow in order to receive a new one time verification code.

5. I can’t access the mobile application

In order for the MySAIVA mobile app to work on any mobile device, a security method must be enabled on the mobile device, such as: a personal device passcode, fingerprint or Face ID. 

For Apple users this can be found under:

• Settings -> Your name -> Password & Security

For Android users this can be found under:

• Settings -> Biometrics and security (for older phones just 'Security')

Mobile device personal authentication will be required in the following cases:

1. Whenever the mobile app remains in the background for more than 5 minutes.
   For example, when switching to another app or when the device locks)
2. Whenever the app is restarted. For example, after it has been swipe-closed.

In addition, when resuming the application and while waiting for local authentication to complete, the MySAIVA app screen will blur in order not to reveal any sensitive information to unauthorized users.

6. I have a different login issue

If you’re still having trouble signing in to your account, please contact support@saiva.ai