Hey @RegentStreet85!
I get that it can feel like additional steps for some patients, the additional steps are there to keep their clinical data safe and to meet the security standards we have to follow.
At the moment only the patient can start a password reset: they click Forgot password? on the Portal sign-in page, pick up the email we send, and then finish the login with the six-digit text message. Practices can’t trigger that email on a patient’s behalf and the SMS code is compulsory each time they sign in. I’ll let @Simon Guiver add any additional details.
I know other practices have logged similar concerns regarding the user experience and the team have bundled them into a wider user-experience project. I’ll add your feedback to that ticket so the demand is clear, and I’ll keep you posted as soon as we have news. 
I just wondered if patients really need to have that 2 stage authentication? Our patients too get fed uk with the text code. As a patient of a GP practice I have the NHS app and with just my email address and password I have access to all my medical notes… why is dentistry so different?
Hi @Saymon @Molly H @Simon Guiver
Is there a way within Dentally/Portal that we can send people a password reset link. A few pts have said they cannot get onto the portal because the 2FA codes that come through dont come straight away and also if they are on a mobile they have to leave thta screen to get the code.
Unfortunatley not everyone is tech savvy so I feel there needs to be an easier way for them to logon and/or reset their passwords and I think more people would use it then.
Does anyone else have problems with people using (or refusing to use) the portal
Yes, we've had similar feedback—mainly around 2FA delays and mobile usability. A reset link would definitely help. Are others seeing the same issue with portal usage?
Yes to add to this thread and demand for improvement of the system. I totally get the importance of MFA and security of patient/clinical data as one of my areas of work within my practice.
However I have encountered so many problems with Dentally’s use of this for patients with delays, code sending errors etc and this results in patients disgruntlement being aimed at our practice.
I have been continually told these issues have been escalated and looked into by the development team but I’m sure these are generic responses as I haven’t seen anything ever come of these responses :)
Would love this procedure to be super slick for patient experience in the future!
Hey @Louis Dunne & @AdwardJames,
Thanks for sharing your experiences. I get how frustrating those SMS delays and glitches can be for both you and your patients.
Simon’s out of the office at the moment, but I’ll flag this entire thread to him as soon as he’s back. I’ll also dig into whether there’s any work already underway to smooth out the reset flow. Your feedback absolutely isn’t being ignored; sometimes other projects take priority, but I’ll make sure this is reported.
In the meantime, if you notice any specific error messages or recurring patterns your patients encounter, please drop them here. Those details really help us pinpoint what needs fixing. Thanks again for your patience and for pushing for a better experience, I’ll share any updates here as soon as I have them. 
