🔒 How to Connect EyeMed to Aloha with Multi-Factor Authentication

This guide will walk you through setting up a dedicated sub-account for EyeMed in Aloha's PracticePal, which uses a special phone number to handle multi-factor authentication (MFA) automatically.

✨ When You Need This Guide

You're an EyeMed provider who is experiencing frequent disconnections with Aloha.
You need to set up multi-factor authentication (MFA) for your EyeMed account for a stable connection.
You want to know how to configure a dedicated phone number to receive EyeMed MFA tokens automatically.
You have been prompted to contact support to set up MFA for EyeMed.

What This Covers (And What It Doesn't)

✅ This covers: The step-by-step process for configuring EyeMed credentials with a sub-account and a special phone number in PracticePal to manage multi-factor authentication.
❌ This does not cover: How to create the EyeMed sub-account or general information about PracticePal features.

Prerequisites/You'll Need:

Access to the Aloha account associated with your practice.
A sub-account for EyeMed for PracticePal's use.
The login credentials for that EyeMed sub-account.

✅ Setting Up EyeMed with Multi-Factor Authentication in PracticePal

Follow these steps to connect your EyeMed account and eliminate manual token entry.

Create your sub-account: Log in to EyeMed and create a sub-account.
Send credentials to support: Contact the Aloha support team via phone or chat and provide them with the login credentials for the sub-account you just created.
Input information in PracticePal: An Aloha team member will input the sub-account information into PracticePal.
Generate a phone number: Aloha will generate a new, dedicated phone number for the sub-account.
Log in and input the phone number: Log in to your EyeMed sub-account and add the new phone number to the MFA settings.
NOTE: Do not add this number as the primary number in the account. The sub-account should be created before the phone number is generated.
Submit changes: Click submit on the EyeMed VCP page to finalize the changes.

💡 Common Questions

What You Might Notice	Why It's Happening	What to Do
My EyeMed primary account is no longer accessible.	The PracticePal-generated phone number was entered into your primary EyeMed account, which may have blocked your access.	Contact support for assistance with your primary account. Note: The dedicated phone number should only be added to a sub-account created specifically for PracticePal to use.
The system is telling me to contact support for Multi-Factor Authentication setup.	This is a built-in measure to prevent misconfiguration. The system has detected that MFA is required for your account.	Follow the on-screen instruction and contact support to ensure the process is handled properly.
The dedicated phone number isn't generating.	You may not have a sub-account set up yet. A sub-account must be created by you before a phone number can be generated.	Do not generate a phone number until the sub-account is created and its credentials have been added to PracticePal.

🎉 You'll Know It's Working When

You can save your EyeMed credentials without an error message.
The system generates a new, dedicated phone number for multi-factor authentication token reception.
You no longer experience frequent disconnections from EyeMed due to two-factor authentication.
The new mfa_required error log no longer appears in the Grafana dashboard for your account.

💬 Need Help? We're Here!

Having trouble connecting your EyeMed account or setting up multi-factor authentication? Our support team is ready to help!