Please refer to all troubleshooting steps if there are issues or errors when using the Authy app.
Keep in mind that the Authy app can be used in two ways when transmitting a medication. Once the app is successfully installed on your phone, both ways can be used without additional setup:
- Manual Entry. Click the Authy Phone App button. Open the Authy app, type in the 6-digit code from the app and click “Sign Rx”.
- Push Notification. Click “Send Push Notification to Approve” and approve the Authy app request on your mobile device. There is no manual entry required when using the Push Notification option.
When Authy app is active on your profile, the Transmit page will show both the manual entry and push notification OTP options:
ISSUES DURING TRANSMISSION
Push Notifications are not showing on the phone. The Authy app should always be able to manage a push notification. The push notification will appear SIMILAR to what is shown below but may slightly differ depending on your device.
To correct this, you must allow notifications on the Authy app and/or on your mobile device. Change the settings in the Authy app and/or on your phone to allow push notifications.
Push Notifications are not an option on the Transmit screen. The Transmit screen should always show both the Authy app option along with the option to approve via Push Notifications. If this does not show, the push notification option is not active.
To correct this, add an authentication phone number on your Exostar account. If there is no phone number on the account used for authentication purposes you will not see Push Notifications on your mobile device. You must add an authentication phone number on the Manage Phones section of your account.
How to add an Authentication phone number:
Navigate to your Exostar account via the Admin Tab in NewCrop. (This is found on the Manage Your EPCS Account link.) Once you have authenticated into your account, you will see the authentication phone number options in the Manage Phone section of your account. You should always use a phone number that is different from your mobile device in the case that the mobile device is lost, broken or inaccessible.
To add a phone number, click “Add Phone”:
Choose the method (voice, call) for receiving the verification code and enter the phone number (area code first, no spaces dashes or hyphens). Click “Send Code”:
Type in the verification code received via text. (The verification code is at the end of the text.) Click “Submit”:
You will be returned to your account page, where you will see the phone listed. Add any additional lines as needed. Remember, this number is for authentication purposes only; you cannot use a text message OTP to send a controlled substance. To return to NewCrop, click “Cancel”:
If a provider has a new phone or new phone number but has tied the Authy app to their cloud-based store (iTunes or Google Play Store), often a copy of the Authy app (including the NewCrop account) can be downloaded and used without any issues or removing and adding a new instance in the Exostar account.
The two best ways to avoid revoking an account:
- Always make sure the Hardware Token has been bound to the account. Many providers choose to use the Authy app but adding the hardware token not only allows a backup method to transmit Rxs, it is also a backup method to access the Exostar account. ALWAYS ADD THE HARDWARE TOKEN EVEN IF THE PROVIDER CHOOSES NOT USE IT FOR TRANSMISSION OF CONTROLLED RXS.
- Always add an Authentication phone number that is different than the provider’s cell phone number. A provider can add a land line or a different cell phone as well as their own, but the best practice is to have a different phone number for the Authentication phone number. A provider should not tie all authentication methods to one device only.
ONCE A PROVIDER HAS REVOKED THEIR ACCOUNT, THEY MUST PAY FOR ANTOHER LICENSE AND START FROM THE BEGINNING IN THE EVENT THE PROVIDER NEEDS TO TRANSMIT CONTROLLED RXS VIA NEWCROP.
Any other issues. If you have an active hardware token on your account, the Authy app can be uninstalled, deactivated and then reinstalled and reactivated.
If there is no resolution after all troubleshooting attempts, please send a detailed description of the issue and a list of troubleshooting steps taken. Email NewCrop Customer Support.
Questions? Contact your EHR.