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Login Issues/Troubleshooting

LawPro.ai Login & MFA Troubleshooting FAQ

Table of Contents

  1. What are my login credentials?
  2. I forgot my password or my password isn't working. What do I do?
  3. Why is the system saying my passcode is incorrect?
  4. I'm not receiving my MFA text message (SMS). What should I do?
  5. What is Multi-Factor Authentication (MFA) and why is it required?
  6. How do I set up MFA for the first time?
  7. Which authenticator apps are supported?
  8. I got a new phone and lost access to my authenticator app. How do I log back in?
  9. I can't find LawPro.ai listed in my authenticator app. What should I check?
  10. Can I switch from SMS to an authenticator app (or vice versa)?
  11. I received a "Welcome to LawPro" email but can't log in. What should I do?

1. What are my login credentials?

Your login email is the email address your LawPro.ai account was created with. Your temporary password was included in your welcome email with the subject line "Welcome to LawPro – Your New Account is Ready!"

Important: Your email address must be entered in all lowercase. LawPro.ai's login system is case-sensitive and will not recognize uppercase letters in the email field.

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2. I forgot my password or my password isn't working. What do I do?

Contact your LawPro.ai Customer Success Manager or email support@lawpro.ai to request a password reset. You'll receive a temporary password via email. Once you log in with the temporary password, you'll be prompted to set a new one.

Tip: When you receive a temporary password, log in promptly. If you wait too long, contact support for a fresh one.

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3. Why is the system saying my passcode is incorrect?

MFA passcodes (from both SMS and authenticator apps) are time-sensitive — they expire after approximately 30 seconds.

If you receive a "passcode incorrect" error:

  1. Wait for a new code to generate in your authenticator app (or request a new SMS).
  2. Enter the new code immediately, before the last few seconds of its countdown.
  3. If the issue persists, verify you are entering the code for the correct LawPro.ai entry in your authenticator app.

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4. I'm not receiving my MFA text message (SMS). What should I do?

Some mobile carriers experience delays or blocks with SMS authentication codes. If you are not receiving your code:

  • Wait 1–2 minutes and try again.
  • Check that your phone number is entered correctly using the country code, without dashes or parentheses (e.g., +15551234567).
  • If the problem continues, we recommend switching to an authenticator app instead of SMS. Authenticator apps are more reliable and do not depend on carrier delivery. Contact support to request this switch.

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5. What is Multi-Factor Authentication (MFA) and why is it required?

Multi-Factor Authentication (MFA) adds a second layer of security beyond your password. After entering your credentials, you'll be asked to verify your identity with a one-time code delivered via SMS text or an authenticator app.

MFA is required for all LawPro.ai accounts and cannot be removed. This is a HIPAA compliance requirement to protect the sensitive legal and medical records processed on the platform.

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6. How do I set up MFA for the first time?

The first time you log in, you'll be prompted to choose an MFA method. You have two options:

  • SMS — A code is sent to your mobile phone number via text.
  • Authenticator App — A code is generated by an app on your device (recommended).


If you choose SMS: Enter your phone number in international format including the country code (e.g., +12125551234), then tap Send code.



If you choose Authenticator App:

  1. Install an authenticator app on your mobile device (see FAQ #7 for supported apps).
  2. Open the app and scan the QR code shown on screen — or tap Show secret key to enter the key manually.
  3. Enter the 6-digit code generated by the app, optionally name the device, and tap Sign in.

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7. Which authenticator apps are supported?

LawPro.ai supports any TOTP-compatible authenticator app. The most commonly used options are:

  • Google Authenticator (iOS & Android) — Tap the + icon at the bottom, then select Scan a QR code or Enter a setup key.
  • Microsoft Authenticator (iOS & Android) — Tap the QR code scan icon in the bottom right, then scan the QR code.
  • iOS Passwords app (built into iPhone — Settings → Passwords → Codes) — Select the Codes section and add a new entry by scanning the QR code.






 

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8. I got a new phone and lost access to my authenticator app. How do I log back in?

If you no longer have access to your authenticator app (e.g., after getting a new phone or deleting the app), you won't be able to generate a login code on your own.

Contact support at support@lawpro.ai or reach out to your Customer Success Manager. We will reset your MFA so you can re-enroll with your new device. Once reset, you'll be prompted to set up MFA again on your next login — follow the steps in FAQ #6.

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9. I can't find LawPro.ai listed in my authenticator app. What should I check?

If you don't see a LawPro.ai entry in your authenticator app, it may be listed under a different name (such as your email address or a generic account ID). Check all entries in the app — look for anything associated with your @lawpro.ai email address or your firm's email domain.

If you still cannot locate it, contact support. We can reset your MFA enrollment so you can re-add LawPro.ai to your app cleanly.

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10. Can I switch from SMS to an authenticator app (or vice versa)?

Yes. If you'd like to change your MFA method, contact your Customer Success Manager or email support@lawpro.ai. We can reset your MFA enrollment so you can choose a different method on your next login.

Note: If you are having repeated trouble receiving SMS codes, switching to an authenticator app is strongly recommended for a more reliable experience.

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11. I received a "Welcome to LawPro" email but can't log in. What should I do?

  1. Confirm your email address is entered in all lowercase.
  2. Use the temporary password exactly as it appears in the welcome email (copy-paste is recommended to avoid typos).
  3. Complete the MFA setup when prompted — this is required to finish activating your account.
  4. Note that your account credentials expire 7 days after the account creation date. If you are logging in for the first time after that window, you'll need to contact us to reset it — your credentials will remain the same, we just need to reopen the activation window.
  5. If you're still unable to log in, contact support@lawpro.ai and we'll get you sorted out quickly.

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Still having trouble? Reach out to your LawPro.ai Customer Success Manager directly or email us at support@lawpro.ai.