Over the coming weeks, we’re upgrading Heidi’s sign-in experience to make logging in more secure, reliable, and consistent across your devices. This change only affects how you sign in — there’s no impact to your Heidi data and no change to product functionality.
Overview
1) App update: An update will be required for the upcoming changes
2) Sign-in changes: You may notice minor refresh to the sign-in screens
3) MFA prompt: Some users may need to set up MFA again on their next login
Key dates
Date | What's happening |
7 April | iOS, Android and Desktop upgrades become available to users |
27 April | Mobile and desktop apps require the latest version to continue signing in |
27 April | Updated sign-in experience goes live - this will be a phased roll out across different regions over the course of days. |
1) Mobile and desktop app updates (required by 27 April)
To support the sign-in upgrade, an app update will be available from 7 April, and will become mandatory from 27 April for mobile and desktop apps.
We recommend updating as soon as the new version is available so you can do it in your own time. On 27 April, users who haven’t updated yet will be prompted to update before they can continue using Heidi.
How to update
Heidi Desktop: open your Heidi app, go to Settings > Account > Install update
iOS: go to the App Store to download the latest update here
Android: go to the Play Store to download the latest update here
If you are unable to update your app, you may need to contact your organisation IT to enable this for you. Some organisations manage this on behalf of all users and apps.
2) Minor sign-in screen changes (from 27 April)
From 27 April, Heidi will use an updated sign-in system, so you may notice a slightly different login screen and may be asked to sign in again.
Web (email + password users)
After selecting Continue, you will be directed to a new login page hosted at auth.heidihealth.com. You’ll still sign in using the same email and password.
Desktop
When signing in, the Heidi desktop app may open your device’s default browser to complete authentication. This is a common approach used in web apps, and currently used at Heidi.
Mobile
When signing in, the Heidi mobile app may open a secure in-app window to complete authentication.
3) MFA prompt on next login (some users)
As part of the sign-in upgrade on 27 April, some users may be asked to set up multi-factor authentication (MFA) again the next time they log in.
This is expected, and it does not change your account, data, or access. This will take no longer than 1-2 minutes.
If you see the prompt, simply choose your preferred method and follow the steps. It’s the same quick verification process you used when you first enabled MFA.
Users with MFA enabled via SMS
Users with MFA enabled via Email
Social Sign-In options (Google/Apple)
If you usually sign in via Social Sign-In (e.g. Google, Apple), you can continue to do so and do not need to set up authentication.
Users should continue to select Google/Apple to sign in. If you enter your username by accident, you will be prompted to enter a password. Return back to the login page and select Google or Apple instead to proceed.
Troubleshooting
If you have trouble signing in:
Make sure you’re on the latest Heidi app version (mobile/desktop).
Desktop (v1.0.2)
iOS (v3.0.1)
Android (v2.5.0)
If you are unable to upgrade your app, you may need to reach out to your organisation IT to manage and initiate the upgrade for you.
If you’re on web, refresh the page or try an incognito/private window.
If you see a redirect to auth.heidihealth.com, allow it to open (it’s the new secure login page).
If you’re on desktop, complete sign-in in your default browser, then return to the Heidi app.
If MFA doesn’t work:
Check your device time/date is set to automatic (important for authenticator codes).
Try a different available method (e.g., Email instead of SMS) if shown.
If your organisation uses Single-Sign-On (SSO) such as Okta or Azure:
Entering your username should re-direct you to your SSO provider login page.
Accidentally, clicking on Google/Apple will not re-direct you to your SSO provider. You will need to navigate back to the login page and enter your username instead to proceed.
If you still can’t sign in, contact Heidi Support with:
The email you use to log in
Your device type (web / iOS / Android / desktop)
A screenshot or the exact error message
(Optional but helpful) your app version and browser name/version
This update does not change your Heidi data or templates, and does not affect how Heidi works day to day—it only improves the sign-in experience across devices.