Over the coming weeks, we’re upgrading Heidi’s sign-in experience to make it more 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
App update: An update will be required for the upcoming changes
Sign-in changes: You may notice a minor refresh to the sign-in screens
MFA prompt: Some users may need to set up MFA again on their next login
Social sign-in: If you use social sign-in, you do not need to set up MFA
Password managers: Users may need to re-save their login details
1. Mobile and desktop app updates
To support the sign-in upgrade, an app update will be available from 7 April.
A forced update will be pushed out to users on desktop and mobile on May 14. We recommend updating as soon as the new version is available so you can do it in your own time.
Users who have not updated by May 14 will see a message prompting them to update before they can continue. This usually take 1-2 minutes, before they can continue as usual on the Heidi app.
If your organisation uses centrally managed devices, please prioritise deploying the updated versions before May 14. Users on centrally managed devices will not be able to self-update, and if the update is not deployed in time they will lose access to the desktop and mobile apps until the update is applied.
How to update your apps
Minimum update required before Auth0:
Desktop (v1.1.3 or above)
macOS or Windows EXE: Settings > Account > Install update
Windows MSI: deploy via your standard tool (e.g. Intune, SCCM)
Download and install the latest version: here
iOS (v3.0.1 or above): App Store
Android (v2.5.0 or above): Google Play Store
You can manually update your desktop and mobile apps through 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. It's important you do this soon to ensure your app is on the right version.
2. Minor sign-in screen changes (from 29 April)
From 29 April onward, Heidi will start to roll users onto an updated sign-in system, so you may notice a slightly different login screen. You may be asked to sign in again.
Web (email + password users)
After selecting Continue, you will be directed to a new sign-in page hosted at auth.heidihealth.com. You’ll still sign in using the same email and password.
Desktop
When signing in, the 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 your next sign-in (some users)
As part of the sign-in upgrade rolling out from 29 April, some users may be asked to set up multi-factor authentication (MFA) again the next time they sign 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, choose your preferred method and follow the steps. It’s the same quick verification process you used when you first enabled MFA.
The primary authentication method needs to be SMS or an authenticator app. Email may only be set up as a secondary MFA method. This is so an extra layer of security can be added to your account (in addition to your email address). If you are unable to use SMS or an authenticator app, please contact Support to disable MFA for you.
Users with MFA enabled via SMS
4. 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 additional MFA.
If you enter your username by accident, you will be prompted to enter a password. Return to the sign-in page and select Google or Apple instead.
5. Password managers
If you use a password manager to pre-fill your username and password (and are not using MFA), your password manager may not recognise the new auth.heidihealth.com URL and therefore not pre-fill your login details. You will need to re-save your username and password with your password manager.
Troubleshooting
If you have trouble signing in:
Make sure you’re on the latest Heidi app version:
Desktop (v1.1.2)
iOS (v3.1.0)
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 use the Desktop app and are unable to update it, you may still be able to use Heidi web as a temporary workaround.
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 sign-in 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 you authenticator app shows two Heidi Health code generators:
Once you have set up MFA again, your authenticator app will now show two code generators for Heidi.
Typically, the new code generator will be at the bottom of the list. This is the one you should use logging into Heidi.
We recommend you remove the previous code generator.
If your organisation uses Single Sign-On (SSO) such as Okta or Azure:
Entering your username should redirect you to your SSO provider sign-in page.
Accidentally clicking on Google/Apple will not redirect you to your SSO provider. You will need to navigate back to the sign-in 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.