View your Support PIN | Generate a new PIN | Use your Support PIN | Request Support assistance
When you contact the DrChrono Support team, you must provide the four-digit Support PIN to verify your account. A Support PIN is automatically generated when you sign up for DrChrono.
See Why do I need the Support PIN? to learn why you must use the Support PIN.
The Support PIN is different from the DrChrono App Unlock PIN. You use the DrChrono App Unlock PIN to unlock your iOS devices.
View your Support PIN
- Do one of the following:
- If you are a provider, select Account > Account Settings. The Support PIN is in the Profile tab.
- If you are a staff member, select Account > Staff Account Information.
- Select View.
The four-digit PIN appears in the Support PIN box.
Generate a new PIN
- Do one of the following:
- If you are a provider, select Account > Account Settings. The Support PIN is on the Profile tab.
- If you are a staff member, select Account > Staff Account Information.
- Select View and then select Generate New PIN
Use your Support PIN
When you contact the Support team by phone, email, or support case, a Support representative asks for your Support PIN to verify your account before helping you with your support request. Once your Support PIN is successfully validated, a new Support PIN is generated in Account Settings (for providers) and Staff Account Information (for staff members).
You can view when your Support PIN has been viewed, validated, and generated in the Audit Log.
Request Support assistance
On behalf of someone else's account
| Requestor | On Behalf of | Support Action |
|---|---|---|
| Provider | Staff | Support can assist |
| Staff | Provider | Need provider approval before assisting |
| Staff | Staff | Need provider approval before assisting |
Required staff action to get provider approval
- Request permission by email by including the provider in the case.
- The provider does one of the following:
- Approves the request by replying to the case
- Calls Support and provides their Support PIN for Support to proceed
Unlock your account
Support can assist anyone who needs their account unlocked.
Why do I need the Support PIN?
We introduced the Support PIN to comply with the Security Risk Analysis (SRA) requirement of the Health Insurance Portability and Accountability Act (HIPAA). CMS also requires an SRA for the Merit-based Incentive Payment System (MIPS), which mandates the implementation of a mechanism to validate the identity of anyone given access to protected health information (PHI). This ensures that only authorized individuals can view this sensitive information.
The Support PIN is more secure than other identity validation methods, such as security questions that malicious actors can obtain through social media and other public sources. We can verify that the person requesting support is indeed who they claim to be and that they have the necessary authorization to access the account and the associated PHI (and potentially represent the account owner) regarding the requested support.