We recently rolled out multi-factor authentication (MFA) to improve the security of your Chartnote account. This update changes the login flow on both the web app and Chartnote Mobile, and it requires a password reset and a mobile app update.

This article walks you through:

• What’s new with MFA

• How to reset your password

• How to update Chartnote Mobile

• What to do if you have offline recordings

• Common login issues and how to fix them

1. What’s New With MFA

MFA adds an extra layer of security to your Chartnote account by requiring a verification code in addition to your password.

• The new login home page looks like this:
  

👉 Web App

 

• Chartnote Mobile must be updated to the latest version to work with MFA.

👉 The updated Chartnote Mobile App login looks like this

 

2. First Login After MFA (Password Reset Required)

All accounts require a password reset the first time you log in after MFA is enabled.

Steps to reset your password

1. Go to chartnote.com.

2. Click Login.

3. Click Forgot password.

   • Or go directly to: https://chartnote.com/welcome

4. Follow the instructions to reset your password.

5. After resetting your password, you’ll be prompted to activate MFA (follow the on-screen steps).

Note that if your are using a bookmark to open the login page, your browser cache might redirect you to the old page (chartnote.com/login)

Once MFA is set up on the web, you can log in on both the web app and the mobile app (as long as your mobile app is up to date).

3. Updating Chartnote Mobile (Required for MFA)

If you’re seeing login issues on the mobile app, you may be using an older version that doesn’t fully support MFA.

Check that you have the latest version (version 3.0.0 or older)

1. Open the App Store on your device.

2. Search for “Chartnote Mobile”.

3. If you see an Update button, tap it.

4. If Update is not available, you can force an update by:

   • Deleting the Chartnote Mobile app from your device.

   • Reinstalling it from the App Store.

After updating, the login screen on mobile should match the new login home page shown above:

Note: If you have unprocessed notes or pending offline recordings (see next section), we recommend waiting for the automatic update instead of deleting and reinstalling the app. You might lose all these notes if you delete the app.

4. If You Have Offline or Unprocessed Recordings (Important Before Updating)

If you use offline recordings in Chartnote Mobile, make sure they are processed before forcing an app update (delete/reinstall). Otherwise, you might lose unprocessed audio stored locally on your device.

How to process offline recordings

1. Open the Chartnote Mobile app.

2. Log in to your account.

3. Look for pending recordings in the app.

4. For each pending recording:

   • Tap Transcribe.

   • Select AI Scribe to process it.

Once processed, each note will appear in the web app.

📹 Video walkthrough – How to process offline recordings:

https://www.loom.com/share/b661c15da88e4cc5b454608707fc64e9

If you have pending offline recordings, do not delete the app. Wait for the app to update automatically after pending notes are processed.

5. Common Issues & Fixes

A. I can’t log in on mobile, but I haven’t updated the app

Symptom: Login fails, or you don’t see the new login screen.

Fix:

1. Update Chartnote Mobile from the App Store (or delete and reinstall if “Update” is not an option).

2. Confirm that the login screen matches this page:

   👉 https://share.zight.com/E0uQ6p6x

3. Try logging in again.

B. I’m told I need to reset my password after MFA

Symptom: You can’t log in and are instructed to reset your password.

Fix:

1. Go to chartnote.com → Login → Forgot password

   • Or use: https://chartnote.com/welcome

2. Reset your password.

3. Complete MFA setup when prompted.

4. Make sure your mobile app is updated, then log in on mobile.

C. My MFA codes weren’t being recognized on mobile

Symptom (early after rollout): Codes entered on mobile were not accepted.

We identified and fixed a bug in the mobile app that was causing this issue.

Fix:

1. First, log in on your browser (computer) and verify that you can sign in with MFA there.

2. Then, on your phone:

   • Update the Chartnote Mobile app from the App Store, or

   • Delete and reinstall the app to ensure you have the latest version.

3. Try logging in again on mobile.

If the codes are still not recognized after updating, log in on the browser again and contact support.

D. My offline recordings are not showing up on the web

Symptom: You have recordings on your phone that aren’t appearing on the web app.

Fix:

1. Open Chartnote Mobile.

2. Locate pending offline recordings.

3. Tap Transcribe → choose AI Scribe for each recording.

4. Wait for the transcription to complete.

5. Check the web app again – the notes should now appear.

If you’re unsure how to do this, follow the video tutorial:

📹 https://www.loom.com/share/b661c15da88e4cc5b454608707fc64e9

Another quick overview (scroll to the middle of the video):

📹 https://www.loom.com/share/2c9c9d1759614abb870acecfba971dce

6. Still Having Trouble?

If you’ve tried the steps above and are still having issues with MFA, login, or offline recordings:

• Make sure you’re on the latest version of Chartnote Mobile.

• Confirm you can log in successfully on the web at chartnote.com.

• Then contact Chartnote Support with:

  • The email address you use for Chartnote

  • Whether the issue is on web, mobile, or both

  • A brief description of what you’re seeing (screenshots help)

We’ll be happy to help you get back up and running.