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Login Problems

Resolve common login and authentication issues to regain access to Praxi.

Quick Diagnosis​

SymptomLikely CauseQuick Fix
"Invalid credentials"Wrong passwordReset password
Page won't loadBrowser cacheClear cache
Stuck on loadingSession expiredForce logout
"Account locked"Too many attemptsWait or contact admin
SSO not workingOrganisation settingsCheck SSO config
MFA issuesAuthenticator problemReset MFA
Lost phone or keyPasskey device goneLost device

Common Issues​

"Invalid username or password"​

Cause: Incorrect email or password entered.

Solutions:

  1. Check email spelling

    • Verify exact email address (no typos)
    • Ensure correct domain (e.g., @practice.com.au)

  2. Check caps lock

    • Passwords are case-sensitive
    • Toggle caps lock off

  3. Reset password

    1. Click "Forgot password?" on login page
    2. Enter your email address
    3. Check inbox (and spam folder)
    4. Click reset link (expires after 15 minutes by default)
    5. Create new password
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Password Requirements

Passwords must be at least 12 characters with:

  • One uppercase letter
  • One lowercase letter
  • One digit

Reset Password​

To reset your password:

  1. Go to app.praxi.au
  2. Click "Forgot password?" on login page
  3. Enter your email address
  4. Check inbox (and spam folder) for reset email
  5. Click reset link (expires after 15 minutes by default)
  6. Create new password meeting requirements above
  7. Log in with new password
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Email Sender

Password reset emails come from noreply@praxi.au. Add this to your safe senders list.

Account Locked​

Cause: Too many failed login attempts.

What happens:

  • 5 failed attempts within 15 minutes blocks further attempts until that window passes
  • Repeated failures over the day trigger a 30-minute lockout

Solutions:

  1. Wait 30 minutes - Lockout expires automatically
  2. Contact administrator - They can unlock immediately
  3. Reset password - Resets the lockout

To prevent:

  • Use a password manager
  • Enable "Remember me" on trusted devices
  • Set up MFA for added security

Session Expired​

Cause: Inactive for too long or browser closed.

Symptoms:

  • Suddenly logged out
  • Actions fail with "Unauthorized"
  • Page shows login screen

Solutions:

  1. Refresh and log in again
  2. Clear browser cache if issues persist
  3. Check "Remember me" to extend sessions

Session duration:

SettingDuration
Session (inactivity)8 hours by default — your practice can adjust
Remember this device7 days by default, up to 30 (practice-configured)

Force Logout​

If you're stuck in a broken session:

  1. Clear cookies for Praxi:

    • Chrome: Settings → Privacy → Cookies → See all cookies
    • Search "praxi.au"
    • Remove all Praxi cookies

  2. Or use incognito mode:

    • Open new incognito/private window
    • Navigate to app.praxi.au
    • Log in fresh

  3. Or clear all site data:

    • Chrome: F12 → Application → Storage → Clear site data

Clear Browser Cache​

Chrome:

  1. Press Cmd+Shift+Delete (Mac) or Ctrl+Shift+Delete (Windows)
  2. Select "Cached images and files"
  3. Select "Cookies and other site data"
  4. Click "Clear data"

Safari:

  1. Safari → Settings → Privacy
  2. Click "Manage Website Data"
  3. Search "praxi"
  4. Click "Remove"

Edge:

  1. Press Ctrl+Shift+Delete
  2. Select "Cached images and files"
  3. Select "Cookies and other site data"
  4. Click "Clear now"

MFA Problems​

Authenticator Code Not Working​

Common causes:

CauseSolution
Time out of syncSync device time to internet
Wrong accountCheck you're using Praxi entry
Old codesWait for new code
Wrong authenticatorUse the correct app

Fix time sync:

iPhone:

  1. Settings → General → Date & Time
  2. Enable "Set Automatically"

Android:

  1. Settings → Date & time
  2. Enable "Automatic date & time"

Authenticator apps (any work):

  • Google Authenticator
  • Microsoft Authenticator
  • Authy
  • 1Password

Lost Passkey or Device​

Lost the phone, computer or security key you sign in with? Use any other method you still have:

  1. Another passkey — click Continue with a passkey and pick one on another device or synced in your password manager.
  2. Your authenticator app — sign in, then enter the six-digit code.
  3. A recovery code — sign in, choose Use a backup code instead, and enter one of your 10 single-use codes. Praxi emails you when one is used.

Once you're in, add a new passkey and remove the lost one from Settings → Security. Full steps: Lost Passkey or Device.

If you have no method left:

  1. Contact your practice owner
  2. They confirm who you are, then reset your two-step sign-in
  3. The reset signs you out everywhere
  4. You set up two-step sign-in again the next time you sign in
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Security Verification

Your practice owner will confirm your identity before resetting your two-step sign-in.

Setting Up MFA​

  1. Log in to Praxi
  2. Go to Settings → Security
  3. Under Passkeys, click Add a passkey (recommended), or set up an authenticator app
  4. Follow your device's prompt, or scan the QR code and enter the 6-digit code
  5. Save your recovery codes securely

See Passkeys and Two-Factor Authentication.

Authentication System​

Praxi handles all sign-in, password reset, passkey and MFA steps itself. Authentication credentials are stored securely using industry best practices (never in browser storage). The system includes brute force protection, session management, and rate limiting to protect against abuse.

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Invitation-Only Registration

New accounts require an invitation from a practice owner or Praxi administrator. You cannot self-register. If you need access, ask your practice owner to send you an invitation.

Third-Party Cookies for Authentication​

Praxi's authentication system is hosted at auth.praxi.au. Your browser must allow cookies from this domain. If cookies are blocked, login will fail silently or loop.

SSO Issues​

"SSO login failed"​

Check with your organisation:

  1. Is SSO configured correctly for your organisation?
  2. Is your account provisioned?
  3. Has your organisation subscription expired?

Try these:

  1. Log in via regular email/password first
  2. Clear browser cache
  3. Try incognito mode
  4. Contact your IT administrator

"Organisation not found"​

Causes:

  • Typing error in organisation name
  • Organisation uses different SSO domain
  • Organisation SSO not configured

Solutions:

  1. Verify exact organisation name with admin
  2. Try logging in with email/password
  3. Contact support at hey@praxi.au

SSO vs Password Login​

MethodWhen to Use
SSOIf your organisation has configured it
Email/PasswordDirect login, always available
Both enabledEither method works

Browser Issues​

Supported Browsers​

BrowserMinimum VersionStatus
Chrome90+✅ Recommended
Safari15+✅ Supported
Edge90+✅ Supported
Firefox90+✅ Supported
IEAny❌ Not supported

Browser Extensions Blocking Login​

Some extensions can interfere:

Extension TypeIssue
Ad blockersMay block auth requests
Privacy toolsMay block cookies
VPN extensionsMay cause IP issues

Test in incognito mode (extensions disabled by default).

Third-Party Cookies​

Praxi requires third-party cookies for authentication.

Chrome:

  1. Settings → Privacy and security
  2. Third-party cookies
  3. Add app.praxi.au to allowed sites

Safari:

  1. Safari → Settings → Privacy
  2. Uncheck "Prevent cross-site tracking" (or add exception)

Network Issues​

"Network error" on Login​

Check:

  1. Internet connection working?
  2. Can you reach other websites?
  3. Is your firewall blocking Praxi?

Corporate networks:

  • Ask IT to whitelist: *.praxi.au
  • Required ports: 443 (HTTPS)

VPN Causing Issues​

Some VPNs block or interfere with authentication.

Try:

  1. Disconnect VPN temporarily
  2. Log in to Praxi
  3. Reconnect VPN after login

If you must use VPN:

  • Whitelist praxi.au in VPN split tunnelling
  • Contact IT for configuration

Password Reset Not Working​

Email Not Arriving​

  1. Check spam/junk folder
  2. Check email spelling (re-request if wrong)
  3. Wait 5 minutes (email can be delayed)
  4. Check with IT (may be blocked)

Email comes from: noreply@praxi.au

Add to safe senders to prevent future issues.

Links expire after 15 minutes by default. Follow the expiry stated in your reset email.

  1. Request a new reset link
  2. Use it immediately
  3. Don't close the browser until complete
  1. Copy full URL - Don't let email client truncate
  2. Paste in browser - Don't click if link is broken
  3. Try incognito - Cache may interfere
  4. Request new link - If still not working

Account Issues​

"Account disabled"​

Causes:

  • Administrator disabled your account
  • Organisation subscription ended
  • Security concern flagged

Solutions:

  1. Contact your practice administrator
  2. Contact support at hey@praxi.au if your administrator is unavailable

"No organisations found"​

Causes:

  • Not yet added to any practice
  • Removed from organisation
  • Account created but not configured

Solutions:

  1. Contact your practice administrator
  2. Verify you're using the correct email

Multiple Organisations​

If you belong to multiple practices:

  1. Log in with your email
  2. Select organisation from list
  3. To switch: Click profile → Switch Organisation

Getting Help​

Information to Provide​

When contacting support, include:

InformationExample
Email addressjane@practice.com.au
Error message"Invalid credentials"
When it started"Since Monday 9am"
Browser/device"Chrome on MacBook"
Steps tried"Reset password, cleared cache"

Contact Support​

  • Email: hey@praxi.au — put "URGENT" in the subject line if a lockout is blocking your work (the sign-in page does not host the feedback widget, so email or the ticket form is the path when you cannot sign in)
  • Ticket form: Contact Support
  • Once signed in: Help & Support → chat or Send feedback

Prevention Tips​

Avoid Future Login Issues​

  1. Use a password manager - Never forget passwords
  2. Add a passkey - Fastest and safest second step
  3. Save recovery codes - Store securely offline
  4. Keep browser updated - Avoid compatibility issues
  5. Bookmark correct URL - app.praxi.au

Security Best Practices​

PracticeWhy
Unique passwordPraxi-only password
Don't share credentialsAudit trail integrity
Log out on shared devicesPrevent unauthorised access
Report suspicious activityEarly detection

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