If you are receiving an EPCS authentication error in DrFirst, this article will guide you through common fixes, including testing your passphrase, resetting it if needed, and verifying your authentication token.
Step 1: Test Your EPCS Passphrase
Before resetting anything, confirm whether the issue is your passphrase or your token.
- Navigate to the EPCS Gold Prescriber Dashboard.
- Enter your NPI and your EPCS passphrase.
- Select Sign In.
What happens next?
- If you proceed to the token screen, your passphrase is correct. The issue is likely related to your authentication token or one-time passcode. Continue to Step 3 to reset it.
- If you receive an authentication error immediately, your passphrase is incorrect or expired. Continue to Step 2 to reset it.
Step 2: Reset Your EPCS Passphrase
If your passphrase is incorrect or expired, follow these steps:
- Go to the EPCS Gold Prescriber Dashboard.
- Select Forgot Passphrase.
- Enter your NPI.
- Enter your Credential ID associated with your authentication token.
- Note: Your Credential ID will begin with SYMC. Be sure to include this prefix in the Credential ID field.
- Select your enrolled authenticator and enter the one-time passcode (OTP).
- Enter the email address used during identity proofing.
- Check your inbox for an email with the subject line: “Prescriber reset passphrase notification.”
- Click the Reset Passphrase link and follow the prompts.
Passphrase Requirements:
- 8 to 20 characters
- At least 1 uppercase letter
- At least 1 number
- No special characters
- No more than 2 identical characters in a row
After resetting your passphrase, please attempt to log in to the EPCS Gold Prescriber Dashboard.
Step 3: Verify Your Authentication Token
If you successfully pass the NPI and passphrase login screen, but cannot complete the authentication token:
- Confirm that the Credential ID in the dropdown matches your token device or the Symantec VIP app.
- Enter the one-time passcode displayed in your token app.
- Submit before the code refreshes (codes typically refresh every 30 seconds).
If the OTP codes are repeatedly rejected, there may be a token sync issue. Please reach out to our Support Team for further assistance with this matter.
Still Need Help?
If you continue to receive errors, please contact Rula Support and include:
- The exact error message
- A screenshot (if possible)
- Whether you are able to access the token screen
- Whether patient care is impacted
Our team will help you resolve the issue as quickly as possible.
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