Logging in to the EMR

Who this is for

• All Staff role types using the Pathfinder EMR: Org Admins, Providers, Assessors, etc.

Overview

To successfully log in to the Pathfinder EMR: 

• Use the link and temporary password sent to you via email when your Org Admin creates your account. Please note that the temporary password expires 7 days after the email has been sent.
• Create your new password during your first login attempt.
• After approval, log in again using your email, new password, and MFA verification code.

Users typically visit this article when they:

• Are logging into the Pathfinder EMR for the first time
• Cannot access the EMR after being added to the system
• Have created a password but still see the “hang tight” message
• Are unable to complete MFA (multi-factor authentication)
• Aren’t receiving the login email or SMS authentication code
• Enter an incorrect password or are locked out

First time log in

When staff is added to Pathfinder EMR, the system automatically sends an email to the address entered by the Org Admin. This email includes:

• A “Log into the EMR” button that directs the user to the Pathfinder Gate login page.
• A temporary password for initial access.

Steps for First-Time Login:

1. Click the “Log into the EMR” link in the email.
2. Enter the email address that was used to create the account.
3. Enter the temporary password from the email.
4. When prompted, create a new password.
5. Review and consent to Agreements required by your organization

Multi-Factor Authentication

Multi-factor Authentication enhances account security by requiring users to sign in with a password and a second form of verification. MFA preferences are set when the user activates their account, but can be changed/updated on their own profile page. Pathfinder supports two options for setting your MFA preferences:

Text-based Multi-factor authentication

You can get your log in code using text messaging. Confirm the phone number you have on file to have your log in codes delivered via text message each time you log in.

Add an authenticator app for Multi-factor authentication

Use an authenticator app, like Google Authenticator or Microsoft Authenticator, to get your login codes  each time you log in.

Troubleshooting

Incorrect Password

• Check the password for accuracy
• Select “Forgot Password?” on the login page to reset.
• Check that Caps Lock is not on. (Or that all letters in the email are lowercase)

Didn’t Receive SMS Code

• Confirm with your Org Admin which MFA method is set for your account.
• Ensure your mobile number is correct.
• Restart your phone to refresh your carrier connection.
• Try again after 60 seconds; codes may be delayed during high-traffic times.

Didn’t Receive the Login Email

• Check your spam/junk folder.
• Search your inbox for “Pathfinder EMR.”
• Verify with your Org Admin that your email address was added correctly.
• Ask your IT team to whitelist @pfsbc.com if using a secure work domain.

Browser or Device Issues

• Clear cache and cookies.
• Use Chrome, Edge, or Safari (most compatible browsers).
• Try disabling pop-up blockers or password autofill tools.
• Restart your device if issues persist.