Using a Provider Code in the eCase RAC Mobile App
What is a Provider Code?
A Provider Code (also called a Mobile Code) is a short numeric or alphanumeric code that directs the RAC app to your organisation’s eCase environment (e.g., Production or UAT). It is entered once during first-time setup on a device.
Keeps your data secure by routing the app to the correct server
Lets you switch between environments when needed (with Logout Provider)
Provided by your organisation or Health Metrics
Before You Begin
Confirm your Provider Code with your organisation or Health Metrics.
Have your eCase username and password ready, or be prepared to use SSO if your organisation has enabled it.
Ensure you have internet access (Wi‑Fi or mobile data).
Download the App
Search for “eCase RAC” in the Apple App Store (iOS) or Google Play Store (Android).
Install the app and open it once the download completes.
First-Time Setup
Open the eCase RAC app on your device.
Enter your Provider Code and tap Submit.
The app connects to your organisation’s environment and loads the correct banner and login options.Sign in
Username & Password: Enter your eCase credentials and tap Login.
Single Sign-On (SSO): Tap SSO Login and follow the prompts from your identity provider (e.g., Microsoft Entra ID/Azure AD, Okta). You may be asked to complete Multi‑Factor Authentication (MFA).
Create a 4‑digit PIN when prompted.
This PIN is used for quick access on this device instead of re‑entering your username and password each time.
Next time you open the app, simply enter your 4‑digit PIN to log in quickly.
Everyday Login
Open the app and enter your 4‑digit PIN.
If prompted for full credentials again (e.g., after a policy change), follow the on‑screen steps to re‑authenticate.
Switching Environments (e.g., UAT to Production)
On the login screen, tap Logout Provider.
Enter the new Provider Code for the target environment.
Sign in using your usual method (Username/Password or SSO), then set a PIN for that environment if requested.
Your PIN is specific to the device and environment. If you switch environments or devices, you may be asked to set a new PIN.
Your PIN is specific to the device and environment. If you switch environments or devices, you may be asked to set a new PIN.
Troubleshooting
Common Issues
Spinner or connection timeouts: Check internet connectivity and verify that the Provider Code is correct.
Invalid Provider Code: Confirm the code with your organisation or Health Metrics. Codes are environment-specific.
Can’t use Username/Password with 2FA enabled: Use SSO Login if your profile requires MFA.
Quick Resolutions
Close and reopen the app, then try again.
Toggle Airplane Mode, then reconnect to the network.
Tap Logout Provider and re-enter the Provider Code.
If prompted by SSO, complete MFA via your usual method (app, SMS, or push).
Security and Privacy
Your PIN is stored securely on the device and cannot be used to access other environments.
Never share your username, password, or MFA codes. Only share the Provider Code with authorised staff.
Report lost or stolen devices to your organisation so access can be revoked if required.
Getting Help
If you do not know your Provider Code, contact your organisation’s administrator or the Health Metrics Helpdesk.
Device type and OS version
App version (eCase RAC)
Your organisation and site
Provider Code used
Time of the issue and any error messages
FAQ
Where do I get my Provider Code?760Your organisation’s administrator or Health Metrics will provide the code for your specific environment (Production or UAT).
Does the Provider Code replace my username and password?760No. The Provider Code only directs the app to your organisation’s environment. You will still sign in using Username/Password or SSO, then set a PIN for quick access.
Can I use the same Provider Code on multiple devices?760Yes, but each device will require its own first-time setup and PIN.
I entered the wrong Provider Code. What do I do?760From the login screen, tap Logout Provider, then enter the correct code and sign in again.