Accessing your AxiSanté professional account online means distinguishing between two interfaces that CGM offers at different addresses and with different login details. The AxiSanté software installed at your practice and the CGM PORTAL web platform do not use the same authentication method or offer the same features. Understanding this distinction prevents most of the issues that arise during your first login or after changing your password.
CGM PORTAL and AxiSanté software: two separate access points not to be confused
The most common mistake is entering your practice software login details on the web portal login page, or vice versa. The AxiSanté software, used daily to manage consultations, patient records and appointments, uses a username and password set locally during installation.
CGM PORTAL is a separate platform. It provides access to the knowledge base, support requests, invoices and professional account data management. The email address used for CGM PORTAL is not necessarily the one used for the practice software. A practitioner may have full access to AxiSanté but be unable to log in to the portal because the registered email address has changed.
| Criteria | AxiSanté software (practice) | CGM PORTAL (web) |
|---|---|---|
| Type of access | Locally installed application | Web browser |
| Login ID | Set during installation | Professional email address |
| Main features | Consultations, appointments, patient records, teleconsultations | Support, invoices, knowledge base |
| Password recovery | Through the workstation administrator or CGM support | Password reset link sent by email |
| Two-factor authentication | No (local network security) | Yes (MFA can be enabled) |
This table clarifies a point that official guides do not always explain upfront. Before taking any action, identify which interface you are having trouble with. To log in to Axisanté CGM without any issues, this distinction is the first thing to keep in mind.
First login to the CGM portal: activating your account step by step
When you subscribe to a CGM solution, an activation email is sent to the address provided in the contract. This message contains a unique link that is valid for a limited time. If the link expires before you use it, contact CGM support to have a new one generated.
The activation link takes you to a page where you can create a password. The portal requires a strong password (minimum length and special characters). Once you have set your password, you can log in directly at portal.cgm.com.
After your first login, the system displays a welcome message with a link to the getting started guide. A checkbox lets you hide this window on future logins. You can then access the portal homepage, which brings together shortcuts to the various sections.
Enable two-factor authentication
CGM PORTAL offers two-factor authentication (MFA) to enhance security. You can enable it from the profile menu in the top-right corner of the interface, using the password change option, which also provides access to security settings.
- Registering a trusted device means you do not have to enter an MFA code every time you log in from a regular workstation
- Recovery codes can be generated and stored in a safe place in case you lose your authentication device
- You can remove two-factor authentication or trusted devices at any time from the same profile section
Forgotten login details or inaccessible email address: practical solutions
Loss of access to the CGM portal usually falls into one of two scenarios. The first, and most common, is simply forgetting your password. The CGM PORTAL login page includes a reset link that sends an email to the address on file. This process only works if you can still access the email address linked to your account.
The second scenario is more difficult to resolve. The email address associated with the account is no longer usable (for example, after changing providers, leaving a group practice or having a professional email address deactivated). In this case, there is no automated way to recover access.
What to do if your email address is no longer valid
The only solution is to contact CGM support. The practitioner must provide identifying information (contract number, practice contact details and, in some cases, proof of identity) so the technical team can update the email address on the account. Processing times vary depending on the support team’s workload.
For the AxiSanté practice software, however, login details are recovered through a different process. The local password is managed by the workstation administrator or the practice’s network technician. If no one has administrator rights, CGM support can provide remote assistance, but this service may be chargeable depending on the maintenance contract.
- Keep a written record of the email address associated with each CGM service (portal, software, teleconsultation)
- Update the portal email address as soon as your professional email changes
- Generate and store MFA recovery codes in a secure location, separate from your primary device
Managing your AxiSanté account online: settings to check after logging in
Once access has been restored or you have logged in for the first time, the portal’s “My information” section displays your email address, first name, last name and interface language. Checking this information as soon as you log in for the first time can prevent future access issues.
The language of the login management platform can be changed independently of the main portal language. This is important for practitioners working in border regions or in multilingual organizations.
The CGM portal also provides access to technical support requests. Each ticket you create is linked to your account, allowing you to track its history. Using the portal rather than calling by phone leaves a written record that can be useful in the event of a dispute or recurring request.
Distinguishing between the two CGM interfaces, checking that your email address is active and setting up enhanced authentication will resolve most access issues. The step most often overlooked is updating your email address when you change professional organizations. It only takes a few minutes, but putting it off can turn a simple task into a lengthy account recovery process.
