Troubleshooting Technical Difficulties

• Check that you have the latest version of the app
• Quit the app and reopen it.
• Uninstall the app, restart your device, then reinstall the app.
• If logged in on the app, try logging out and then log back in.
• Try signing in on our website.

• Try accessing the site on a different browser (Chrome, Safari, Firefox, Edge, or Opera).
• Clear your browser's cache and cookies.
• Use your browser's Incognito mode.
• Try signing in on a different device.
• If logged in on the website, try logging out and then log back in.

ℹ️ If these recommendations do not provide the client with a resolution, asking them to provide us with the following details may help us to further inform troubleshooting and provide additional assistance: 

• A brief description of the problem
• Steps you took before the problem happened
• The type of device (phone, tablet, or computer)
• The device operating system (Android, iOS, Windows, or Mac)
• If you were using the web, which browser (Chrome, Safari, Firefox, etc.)
• Any screenshots or screen recordings of the issue, if possible

1. Instruct the client to click on the Forget Password option on the login screen. 
   1. An email with instructions on how to reset their password will be sent to them.

1. Help the client identify which email they registered with by looking in the ‘Patient Info’ tab on their EMR. 
2. Instruct the client to click on the Forget Password option on the login screen. 
   1. An email with instructions on how to reset their password will be sent to them.

If that doesn’t, work follow the instructions below: 

1. Change the client’s email in the EMR to one the client has access to following the steps in our Account Management > Changing account emails SOP.  
2. Ask the client to click on Forget Password using the email that we have changed their account to.
   1. An email with instructions on how to reset their password will be sent to them.

If a client wants to sign in using SSO, we recommend using Google instead of Apple. If the client insists on using Apple SSO, they have to share their email to be able to do so.

If that doesn’t, work follow the instructions below:

1. Change the client’s email in the EMR to one the client has access to following the steps here.
2. Ask the client to click on Forget Password using the email that we have changed their account to.
   1. An email with instructions on how to reset their password will be sent to their new email address.
   2. The client will sign in using their email and password, not SSO.