I'm experiencing technical difficulties

We know that technical problems can sometimes make using Telehealth services hard. Here are some common problems and steps to try before you ask our Support Team for help:

1. Trouble signing in:

• Try signing in on a different device.
• If you're signed in but having trouble, log out and back in.
• If using SSO, try Google. If using Apple SSO, share your email.

2. Trouble resetting your password:

• Click "Forget Password" on the login screen and enter your email.
• Check your inbox (and spam folder) for an email titled "Reset your Cerebral password."
• Use the most recent reset email if you asked more than once.
• If still having trouble, log out and log back in with your old password, then try to change it again.

3. Trouble with the Cerebral app:

• Make sure you have the latest app version. Check for updates in the Apple App Store or Google Play Store.
• Uninstall the app, restart your device, then reinstall the app.
• Try signing in on our website.
• If logged in but having trouble, log out and back in.

4. Trouble with the Cerebral website:

• Try a different browser (like Chrome, Safari, 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 but having trouble, log out and back in.

If these steps don't work, contact our Support Team by sending a message from your client account or emailing support@cerebral.com if you can't access your account. Include:

• A brief description of the problem
• Steps you took before the problem
• Whether the problem was on a phone, tablet, or computer
• The type of device (Android, iOS, Windows, or Mac)
• Any screenshots or recordings of the issue

Our team will investigate and respond within 24 hours. Thank you for your patience. We want to help solve any technical problems you have!

If you found this information helpful, we would be grateful if you could share your feedback below. Your input helps us continually improve our articles and provide the most valuable information to our community.