Login issues
Most sign-in problems are password, multi-factor, or invitation related.
Symptom
- You can’t sign in.
- Your multi-factor authentication (MFA) code isn’t accepted.
- You signed up but can’t access your clinic.
Likely causes
- Wrong password, or caps lock / autofill issues.
- MFA device out of sync or unavailable.
- Invitation not accepted, or a separate account was created.
- Access was changed or removed by an admin.
Quick checks
Confirm your email and password
Check for typos and autofill mistakes. Use the password reset flow if unsure.
Check your MFA device
Make sure you’re using the right authenticator and that its time is in sync. Use your backup/recovery method if you can’t get a code.
Confirm you accepted the invitation
If you were invited, make sure you completed the invitation rather than signing up separately. See Account setup.
Step-by-step fix
Reset your password
Use the “forgot password” flow and set a new strong password.
Recover MFA
If you’ve lost your second factor, use your recovery option, or ask your admin to help re-enrol you.
Ask your admin about access
If your credentials work but you can’t reach the clinic, your access may have changed. Contact your admin. See Users & permissions.
If you think your account is compromised — for example, you didn’t request a password reset you received — change your password and tell your admin immediately. See Data security.
When to contact support
Contact your admin first for access and MFA re-enrolment. Contact support if sign-in fails for reasons that aren’t password, MFA, or access related.
What to include when reporting
- The email you’re signing in with (not your password).
- Whether it’s a password, MFA, or access problem.
- Any error message shown.