Welcome to our troubleshooting guide for the mobile app. Below you’ll find some frequently asked questions about creating an account and logging into the mobile app.
- Looking for a general overview of using the app? Check out our guide here.
- Are you a practitioner or clinic owner? Check out our clinic-facing guide here.
Let’s dive in!
- I’ve entered my username and password into the app but it’s not working
- I’ve forgotten my username or password for the app
- Is my password for the mobile app the same as my password for one of the clinics I visit?
I’ve entered my username and password into the app but it’s not working.
When logging into the mobile app for the first time, you’ll need to create a new account. Your account with the mobile app is separate from the accounts you have with clinics you visit (but don’t worry, you can link your clinic accounts to the app once you’ve logged in).
If you’ve used the mobile app before and have already created a separate password, make sure you’re using that password and not the one for a clinic you visit.
If you’ve ended up on the screen below and haven’t yet created an account for the mobile app, click the blue text that reads Create an account to set up your mobile app password.
I’ve forgotten my username or password for the app
No worries. You can click the Forgot password? link to reset your password for the mobile app.
Have you logged into the app and are now trying to link a clinic? If you’ve forgotten your clinic password, you’ll need to reset it outside of the app. You can do this by opening your web browser, heading to your clinic’s online booking page, and clicking the Forgot your password button when signing in.
For more details on linking your clinics to the app, check out our patient guide.
Is my password for the mobile app the same as my password for one of the clinics I visit?
Good question! Your login for the mobile app is separate from your login info for any of the clinics you visit.
Technically, you can set up your mobile app login using the same password that you use for a clinic, but for security purposes, we’d strongly recommend using a unique password when you create your account for the mobile app.