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Patient Mobile App & Web Portal Troubleshooting Tips

If a patient is having trouble with the Patient App or the Patient Web Portal — it won't open, a screen is blank, or something isn't showing — most issues clear with a few quick checks. Work through these in order.

🔄 Start Here: Quick Checks

  • Update the Patient App to the latest version from the App Store (iOS) or Google Play (Android).
  • Check the internet connection, and try switching between Wi-Fi and mobile data.
  • If the device is using a VPN, turn it off and try again.
  • Close the app fully and reopen it, or restart the device.
  • On the Patient Web Portal, use Chrome (latest version), which is recommended, and try clearing the browser cache.

📱 Device Requirements

Some issues come down to the device itself. For the Patient App to work properly:

  • The device should be no more than three years old.
  • It must be able to run the latest operating system version (iOS or Android). A device that can't update to the latest OS isn't supported.
  • It needs enough free memory and storage space.

🚫 The App Won't Open or Keeps Crashing

Update the app to the latest version, then restart the device. If it still crashes, uninstall and reinstall the app. Also check the device meets the requirements above, since an old device, an out-of-date OS, or low storage is a common cause. If the problem continues, gather the details below and contact the Wellifiy support team.

💬 Messages or Content Aren't Showing

Update the app and check the internet connection, then confirm the patient is looking in the right place (for example, the correct channel in messaging). If something that should be there is still missing, contact support.

🎥 Video Appointment Issues

Check the connection and make sure the app has camera and microphone permissions.

📅 Trouble Booking an Appointment

Try a different browser or the mobile app, and check the connection. If booking still fails, a Team Member can book the appointment on the patient's behalf.

👥 Missing Booking Options, Content, or Modules

A patient's Patient Group controls what they can access: the providers they can book, the content shared with them, and the app modules available to them. If a patient is missing booking options, content, or modules they should have, check they're in the correct Patient Group, since being placed in the wrong group is a common cause. A patient belongs to one Patient Group at a time, and a Team Member can move them to the right one.

🔑 Can't Sign In

Check that the patient is using the exact email address their account was created with (watch for typos), and ask them to check their spam or junk folder for any verification email.

💻 Workaround: Use the Patient Web Portal

If a problem with the mobile app can't be resolved straight away, the patient can use the Patient Web Portal in a browser (Chrome, latest version) instead. It provides the same features and is a reliable fallback while the app issue is looked into.

📋 What to Share with Support

If the issue persists, contact the Wellifiy support team (support@wellifiy.com) and include:

  • The device make and model
  • The operating system and version (iOS or Android)
  • The app version, or the browser and version if using the Patient Web Portal
  • A description of the issue and what the patient was doing when it happened
  • Any error message (a screenshot helps)
  • When it started, and whether it happens every time
  • Whether it also happens on another device or network