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What To Do When Your Patients Have Trouble Logging In

Log-in problems are among the most common issues patients report. This guide helps you work through them with a patient, resolve what you can from the Staff Portal, and know what to gather if you need to escalate to Wellifiy support.

📍 Start With the Basics

Most log-in problems come down to the email address or a forgotten password. Before anything else, confirm:

  • The patient is using the exact email address their account was created with. A typo, or a different email (work versus personal), is a common cause. You can check the address on file in the email field on the patient's profile in the Staff Portal.
  • The email and password are both case sensitive and must match exactly what was set when the account was created. This is a security measure. It most often trips people up on the email: a phone keyboard that auto-capitalises the first letter will block the log-in, even though the address looks right.
  • They're logging in to the right place: the Patient App on mobile, or the Patient Web Portal in a browser.

✅ Verifying an Unverified Patient

If a patient starts creating their account but doesn't enter the verification code sent to their email, their account stays in an Unverified state and they can't log in yet.

A Team Member with Patient Management permissions can resolve this:

  1. Go to Patient Management → Unverified Patients.
  2. Find the patient in the list.
  3. Select Verify to complete their account setup. They can then log in with the password they created during account creation.

To remove an unverified account instead, select Delete. Unverified patients are also auto-deleted after 24 hours, which lets the patient start account creation again later.

🗄️ Check Whether the Patient Is Archived

An archived patient can't log in. If the account isn't unverified and the credentials check out, confirm the patient hasn't been archived before spending time on a password reset — archived patients appear under Patient Management → Archived Patients, where you can Unarchive them to restore access. See Archiving and Unarchiving Patients.

🖥️ Check Whether the Patient Is Inadvertently Attempting to Log In to the Staff Portal

If a patient can log in via their mobile app but reports an issue when attempting to log in via the web portal, the likely explanation is that they are attempting to log in to the staff portal instead of the patient web portal.

In that case the best next step is to re-direct them to the patient web portal URL for your organisation.

🔑 Resetting a Forgotten Password

If the patient has the right email but still can't get in, a password reset is usually the fix. Walk them through it:

  1. On the Log In screen, select Forgot Password. This opens the Reset Password screen.
  2. Enter the account email. The system checks whether it matches an existing account.
  3. If it matches, the patient is prompted to enter a new password.
  4. A verification code is sent to the account email.
  5. The patient enters the code on the verification code screen.
  6. Once the code is accepted, the password is reset and they can log in with the new password.

📨 Resending an Invitation

If the patient never received their original invitation, or can't recover their password, a Team Member can resend the patient's Invitation Email by going to their Patient Profile widget and clicking Send Invitation (and an SMS in supported regions). The invitation contains a system-generated password.

The patient then enters their email on the Log In screen and copies the system-generated password across from the invitation to log in.

📧 Email and Verification Code Problems

This applies to verification codes, password reset codes, and invitation emails.

If an email or code hasn't arrived:

  • Ask the patient to check their spam or junk folder.
  • Confirm it was sent to the correct address (see the basics above).
  • Wait a few minutes before re-sending, as delivery can be delayed.

Verification codes expire after 15 minutes. If a code no longer works, have the patient request a new one or restart the flow rather than re-entering the expired code.

💻 Isolating an App Issue From an Account Issue

If log-in fails on the mobile app, have the patient try the Patient Web Portal in a browser (Chrome, latest version) with the same email and password.

  • If they can log in on the Patient Web Portal, the account is fine and the problem is with the app. Have them update or reinstall the Patient App, and they can keep using the Patient Web Portal in the meantime.
  • If they can't log in on either, the problem is with the account or credentials, so work through the checks above.

📋 When to Escalate to Wellifiy Support

If you've worked through the above and the patient still can't log in, contact the Wellifiy support team (support@wellifiy.com) and include:

  • The email address the patient is logging in with
  • Whether they're on the Patient App (with device and OS) or the Patient Web Portal (with browser)
  • Whether a verification, reset, or invitation email was received
  • Any error message shown when logging in (a screenshot helps)
  • What you've already tried

Next step:
➡️ For device, crash, and other app problems beyond logging in, see the Patient Mobile App & Web Portal Troubleshooting Tips article.