Skip to content
  • There are no suggestions because the search field is empty.

Team Member unable to log in to the Staff Portal

If a Team Member is unable to log in to the Staff Portal, follow the steps below to identify and resolve the issue.

✅ Step 1: Confirm the correct login URL

Ensure the Team Member is using the correct Staff Portal URL for your clinic. If you are using a white-label portal, the login URL will be specific to your Organisation.

For example:
https://yourorganisation.wellifiy.com

⚠️ Do not use bookmarks Saved bookmarks can sometimes store outdated authentication tokens or redirect URLs. Always manually navigate to your clinic's login URL instead of using a saved bookmark.

✅ Step 2: Check email address and password

  • Ensure the Team Member is entering the correct email address (the one used during account setup).
  • Confirm there are no extra spaces or incorrect capitalisation.
  • Ask them to try manually typing the email and password instead of using browser auto-fill.

✅ Step 3: Use "Forgot Password" link

If the Team Member is receiving a message like "Incorrect email or password":

  1. Click Forgot Password on the login screen.
  2. Enter the email address used for their Staff Portal account.
  3. Follow the reset instructions sent via email.

📩 No email received? Check the spam/junk folder first, then see Step 4 if it still doesn't arrive.

✅ Step 4: If a login or reset email doesn't arrive

Two parts of sign-in rely on an email from Wellifiy: the verification code sent when a Team Member first sets up their account (they enter their email, receive the code, enter it, then create their password), and the password-reset email from Step 3. The verification code is only used during account setup; routine logins use email and password.

If either email isn't arriving:

  • Check the spam or junk folder, and search for messages from kinde.com (Kinde is our authentication provider).
  • If it still doesn't arrive, the Team Member's mail server is most likely greylisting or blocking the messages. Ask your IT team to allowlist (whitelist) these two domains:
    • @kinde.com
    • @wellifiy.com

Once those domains are permitted, the email should be delivered.

💡 Tip: Organisations with strict mail filtering can allowlist these domains ahead of time, so new Team Members aren't blocked when setting up their account.

📩 Using SSO? SSO users sign in through their provider and won't receive these emails. See Step 5.

✅ Step 5: Review Authentication Settings

If your clinic uses SSO (e.g. Microsoft Entra ID / Azure AD):

  • Ensure the Team Member is using the "Sign in with Microsoft" button, not the regular email/password field.
  • If authentication still fails, contact your IT team to verify their Microsoft account permissions.

✅ Step 6: Browser or Device Issues

Ask the Team Member to try:

  • Using an incognito window
  • Clearing their browser cache
  • Trying a different browser or device