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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 organization.

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Saved bookmarks can sometimes store outdated authentication tokens or redirect URLs.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? Have them check their spam/junk folder.

✅ Step 4: 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 5: Browser or Device Issues

  • Ask the Team Member to try:

    • Using an incognito window

    • Clearing their browser cache

    • Trying a different browser or device