Why can't my patient log in/sign up?

If one of your patients is having trouble either signing up or logging in, there are some troubleshooting steps you can go through:

  1. What is the error message they're seeing, if any? e.g.:
    • Invalid email or password - this means the email address or password they're trying to enter is not what we have on file. 
      • Check with them that they're using the same email address as the one in your clinic's records. The email address in the clinic's record and the one used to log in to Salve must be the same.
      • If they can't remember their password, ask them to reset it via the app (the 'Forgotten your password?' link on the login screen).
    • Multiple email addresses - this occurs when a patient and their partner both have the same email address in their individual clinic records. Patient and partner must have separate, unique email addresses to be able to use Salve. If this is the error they're getting, ask them to provide a different email address for one of them, update that person's record in the EMR, then ask them to try again.
  2. Check the patient's record in the EMR
    • Are their email address, date of birth and mobile phone number correct? e.g. you may have patient@googlemail.com in their patient record, but they've tried signing up with patient@gmail.com
    • If the patient has a partner linked to their patient record, are their email addresses separate and unique? Patient and partner cannot use the same email address. They will not be able to sign up or log in if this is the case.
  3. Is the patient using the latest version of Salve?
    1. Ask them to check the App Store (iPhones/iPads) or Google Play Store (Android) for any available updates.
    2. If they are already using the latest version or updating doesn't help, ask them to delete the app and then re-download it. Sometimes it helps to have a fresh start.

If the above three steps don't help, please send us an email at hello@salveapp.co.uk. In your message, please give us the patient's name, their patient ID and a description of the problem. That will help us get to the bottom of it more quickly.

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