If you are having trouble logging into your App or Provider Dashboard Accounts then you're in the right place and the majority of these issues can easily be resolved quickly without even having to contact us.
REASON #1: " PASSWORD REQUIREMENTS "
Any new or changed password must meet specific password requirements mentioned below or it will not work during login. It is designed with specific characters limits to keep your account as secure.
- 8 Character Length (must be at least 8 characters long such as ********)
- 1 Uppercase Letter (must contain 1 capital letter such as A, B, C, D, etc)
- 1 Lowercase Letter (must contain 1 lower letter such as a, b, c, d, e, etc)
- 1 Special Character (must contain 1 special symbol such as $, &, @, ?, !, etc)
- 1 Number (must contain 1 alphanumeric character such as 1, 2, 3, 4, 5, etc)
- Cannot contain more than 2 consecutive characters of the same type (ie; 111, etc)
- Cannot contain any spaces before, in, or after the password whatsoever
REASON #2: " CASE SENSITIVITY "
When using your password please make sure that you are entering it exactly the same as when you created it as mentioned below because Both the Email & Password are Case Sensitive.
A: Patient created the following:
B: Patient tries to log in using:
So in this situation above, John is not using the correct Cases on his password or email and that is the reason it is not working.
REASON #3: " CAPITALIZATION "
It's important to realize Case Sensitivity as mentioned above in Reason #2 since smartphones are notorious for capitalizing the first letter of some words, especially when used in a full sentence.
For instance, let's say firstname.lastname@example.org is typed into the email field, however, during the process, the smartphone's autocorrection ability capitalizes the 'J' changing it to Johndemo@myemail.com which if in all lower case when created per the first email there above in our system then it would not work.
The same issue applies here if the email address is all capital letters (JOHNDEMO@MYEMAIL.COM) then the result would be the same issue again, therefore, it would not work similarly unless entered that way.
REASON #4: " EXPIRED LINK "
If you are trying to log into your account or create a new password which then displays the message " Password Reset Link has Expired. " then this means you clicked on an older link when you tried to reset your password.
Our system will detect this and send you a new one to click on to help you correct this issue.
NOTE: Currently, you may use the same password as before if you wish though we do not recommend doing this for security reasons.
REASON #5: " WRONG EMAIL "
It's important to pay attention to the email address that was entered upon account creation since many times a common cause of this is often due to entering the wrong email address compared to what's on the account which would be another reason why the login is not working.
REASON #6: " DUPLICATE ACCOUNT "
Our Platform is Case Sensitive as mentioned in one of the reasons above. As a result this may potentially lead to the creation a duplicate account if the person creating it or logging in is not careful. In turn this may cause your patient account to appear to be Incorrect, Missing Data, Blank, Wrong Clinic, Etc, or any other number of reasons with which you should contact us so we can check to resolve it.
Any questions about Password or Email Not Working, contact Support@Coachcare.com.