Troubleshoot Staff Login Issues

If you cannot sign in to your account, there are several common causes that can usually be resolved quickly. This article explains how to troubleshoot login issues and restore access to your account.

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Before you Troubleshoot

We recommend contacting an Administrator or Organization Administrator within your practice before you begin troubleshooting.

Administrators can:

• Verify your practice login URL
• Confirm the email address on your staff profile
• Update the email address on your staff profile
• Reset your password
• Confirm your staff profile is active
• Review your assigned permissions

Organization Administrators can also:

• Review the Login Audit Report to identify the email address used during login attempts

Before troubleshooting, gather the following information:

• Staff member name
• Practice name
• Email address used during login
• Any error messages displayed during login

Verify Your Login URL

Each practice has a unique login URL. If you are unsure which login page to use, contact an Administrator or Organization Administrator within your practice.

Common issues include:

• Using an outdated bookmark
• Accessing another practice's login page
• Entering the URL incorrectly
• Attempting to sign in through the wrong login page

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Verify Your Email Address

You must sign in using the email address associated with your staff profile.

If you are unsure which email address is associated with your account, contact an Administrator or Organization Administrator. They can verify and update the email address on your staff profile if needed.

Common issues include:

• Using an outdated email address
• Typing the email address incorrectly
• Using a shared email address
• Signing in with an email address associated with a different staff profile

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Request a Password Reset

If you know the correct email address for your account, request a password reset.

To reset your password:

1. Navigate to your practice's login page.
2. Click Forgot Password.
3. Enter the email address associated with your staff profile.
4. Follow the instructions in the password reset email.

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Troubleshoot Password Reset Emails

If you do not receive the password reset email:

1. Verify that you entered the correct email address.
2. Check your Spam folder.
3. Check your Junk folder.
4. Review any email filtering or quarantine services used by your organization.
5. Submit another password reset request.

If you still do not receive the email, contact an Administrator or Organization Administrator. They may be able to verify your email address or reset your password.

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Wait for a Temporary Account Lockout to End

For security purposes, repeated unsuccessful login attempts may temporarily lock your account.

If your account becomes locked:

1. Wait approximately five to 15 minutes.
2. Try signing in again.
3. Request a password reset if needed.

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Check Browser Auto-Fill & Password Managers

Saved credentials may be outdated or associated with a different account.

Try the following:

• Manually enter your email address
• Manually enter your password
• Temporarily disable browser auto-fill
• Remove and re-save stored credentials
• Use a private or incognito browser window

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Administrator Troubleshooting

Verify the Email Address on a Staff Profile

To verify a staff member’s email address:

1. Navigate to Staff.
2. Select the staff member.
3. Click Details.
4. Review the email address on the profile.

The staff member must use the exact email address listed on their profile when signing in.

Update a Staff Member’s Email Address

To update an email address:

1. Navigate to Staff.
2. Select the staff member.
3. Click Details.
4. Update the email address.
5. Click Save.

The staff member must use the updated email address for future login attempts.

Reset a Staff Member’s Password

To reset a password:

1. Navigate to Staff.
2. Select the staff member.
3. Click Details.
4. Enter a new password.
5. Click Save.

Resetting a password may be helpful when:

• A password reset email cannot be received.
• The staff member no longer has access to the email account on file.
• Immediate access is required.

Review Staff Permissions

To review permissions:

1. Navigate to Staff.
2. Select the staff member.
3. Click Permissions.
4. Review the assigned permissions.

Confirm the permissions match the staff member’s role.

Confirm the Staff Profile is Active

To confirm a profile is active:

1. Navigate to Staff.
2. Select the staff member.
3. Verify the profile is active.

If the profile is inactive, it must be reactivated before the staff member can sign in.

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Organization Administrator Troubleshooting

Review the Login Audit

The Login Audit can help determine whether a staff member is using the correct email address when signing in.

To access the Login Audit:

1. Navigate to Organization.
2. Select Activities.
3. Click Login Audit.

The Login Audit can help identify:

• The email address used during login attempts
• Whether a staff member is signing in to the wrong account
• When login attempts occurred
• Whether login activity matches the email address on the staff profile

Example

A staff member may report missing permissions or an inability to access specific features. In some cases, the permissions are configured correctly, but the staff member is signing in with an email address associated with a different staff profile.

Reviewing the Login Audit can help confirm which email address is being used during sign-in attempts.

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Still Need Help?

If you have:

• Verified the correct practice login URL
• Verified the correct email address
• Requested a password reset
• Confirmed the account is active
• Confirmed permissions are configured correctly
• Verified browser auto-fill is not causing issues

and you still cannot sign in, contact an Administrator or Organization Administrator.

If no Administrator is available, contact Support and provide:

• Practice name
• Staff member name
• Email address used during login
• Any error messages displayed during login

Providing this information will help Support investigate the issue more efficiently.