When something isn't working

I can't sign in, or I've forgotten my password

Use Forgot password? on the sign-in page. If the reset email doesn't arrive, check spam before trying again.

My password works but the account won't open

New accounts are reviewed by a person before they're switched on. If you signed up recently you may still be waiting — the review is usually done within a day, and you'll get an email when it's ready.

Nothing recognises my email address

Check you're using the address you registered with. A personal and a work address are easy to mix up, and an account exists under one of them, not both.

I picked the wrong account type at signup

There's no setting to change it — only an administrator can. The clearest symptom is a patient account that can't ask anyone for access. Contact support to have it corrected, or ask the person you're helping to invite you instead, which works whatever your account type is.

The invitation link says expired, invalid, or already accepted

Each of those means something different and each has its own fix — including the one where the link was simply reissued and you're holding the old email.

Accepting was refused because of a limit on records

Your account is already holding as many care records as its plan allows — most often because it was created as a patient account, which comes with a record of its own.

I can't find the option to request access to someone

Requesting access is a helper feature. If your account is a patient account, that panel isn't shown to you at all — its absence is the answer.

Someone's record has disappeared from my list

Access can be withdrawn at any time by whoever owns the record, and it leaves your patient selector when it is. A fresh invitation won't restore it once you have an account — they need to grant it again from their care team.

The portal connection failed, or ended on an “OAuth2 Error” page

That page is usually your health system's, not ours — which means it's about the connection at their end rather than your password.

It connected, but no records came across

Some categories simply aren't sent by every health system, a first import can take a little while, and hitting your monthly record limit stops one before it starts. The guide covers what to expect and what to do when it stays empty.

It says “Importing…”, or “Import failed”

Imports run in the background, so a large record can sit on “Importing…” for a few minutes whether or not you stay on the page. “Import failed” means the sign-in worked but the transfer didn't — Re-sync is the fix.

Coming back from the portal, it wouldn't confirm the connection

The confirmation step is single-use and short-lived, so it can expire even when the connection itself worked. Check your Connected list before reconnecting — the portal is often already there.

A portal that used to work has stopped updating

Portal connections don't last forever — when one lapses it needs re-authorising by the person whose portal it is, which a caregiver can't do on their behalf.

I can see summaries but not the original documents

That's an access level rather than a fault. Advocate and viewer levels deliberately show the care picture without the uploaded records behind it.

I can't export a Care Plan

A care-plan export needs both export rights and access to the original documents, because the plan carries record text inside it. Advocates and viewers can't export for that reason.

I'm not sure which export I want

One care plan to take to an appointment is a different thing from a copy of everything your account holds.

A reaction note I wrote has gone

Reaction notes are kept only while that medication is marked Tried. Changing its status doesn't retain the note, so copy anything you need first.

I can't change a medication's status

Setting a status counts as adding to the record, so it needs the same permission as adding one. Advocates and viewers can read the list but not change it.