Use this article when the app does not let you sign in. Find the message that the app shows, then do the steps.
The care group code is wrong
The first screen asks for the 6-digit code of your care group. Your manager can give you this code.
Speak to your manager for the access code. No care group has this code. Check the code with your manager.
Enter all six digits. Type all six digits, then tap Continue.
If the sign-in screen shows the wrong care group name, tap the change button at the top right (two arrows). Then tap Change and type the correct code.
"Wrong username or password."
The app does not say which one is wrong.
Check that the sign-in screen shows the name of your care group.
Type your username again. Check the spelling.
Type your password again. Tap the eye button to see what you typed.
Tap Sign in.
If it still does not work, ask your manager to set a new password for you. The app has no password reset.
"Too many tries. Try again in 5 minutes."
After many wrong tries, the app stops sign-in for some minutes. The message tells you how long to wait. Wait for that time, then try again with the correct details. If you do not know your password, ask your manager for a new one. Do not try again and again.
Other messages
You're offline. Connect to sign in. Connect the phone to Wi-Fi or mobile data.
Still trying. The connection is slow. Wait. If nothing happens, move to a place with a better connection.
Sign-in is busy. Try again in a minute. Wait one minute, then try again.
Sign-in isn't working right now. Try again soon. Wait some minutes, then try again. If the message stays, contact support.
Your session ended
If the sign-in screen shows Your session ended. Your unsent work is safe., sign in again. Your work that is not sent stays on the phone and sends after you sign in.
Get help
Tap the Help button (the question mark at the top left), then Speak to support. Do not put resident names or health details in the chat. See How to contact support.