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I can't log in to my account

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If you're having trouble logging into your Practice Better account, here are some things you can try.

I'm a Client

Before you can log in, your practitioner must send you an invitation email with instructions on how to activate your account (set up a login/password).

If you have received an invite, please follow the instructions here:
Activating Your Client Account

If you have not received an invitation email, please contact your practitioner directly for assistance. 

If your practitioner has sent you an invitation, check your spam or junk mail folder if the email is not available in your inbox. 

My Client Cannot Log In

Here are a couple of things to try if your client cannot log in to their account.

Verify you have sent your client an invitation to join Practice Better

Go to your My Clients page and locate your client in the list:

mceclip0.png

  • If the caption below your client's name is "Not Invited" it means you have not yet sent them an invitation email to join Practice Better (set up a login/password). Your client cannot log in until they have activated their account.

    Use the following instructions to send your client an invitation to join Practice Better:
    Sending an Invitation to Join Practice Better

  • If the caption below your client's name is "Invited" it means the invitation has been sent to your client but they have not completed the steps to activate their account (set up a login/password).

    Ask your client to locate the invitation email in their inbox and follow the steps to activate their account. You can also resend an invitation if they are unable to locate the invite.

Ask Your Client to Reset Their Password

Your client can try resetting their password if they have previously set up a login.

I'm a practitioner

Check your email address for typos and verify it is currently associated with your Practice Better account. You may have updated your email address at some point after registering for an account.

If you have multiple email addresses going to the same inbox:

  1. Search your inbox for the most recent email from Practice Better (notifications@practicebetter.io) 
  2. The footer of the email will include the email address associated with your account:

    mceclip0.png

Log In Error Codes

If you receive an error code upon sign-in, please refer to the guide below for next steps:

Error: 3001

This error indicates that an invalid password was provided. If you would like to request a password reset, please follow the instructions here:
Resetting your password

Error: 3002

If you receive this error, please contact our support team for more information.

Error: 3003

We are unable to find an account associated with your email address.

I'm a client

Your practitioner must first send you an invitation email to activate your account. If your practitioner has not sent you an invitation email, please contact them directly for assistance.

If you have received an invitation, follow these instructions to activate your account:
Activating Your Client Account

I'm a practitioner

Check your email address for typos and verify it is currently associated with your Practice Better account. You may have updated your email address at some point after registering for an account.

If you have multiple email addresses going to the same inbox:

  1. Search your inbox for the most recent email from Practice Better (notifications@practicebetter.io)
  2. The footer of the email will include the email address associated with your account:

    mceclip0.png

Error: 3004

This error indicates that your practitioner account is not active. This may be due to one of the following issues:

  • Your subscription is past due. Check your inbox for a "Subscription Payment Failed" email from Practice Better which will include a link to pay your invoice. Your account will be automatically reactivated after the invoice is paid.
  • Your account is on hold. Please contact our support team for assistance.
  • Your account is scheduled for deletion. Please contact our support team for assistance.

Error: 3005

Your account has been locked due to multiple unsuccessful login attempts. Reset your password on the same device you are currently locked out of.

For example, if your account is locked on your PC, you will need to reset your password on your PC and not on your mobile device.

Error: 3104

Your client account is not active. You will receive this error if you previously requested your account to be deleted from the system.

Error: 4001

The login credentials for your client account are correct, however, your practitioner has changed the status of your account. Please contact your practitioner directly for more information.

Error: 5001

The status of your practitioner/admin account has changed. Please contact your team owner directly for more information.

Error: 7003

The Google account used for the Google Sign In option is not currently linked to an account. You must first sign in with your Practice Better email/password to link a Google Sign In to your account. Learn more about setting up Google Sign In here:
Using Google Account Sign In

Error: -1

This indicates an internet/connectivity issue on your device. Your sign-in request may have timed out or failed because of a network-related issue. If you're using WiFi, please try logging in via data instead. If you are using data, please try WiFi instead. Alternatively, you can try logging in using another device.

Error: -2

Your log-in credentials for your account are correct. Please check your browser or device settings to ensure cookies are enabled. Alternatively, you can try logging in using another device.

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