24.2.3. User Login Troubleshooting
Troubleshooting User Setup & Existing Logins
New User Setup Issues
"I added a new user but they did not get an email from Clinic HQ."
If this occurs, please use the following suggestions:
- Double-check with the person that the email spelling is correct and that there are no typos in HQ. This is the most common reason an email is not delivered successfully. If misspelled, delete the user and try again. Do not edit and update the existing user spelling.
- Please ask the person to check their spam folder.
- If after setting the user up again, they still do not receive the email invite to create a password, please ask them to go to the Clinic HQ login screen and request a password reset. From the HQ Login page, click "Click here to get help." Enter the email address of the user for a recovery link to be sent to. Once logged in, the user can go to Profile > Change Password.
#_ If the password reset didn't come through, please delete the user and try adding them again. To delete a user, go to Users > Edit the user. Change the Status to Deleted. Then Save. Create the new user again.
Existing User Cannot Log In
The user should request a password recovery email from the HQ login page. Here is the direct link to that page: https://id.clinichq.com/Account/ForgotPassword
"An existing user has requested a password recovery email but it was not received. They cannot log in to HQ."
- First, check the status of the user. Their status should be "Active" in order to log in and receive a password reset request.
- If the user's status is active, ask the user to double-check their spam folder for the password reset email.
- If Active and the password reset didn't come through, please delete the user and try adding them again.
New User does not have access to right areas of HQ:
Commonly, this issue is one of two things. First, check that the user role assigned matches the right user and that that role has the correct permissions enabled. If permission settings were updated, the user will need to log out and back in for the change to take effect.
If this doesn't work, try deleting and resetting the user up. Sometimes a user login can get "stuck" and needs to be recreated to resolve the issue.
User's email already exists elsewhere in HQ:
The user will need to have their email deleted (not just disabled) from their previous clinic or a new email will need to be used.
Server issue or 404 not found:
Usually this occurs due to the browser's cache or a broken link. Follow our guide on clearing Google Chrome's cache HERE . Check the link the user is trying to access HQ from. If it is a saved bookmark, ensure the website is https://clinichq.com/
To check if HQ is experiencing actual downtime, go to our status page here.