My password isn’t working - what can I do?

Please try checking the following:

• Your password is always 3 characters long.
• If your last name contains accents or special characters (for example É, Ç, ß, or apostrophes like D’ANNY), type them exactly as they are.
• If your last name includes a space or multiple parts (for example DE BOURVILLE), start from the very beginning of the last name (including “de”, “van”, etc.). The space is shown as “#” in your password (for example: DE BOURVILLE → DE#).
• If your last name is shorter than 3 letters, add “#” to reach 3 characters (example: LI → LI#)
• If you have multiple last names (for example, maiden and married name), use the one given at registration.

If you still can’t access your space, please contact your healthcare practice so they can confirm which name was used and resend your access link if needed.

Note: if your healthcare practice is in Europe and you have received a printed QR code at your appointment, please check the first name printed on the sheet (usually at the bottom-left).

If the name doesn’t match yours, it’s possible the paper was accidentally swapped or your name mistyped, which would explain why your password isn’t working. In that case, your healthcare practice will need to resend you the correct link (ideally by email).