Common reasons a link might not work:
"You already have an account. Please log in."
This means registration has already been completed using this link. If you have previously registered, go to Personify Care to log in instead. If you don't remember registering, see our “How do I log in again?” article. If you have forgotten your password see our “I have forgotten my password” article.
"This link is invalid."
The link may have been copied or forwarded incorrectly, or part of it may be missing. Links can get cut off in some SMS apps so try tapping the original link, and if that doesn’t work you can try pressing and holding the link to copy it, then paste it into your browser manually. If it is still not working please reach out to our team via the chat button in the bottom right.
Error shows if you are currently logged in to a different account
If you are already logged in to Personify Care and then tap a new invitation link, you may see a message saying: "This link is invalid" whilst an activity list is still showing on the page.
This can happen if:
You have more than one account (e.g. with different healthcare providers)
You shared your phone with someone who is also registered
You were previously logged in and your session is still active
If you want to register using the new link, log out of your current account first by tapping the person icon in the top right and then tapping Log out, then open the invitation link again.
The link was sent a long time ago
If a new invitation has been sent to you since the original one, the old link may no longer work. Use the most recent message in your SMS or email inbox.
No active invitation
Your healthcare provider may have updated or cancelled your invitation before you were able to use it. Contact your healthcare provider and ask them to send a new invitation.
How to get a new invitation link
You cannot generate a new link yourself and your healthcare provider needs to resend the invitation. Contact your hospital or clinic and ask them to resend your registration link to your mobile number or email address.
Troubleshooting tips
Check your internet connection - make sure you have mobile data or Wi-Fi before tapping the link.
Try a different browser - if the link opens but the page won't load, try copying it into a different browser (e.g. Chrome, or Safari, or Firefox).
Make sure cookies are enabled - the platform requires cookies to work. See our “How do I enable cookies?” article if needed.
Frequently asked questions
The link opens but then the page goes blank or shows an error.
This may be a browser or cookie issue. Try clearing your browser cache, enabling cookies, or switching to a different browser.
I tapped the link but it just opens my browser with nothing on the screen.
The link may have been cut off in your SMS app. Press and hold the link in your message, copy it, then paste it into your browser address bar to open it in full.
I used the link before but now I need to register for a new pathway.
You don't need a new link for a new pathway as your healthcare provider will send a fresh invitation for each new pathway. If you haven't received one, contact them directly.
I'm not sure if I've already registered.
Try going to Personify Care and logging in with your mobile number and password. If you can log in, your account is already set up. Also try following the steps in our “How do I log in again?” article.
Still having trouble? Tap the chat button in the bottom right corner of the screen to contact our support team.