Logging in
I can't log in to my account.
Make sure you are using the mobile number you registered with and the password you chose when you first set up your account. (How do I log in again?)
I've forgotten my password.
You can reset it from the login screen. You will need access to the mobile number or email you registered with. (I have forgotten my password)
My date of birth login isn't working.
Check you are entering your date of birth in the correct format (day, month, year). If you are registered on behalf of someone else, try both your own date of birth and the person you may have registered on behalf of (child, parent, etc.) (Log in using date of birth)
I can't log in and I can't reset my password either.
If both methods are failing, your account details may have changed or your invitation may have been cancelled. Contact us via the chat button and we can investigate. (How to contact Personify Care support)
Passwords and verification codes
I'm not receiving my password reset message.
Check your mobile signal, then check that you're using the correct mobile number. If you receive email notifications, check your spam folder. (I have forgotten my password)
I'm not receiving my verification code.
Wait at least one minute, then tap Resend SMS code. Make sure your phone has signal and the correct number is on file. (Verification codes - not receiving yours or having trouble?)
My verification code isn't working.
Codes expire after 5 minutes so request a new one if too much time has passed. Enter only the 5 digits with no spaces or other characters. (Verification codes - not receiving yours or having trouble?)
Registration
I'm having trouble registering.
Make sure you are opening the link from the original invitation message and that you have a working Internet connection. You can register on a phone, tablet, or computer. (Creating and activating your account)
My registration link isn't working.
The link may have already been used, or a newer invitation may have been sent since. Contact your healthcare provider to request a new one. (My registration link isn't working)
I deleted my invitation message.
Contact your healthcare provider and ask them to resend your invitation to your mobile number or email address.
I tried to register but it says I already have an account.
Go to Personify Care and log in instead. If you've forgotten your password, you can reset it from the login screen. (How do I log in again?)
Can I register on a computer instead of my phone?
Yes. Open Personify Care in any browser on your computer, tablet, or phone and enter your registration link into the URL. (Creating and activating your account)
Proxy and shared accounts
I need to register on behalf of my child or someone else.
Select "On behalf of someone else" at the registration screen. You will enter your own details first, then the patient's details. (How to register on behalf of someone else)
Two of us share the same mobile number - how do we both register?
One person registers first using "For myself", and the second registers using "On behalf of someone else". Decide who goes first before you start. (Sharing a mobile number or email address)
I registered as a proxy but the accounts are the wrong way around.
Contact us via the chat button - we can look into this for you. (How to contact Personify Care support)
Account details
I need to change my name, date of birth, email, or mobile number.
These details can only be updated by your healthcare provider - you cannot change them yourself. Contact your hospital or clinic directly. (Problem with account information)
I changed my mobile number and now I can't get in.
Contact your healthcare provider with your new number and ask them to update your account. Then reach out to us via the chat button if you need further help. (Problem with account information)
Clinical and hospital questions
I want to contact my nurse, doctor, or hospital.
Personify Care support can only help with account and technical issues. For anything related to your care, contact your hospital or clinic directly. If your account has messaging enabled, you can use that to reach your care team. (I need assistance with my care)
I have a question about my gap payment / referral / waitlist.
These are questions for your healthcare provider so please contact your hospital or clinic directly. Personify Care manages the digital platform only and cannot help with clinical or billing queries. (I need assistance with my care)
I'm receiving too many messages.
Messages are sent by your healthcare provider through Personify Care. Contact your hospital or clinic to discuss your communication preferences.
Still need help?
Tap the chat button in the bottom right corner of the screen. Our support team can help with account and access issues.
Please note: our support team can only help with technical and account issues. for anything about your care, please contact your hospital or clinic directly.