Help, my patient/client says s/he can't log in

We're happy to work with clinicians, or to reach out to patients/clients directly - let us know if you'd like the latter.

We recommend the patient/client should follow these steps:

1. The patient/client will have to click "Forgot Password."(https://app.luminello.com/auth/forgot_password).

2. This will redirect them to the "Forgot Password" screen. Then the patient/client will enter her/his user name (note: this may be different than her/his email - this is a common oversight by users) and will click on the "Submit" button.

3. To reset their password, patients/clients need to click on the link in the email. 

4. After that, the patient/client will be redirected to the "Update Password" screen. Now a patient/client will need to only enter his/her new password.

This helps in the vast majority of cases. If it doesn't, please contact us with their chart ID and we'll investigate further!

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