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!