Client Never Activated their Account
There are a few actions that will trigger an activation email being sent to a client. First, they should receive the email when you manually add their profile to Ruh Care and send the activation email. Second, they can receive an activation email if they book an appointment through our website.
If a client cannot sign into their account, be sure that clients have clicked on the activation link to create their Ruh Care account. Some clients may believe that simply booking an appointment will create an account, but this is not the case.
Client is Missing The Activation Email or The Link Has Expired
If your clients do not see the activation email in their inbox, or this link has expired, they should:
Check their spam/promotions folder OR
Reset your password to trigger an email to your inbox OR
Check other email address inboxes that they have, to confirm that they are in the email inbox that they gave to you OR
Email you directly, to request that you resend their invite link
Note: If clients are using a work-related or university email address, sometimes restrictions and privacy settings will prevent Ruh Care emails from reaching their inboxes.
Email or Password is Incorrect
Email address: If a client would like to change the email address that they use to log into Ruh, they will need to reach out to you. You can change the email address they use to log in, as clients are not able to do this directly.
Password: Clients can reset their password from the login portal.
Email is Already in Use
As the provider, verify that there are no client accounts with that email already in use.
In some cases, providers may also need to sign up for a client account. At the moment, they have to use a different email than the one they use to log into their provider account.
Pages are Lagging or Not Loading
We recommend ensuring that your client’s computer has sufficient memory to operate Ruh Care. If they are experiencing any lagging in page loading, we recommend closing any unnecessary tabs and applications that may be taking internal server space on their computer, and possibly even restarting their computer / mobile device to force a close on programs that may be running in the background.