1. Help Center
  2. Registration Staff

The patient cannot login because it says: “We couldn't find a record with these details”.

The patient must enter their last name exactly as they are registered in the system.

The patient will need to enter their last name into the app exactly as it appears in the registration system. If they continue to have issues, you can do the following:

  1. Validate that the patient's last name is correctly entered into the registration system.
  2. If a correction needs to be made, please give the system time to update the patient app. About 5 minutes should suffice.
  3. Ensure that the patient is entering their last name exactly as they have provided for registration.

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