Troubleshooting Login Issues
If you’ve been logged out of the app and need help getting back in, don’t worry - we’re here to guide you! Follow these simple steps to log back into your account.
Note: If you are experiencing being logged out of your account multiple times, please contact our Support team at support@hypercare.com or 1 (877) 379-3533
Step #1: Delete and Redownload the App
- To ensure you’re working with the latest version of the app, delete and download it again from the App Store (for iPhone users) or Google Play (for android users)
- Open the app and click LOGIN
Step #2: Enter your Email or Username
- While on the Login page, make sure that the Current Region is set to your region (whether US or Canada)
- Then type in the email address or username you use for your account and press NEXT. After entering your email or username, the next screen you see will depend on how your account is set up - see Step #3A or Step #3B below.
Note: If you used your username to log in successfully to your account, please check your profile and ensure you have a valid email address added to your account. This ensures you will always have access to that account.
Not sure what email or username to use?
Please contact our Support team at support@hypercare.com or 1 (877) 379-3533
Step #3A: See the “Welcome Back” - Password Page
- If you simply see the password page, type in your password and click Login.
Can’t remember your password?
Click on the Forgot Password button and follow the steps to reset your password. Once reset, please return to the login page and use your new password to log in.
Step #3B: See your Organization’s Login Page
- If you are redirected to another login page with your organization’s name or logo, then you will need to:
- Enter your organizational email and password (these would be the credentials provided by your organization)
- Follow the prompts and it should bring you back to the Hypercare page.
Can’t remember your password?
We can’t reset this password for you, but your organization’s IT team can. Please contact them directly to help with your login credentials.
Still Can’t Log In?
If you’ve tried the steps above and are still unable to log in, please contact our Support team at support@hypercare.com or 1 (877) 379-3533. When reaching out, provide:
- Your full name.
- The organization you’re trying to log into.
- The email address you’ve been trying to use to log into your account or you think is associated with your account.
We’ll work with you to resolve the issue as quickly as possible.
Logged In But Can’t See Your Organization or Past Chats?
If you’ve successfully logged in but notice that despite previously having been using the app to communicate with others:
- Your organization is missing, or,
- You can’t see your past chats or data,
Please contact our Support team at support@hypercare.com or 1 (877) 379-3533. When reaching out, provide:
- Your full name.
- The email address or username you used that allowed you to log in successfully.
- The organization that you are a part of.
We’ll work with you to resolve the issue as quickly as possible.