This article outlines key tips, common issues, and best practices for supporting patients using the ChiroHD mobile app. It includes guidance on login problems, invite issues, scheduling functionality, and what to expect when contacting ChiroHD support.
1. App Login Is Tied to the Patient Profile Email
The email address in the patient profile is directly tied to their mobile app login.
If you update the email address in ChiroHD, the patient must log in using that new email.
Changing the email address without informing the patient will result in login issues.
Tip: Always confirm the email address in the profile matches what the patient is using to log in.
2. App Invite Has Not Been Sent
Before a patient can log in to the mobile app:
An app invite must be manually sent from their patient profile.
This is required for HIPAA compliance and must be done individually per patient.- Invitation links expire after one week, so ensure the patient uses the link promptly or resend it if necessary.
How to Check:
Navigate to the Patient Profile.
Click on Patient App Setup (only visible to users with mobile app permissions).
If you see the message:
"Invite will be sent to [email address]. Please verify before sending."
This means the patient has not yet been invited.
Action:
Click Send Invite. The patient will receive an email and must:
Open the email on their phone.
Tap on Step 2 to create their account.
3. App Invite Sent, but Patient Has Not Set Up Account
In this case, the invite was sent, but the patient has not completed setup.
How to Identify:
From the Patient App Setup screen, you’ll see:
"This patient has already been sent the app invitation…"
Action:
Ask the patient to check their spam/junk folders.
Click Resend Invite if needed.
Remind the patient to open the email on their phone and complete Step 2 to create their account.
4. Patient Set Up the App but Cannot Log In
If a patient has already created their account but cannot log in:
How to Identify:
The message reads:
"This patient has downloaded and successfully logged into the app."
Troubleshooting Steps:
Confirm they are using the correct email address (must match their profile).
Have them select “Forgot Password” in the app and reset their password.
5. Patient Cannot Schedule or Reschedule in the App
If patients are unable to schedule or reschedule:
Verify that mobile app hours are set up for your office.
Navigate to:
Settings > Initial Setup > Mobile App
Note: This section is only visible to users with mobile app permissions.
Ensure:
Scheduling hours are enabled
Cancel/reschedule rules are defined at the bottom of the screen
Without configured hours, patients will not be able to schedule or reschedule appointments.
6. Additional Support: What to Expect
If login issues persist beyond the three primary scenarios above, please contact ChiroHD Support at [email protected].
When submitting a request, be prepared to provide:
Patient name
Screenshot of the error the patient is receiving
Consent for ChiroHD support to contact the patient directly, if preferred
This allows our team to troubleshoot more efficiently and minimize the workload on your front desk staff.
Summary
Issue | Resolution |
Patient can’t log in | Verify email in profile, confirm invite sent, or reset password |
App invite not received | Send or resend from Patient App Setup |
Patient can’t schedule | Ensure mobile app hours are configured |
Troubleshooting beyond office staff | Contact ChiroHD Support with screenshot and patient name |
For help setting up mobile app permissions or configuring scheduling options, contact ChiroHD support.