Troubleshooting Guide

Troubleshooting Guide

Troubleshooting Guide

Solutions to common HealthForms.io issues. If you don't find your issue, see FAQ or contact support.

Login Issues

Can't Log In

Symptoms:

  • Can't enter HealthForms.io
  • "Invalid Email or Password" error
  • Login page is blank

Solutions:

  1. Check your email address for typos
  2. Check CAPS LOCK is not on
  3. Make sure you're using your correct password
  4. Try resetting your password
  5. Clear browser cache:
    • Press Ctrl+Shift+Delete
    • Select "Cookies and cached images"
    • Click "Clear Data"
    • Refresh the page
  6. Try a different browser (Chrome, Firefox, Safari, Edge)
  7. Check your internet connection
  8. Wait a few minutes and try again

If still not working: Contact support with:

  • Email address you're trying to use
  • Any error messages
  • Browser you're using

Account Locked

Symptoms:

  • "Account Locked" or "Too Many Failed Attempts" message
  • Can't log in even with correct password

Cause: Too many failed login attempts (usually 5+)

Solution:

  1. Wait 30 minutes - Your account unlocks automatically
  2. OR Reset your password immediately:
    • Click "Forgot Password" on login page
    • Follow the reset process
    • Log in with your new password

Prevention:

  • Double-check password before logging in
  • Don't share your password
  • Use a password manager

Account Not Activated

Symptoms:

  • "Please Confirm Your Email" message
  • Can't access HealthForms.io
  • Stuck on confirmation page

Solution:

  1. Check your email inbox for a confirmation message from HealthForms.io
  2. Click the confirmation link in that email
  3. Log in with your email and password
  4. Check spam folder - If you don't see the email, check spam
  5. Request new link - If email is old, request a new confirmation
  6. Wait a few minutes - Email can take 1-5 minutes to arrive

If still not working:

  • Contact support
  • Provide your email address
  • We can resend the confirmation manually

Password Issues

Forgot Password

Symptoms:

  • Can't remember password
  • "Invalid Email or Password" error
  • Need to reset password

Solution: See Password Reset Guide

Quick steps:

  1. Click "Forgot Password" on login page
  2. Enter your email
  3. Check email for reset link (1-2 minutes)
  4. Click the link
  5. Create new password
  6. Log in

Password Reset Email Doesn't Arrive

Symptoms:

  • Clicked "Forgot Password"
  • No email after 5 minutes
  • Email not in inbox or spam

Solutions:

  1. Check spam folder - Look for emails from noreply@healthforms.com
  2. Wait longer - Email sometimes takes 5+ minutes
  3. Try again - Request a new password reset link
  4. Check email address - Make sure you entered correct email
  5. Add to contacts - Add noreply@healthforms.com to your contacts for future emails
  6. Different browser - Try a different browser to request reset

If still not working:

  • Contact support with your email address
  • We can manually reset your password

Password Doesn't Meet Requirements

Symptoms:

  • "Password must contain..." error
  • Can't create new password
  • Password rejected

Password requirements:

  • ✅ At least 8 characters
  • ✅ At least one UPPERCASE letter (A-Z)
  • ✅ At least one lowercase letter (a-z)
  • ✅ At least one number (0-9)
  • ✅ At least one special character (!@#$%^&*)

Solution: Create a password that includes all requirements

Example structure: a long passphrase mixing upper/lowercase, a number, and a symbol — create your own; don't reuse a published example.

Tip: Use a password manager like 1Password or Bitwarden to generate strong passwords

Symptoms:

  • "Invalid or Expired Token" error
  • Link doesn't work
  • Can't set new password

Cause: Reset link expires after 24 hours

Solution:

  1. Go back to login page
  2. Click "Forgot Password" again
  3. Enter your email
  4. Check email for new reset link
  5. Use the fresh link (it's valid for 24 hours)

Two-Factor Authentication (MFA)

2FA Code Doesn't Work

Symptoms:

  • "Invalid Code" error
  • 2FA code rejected
  • Can't log in with correct code

Solutions:

  1. Wait for new code - Codes expire every 30 seconds. Wait a few seconds for a new code.
  2. Check device time - Authenticator apps depend on accurate time:
    • Open phone Settings
    • Check that date and time are correct
    • If wrong, set to automatic update
  3. Check you're reading correct digits - Make sure you're entering the full 6-digit code
  4. No spaces or dashes - Enter the code exactly as shown (no spaces)
  5. Try waiting 1 minute - Sometimes the time sync takes a moment
  6. Use recovery code - If you have backup codes, use one instead

If still not working:

  • Contact support
  • Mention what authenticator app you're using
  • We can help troubleshoot or reset MFA

Lost Phone / Can't Access Authenticator

Symptoms:

  • Lost your phone
  • Phone broken or stolen
  • Can't access authenticator app
  • Can't get 2FA codes

Solution:

  1. Use recovery codes - If you saved backup codes:
    • Use one recovery code (each code works once)
    • You should have ~8 codes from setup
  2. Contact support if you don't have recovery codes:

Prevention:

  • Save backup codes when you set up 2FA
  • Keep them in a password manager or safe place
  • Don't screenshot or email them

Didn't Save Recovery Codes

Symptoms:

  • Can't remember backup codes
  • Lost or deleted backup codes
  • Need backup codes

Solution:

  1. Log into your account (if possible)
  2. Go to Account Settings
  3. Find "Two-Factor Authentication"
  4. Look for "Recovery Codes" or "Backup Codes"
  5. Generate new codes if that option exists
  6. Save them immediately in password manager or safe place

If you can't log in:

MFA Setup Fails

Symptoms:

  • Can't set up 2FA
  • Error during setup
  • "Something went wrong"

Solutions:

  1. Refresh the page and try again
  2. Try a different browser
  3. Make sure you're entering the setup code correctly
  4. Check your internet connection
  5. Try clearing browser cache:
    • Press Ctrl+Shift+Delete
    • Clear cached images and cookies
    • Refresh

If still failing:

  • Contact support
  • Screenshot the error
  • We can help troubleshoot

Email & Notifications

Not Receiving Emails

Symptoms:

  • No confirmation emails
  • No password reset emails
  • No notifications
  • Email not in inbox or spam

Solutions:

  1. Check spam folder - Look for emails from:
    • noreply@healthforms.com
    • healthforms@...
  2. Add to contacts - Add HealthForms.io to your contacts so emails go to inbox
  3. Check email address - Make sure correct email is in Account Settings
  4. Wait longer - Email can take 5+ minutes sometimes
  5. Request again - Try requesting the email again (confirmation, reset, etc.)
  6. Different email - Try using a different email address if you have multiple

If still not receiving:

  1. Try a different email provider (if possible)
  2. Contact your email provider
  3. Contact support: submit a ticket at https://support.healthforms.io

Emails Going to Spam

Symptoms:

  • Emails from HealthForms.io in spam folder
  • Emails keep going to junk
  • Can't find emails

Solution:

  1. Mark as "Not Spam" in your email app:
    • Gmail: Click "Not spam"
    • Outlook: Click "Mark as safe"
    • Apple Mail: Move to inbox
  2. Add sender to contacts:
    • Add noreply@healthforms.com to your contacts
  3. Whitelist domain:
    • Add healthforms.com to your safe senders list

Your email provider:

  • Check your email spam filter settings
  • Some email providers filter aggressively
  • You may need to whitelist the sender

Browser & Technical Issues

Page Not Loading / Blank Page

Symptoms:

  • Page is blank
  • Page won't load
  • Stuck on loading screen
  • Content not displaying

Solutions:

  1. Refresh the page - Press F5 or Ctrl+R
  2. Wait a moment - Page might still be loading
  3. Clear cache:
    • Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
    • Clear "Cookies and cached files"
    • Refresh
  4. Disable extensions - Some browser extensions block content:
    • Disable all extensions temporarily
    • Refresh the page
    • Re-enable extensions one by one
  5. Try different browser - Try Chrome, Firefox, Safari, or Edge
  6. Check internet - Test connection with different website
  7. Wait and try again - Service might be temporarily down

On a phone or tablet? The steps above are written for a computer. See Mobile Phone & Tablet Issues for mobile-specific steps.

If still not loading:

  • Contact support
  • Tell us which page
  • Screenshot the error

Form Input Not Working

Symptoms:

  • Can't type in form fields
  • Buttons not responding
  • Dropdowns not opening
  • Nothing clickable

Solutions:

  1. Refresh page - Press F5 or Ctrl+R
  2. Check internet - Make sure you're connected
  3. Disable extensions - Browser extensions sometimes block forms:
    • Disable all temporarily
    • Try the form again
  4. Clear cache:
    • Ctrl+Shift+Delete
    • Clear all data
    • Refresh
  5. Try different browser - Confirms if it's browser-specific
  6. Try different device - Confirms if it's device-specific
  7. Wait a moment - Page might still be loading

If still not working:

Browser Errors

Symptoms:

  • JavaScript error
  • "Error 404" or "Error 500"
  • Technical error message

Solutions:

  1. Note the error - Write down the exact error message
  2. Refresh page - Might just be temporary
  3. Clear cache - Ctrl+Shift+Delete → Clear all → Refresh
  4. Try different browser - Confirms if it's browser-specific
  5. Contact support - Email the error message

Slow Performance

Symptoms:

  • Pages loading slowly
  • Buttons take time to respond
  • Typing is sluggish
  • General lag

Solutions:

  1. Close other tabs/apps - Free up computer memory
  2. Restart browser - Close and reopen
  3. Restart computer - Full restart helps
  4. Check internet speed - Test at speedtest.net
  5. Disable extensions - Extensions can slow things down
  6. Update browser - Outdated browsers are slower
  7. Clear cache - Can speed up loading

If problem persists:

  • Contact support
  • Check HealthForms.io status page (if available)
  • We may be experiencing high traffic

Compatibility Issues

Symptoms:

  • App doesn't work in my browser
  • Features missing or broken
  • "Unsupported browser" message
  • Older browser

Supported browsers:

  • Chrome 90+
  • Firefox 88+
  • Safari 14+
  • Edge 90+

Solution:

  • Update your browser to the latest version
  • Use a different supported browser
  • Not all old browsers are supported

Mobile Phone & Tablet Issues

Symptoms:

  • Page won't load on your phone or tablet
  • Blank or partially loaded screen on mobile
  • Buttons or signature boxes cut off the edge of the screen
  • Works on a computer but not on your phone

Solutions:

  1. Check the address - Make sure you're going to the correct URL: https://app.healthforms.io/portal
  2. Close and reopen the browser - On a phone, fully close the browser app (don't just switch away from it), then reopen it and try again
  3. Check your connection - Make sure you have a strong Wi-Fi or cellular signal, then refresh the page
  4. Try a different browser - If you're using Safari, try Chrome (or vice versa)
  5. Switch between Wi-Fi and cellular - If one isn't working, try the other
  6. Clear your mobile browser's cache:
    • Safari (iPhone/iPad): Settings → Safari → Clear History and Website Data
    • Chrome (Android/iPhone): tap the ⋮ menu → History → Clear browsing data
  7. Turn off private/incognito mode - Private browsing can block parts of the page
  8. Zoom out if content is cut off - Pinch to zoom out so buttons like "Create" or "Submit" are fully visible
  9. Try a computer or tablet - If the phone still won't cooperate, a laptop or desktop often works

If still not working:

  • Take a screenshot of what you're seeing if you can
  • Contact support with your device model (for example, iPhone 14 or Samsung Galaxy S23) and which browser you're using
  • Submit a ticket at https://support.healthforms.io

Account & Profile Issues

Can't Update Account Information

Symptoms:

  • Changes don't save
  • Error when updating profile
  • Can't change email or phone

Solutions:

  1. Refresh page - Changes might not display until refresh
  2. Try again - Error might be temporary
  3. Clear cache - Ctrl+Shift+Delete → Clear → Refresh
  4. Check permissions - You might not have permission to edit certain fields
  5. Try different browser - Confirms if browser-specific

If still can't update:

  • Contact support with details
  • Tell us what you're trying to change
  • Include any error messages

Email Address Won't Change

Symptoms:

  • Can't update email address
  • Error message when changing email
  • Change not saving

Possible reasons:

  • Email is already in use on another account
  • Email is not valid
  • You don't have permission to change it

Solutions:

  1. Check email format - Should be like user@example.com
  2. Make sure email is unique - Not used on another account
  3. Contact admin - Some organizations lock certain fields
  4. Contact support - If you believe you should be able to change it

Profile Won't Load

Symptoms:

  • Account Settings page blank
  • Profile shows no information
  • Can't see your settings

Solutions:

  1. Refresh page - F5 or Ctrl+R
  2. Clear cache - Ctrl+Shift+Delete → Clear → Refresh
  3. Try different browser - Confirms if browser-specific
  4. Log out and back in - Close browser completely, then log in again
  5. Check internet - Ensure you're connected

If still not loading:

  • Contact support
  • Screenshot the issue

Permission & Access Issues

Access Denied

Symptoms:

  • "Access Denied" or "403 Forbidden" message
  • Can't access a page or feature
  • "Not authorized" error

Possible reasons:

  • Your permission level doesn't allow access
  • Feature requires admin/manager role
  • You were removed from a team/organization

Solutions:

  1. Check with your admin - Ask what permissions you should have
  2. Log out and log back in - Permission changes take time
  3. Try different browser - Clear browser cache
  4. Contact support - If you believe you should have access

Missing Features

Symptoms:

  • Expected button/feature not visible
  • Menu option is missing
  • Can't find a function

Possible reasons:

  • Feature is disabled for your organization
  • Your permission level doesn't allow access
  • You might be looking in the wrong place

Solutions:

  1. Check documentation - See feature guides
  2. Open a support ticket - Check if the feature is available for your account
  3. Check user guide - Browse relevant guides
  4. Contact support - Tell us what feature you're looking for

Contact Support

Before Contacting Support

Have this ready:

  1. What were you doing? - Describe the action
  2. What happened? - Result or error
  3. What did you expect? - What should have happened
  4. Error message - Exact error text if applicable
  5. Browser - What browser and version
  6. Screenshot - Picture of the issue if possible
  7. Steps to reproduce - How to cause the issue

How to Contact Support

Support Portal: https://support.healthforms.io

Include:

  • Your name and email
  • Organization
  • What you were trying to do
  • Error message or screenshot
  • Which app (Portal, Manager, Account Service)

Response time: Usually 2-4 hours (business hours)

Emergency Issues

For critical issues, open a support ticket at https://support.healthforms.io and mark it as urgent.

Still having trouble?

  1. Check FAQ for common questions
  2. Browse the full documentation
  3. Submit a support ticket at https://support.healthforms.io

We're here to help!

See the Glossary of Terms for definitions of terms used in HealthForms.io.