Log in with the email address you registered with and your password. Phone numbers and usernames do not log you in. If you see "These credentials do not match our records", check the email first, then reset your password.
Check these first
- The email. Use the exact email you signed up with. Watch for typos, and check whether you registered with a different address.
- The password. It is at least 8 characters. If you are not sure, tap Forgot Password and we will email you a code. See Reset your password.
- Your 2FA code. If you turned on two-factor authentication, login asks for a 4-digit code sent to your email. See Two-factor authentication and your app PIN.
"These credentials do not match our records"
This one message covers several situations:
- The password is wrong.
- The email is not on any account.
- The account has been suspended or blocked.
- The account is scheduled for deletion. Deleting your account locks you out immediately, even though the deletion itself happens 7 days later. See Delete your account.
If you are sure the email is right and a password reset does not get you in, write to us from the contact page using the email on your account, and tell us the exact message you see.
"Session expired"
Logins last a long time, about a year. If you are told your session expired, it usually means you were logged out, for example because you logged out on another device or the account was deleted. Log in again with your email and password.
Forgot your password
Tap Forgot Password on the login screen. You get a one-time code by email (6 digits for users, 5 digits for therapists). It expires in about 5 minutes. See Reset your password.
Therapists
- "This therapist account has been permanently disabled." means your account was disabled, not that your password is wrong. Write to us from the contact page.
- If your application is still under review, you can still log in. Being unapproved only means you are not yet visible to users for bookings.
- A Caregiver App PIN lockout ("Too many failed attempts. Try again later.") is separate from login. Wait 15 minutes and try again.
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More in Account and login
Reset your password
Use Forgot Password to get a one-time code by email, enter it within 5 minutes and set a new password.
2 min readMy verification email didn't arrive or the link expired
Resend the verification email or retry the booking, check spam, and what 'expired or invalid' really means.
1 min readChange your email, phone number or name
Edit your email, phone number or name in your profile settings. Usernames can be changed only once.
1 min readTwo-factor authentication and your app PIN
How the optional 4-digit login code works for users, and the Caregiver App PIN for therapists.
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Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng