Log in and reset your password

You log in with the email address you registered with and your password. A phone number never logs anyone in. If you've forgotten your password, use Forgot Password: a 5-digit code is emailed to you, and you set a new password.

"These credentials do not match our records."

This one message covers more than one cause. For a therapist it usually means one of two things:

• The password is wrong. Use Forgot Password.
• You're entering a different email from the one on your account. Try the address your Mytherapist.ng emails arrive at.

Being Pending, Declined or Suspended doesn't stop you logging in. Only a disabled account does, and that shows a different message: "This therapist account has been permanently disabled." See My account is suspended or disabled.

Reset your password

1. Tap Forgot Password and enter your email address.
2. Look for a 5-digit code in your email, not a link. It expires in about 5 minutes, so enter it as soon as it lands.
3. Set a new password of at least 8 characters.

Things to know:

• "OTP sent to your email" shows even when the address isn't on any account. If no code arrives, check spam, then make sure you entered the email you registered with.
• Too many wrong codes locks the reset for a while: "Too many failed attempts. Try again later." Wait, then try again.
• Occasionally the reset email may contain a new temporary password instead of a code. Log in with it, then change it.
• Resetting your password doesn't log out other devices. If you think someone else has access to your account, contact support straight away.

Change your password while logged in

Changing your password from inside the app needs your current password. If the change doesn't save, use Forgot Password instead.

"Session expired"

Logins last a long time, so this usually means you were logged out elsewhere or your access was removed. Log in again. If you can't, and you see the disabled message, see My account is suspended or disabled.

Forgot your app PIN

Use Forgot PIN in the Caregiver App. A 5-digit code is emailed to you. See The Caregiver App and the web dashboard.