I’m having problems setting a new password

If you received the password reset instructions via email or SMS text message but weren't able to set a new password and log in, it could be due to one of the reasons below.

 

Has it been more than 30 minutes since you requested to reset your password?

Because your account contains health information, the temporary password expires after 30 minutes. The security of your information, which is covered by HIPAA, is of the utmost importance to us, and we made the decision to prioritize security over convenience. We truly apologize for any inconvenience caused. If your temporary password has expired, please reset your password again.

 

Did you enter the temporary password exactly as it appears?

Because the temporary password needs to be entered into the Hello Heart app exactly as it is sent via email or text message, we recommend copying and pasting the text to ensure it is correct.

 

Did you try to reset your password multiple times?

Each time that you click the "Reset password" button, you will be sent an email or text message. If you clicked the "Reset password" multiple times, please make sure that you are using the temporary password from the most recent email or text message.

 

Are you unable to set a new password?

To ensure the security of your account, passwords must meet the following requirements:

  • 8 or more characters
  • 1 or more UPPER CASE letters
  • 1 or more lower case letters
  • 1 or more special characters (! @ # etc)

You will be asked to enter your password twice to confirm your selection. If you see a grey check mark instead of a green check mark, it means the passwords you entered don't match. Please make sure you enter the same password in the "Your new password" and "Confirm your new password" text fields. An easy way to check this is by tapping on the "eye" icon on the right hand side of the field. This will show what you have entered into each field to ensure it matches.

 

Other login issues

If you didn't receive a password reset email, please click here.

If you're having other issues logging in, please click here.

 

Still need help? Reach out to us by clicking the “Contact Support” button below and including the following details:

  • Company/Organization:

  • First name (as listed on insurance card):

  • Last name (as listed on insurance card):

  • Date of Birth:

  • Employee/Member ID:

  • Details about the problem you're experiencing: 

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