"This account is already linked to a different identity"
You are signing in with a different method than the one you signed up with. HealOS keeps one identity per account: Google, Apple, email and password, or phone. Use the original method. If you no longer have it, contact support and we can merge the identities — tell us the email address and both methods you have tried.
The password reset email never arrives
Three usual causes:
- The account was created with Google, Apple or phone, so it has no password to reset. Use the button you originally signed up with.
- The mail went to spam. Look for mail from auth.healos.ai.
- You used Apple's Hide My Email, so the relay address is not the one you are checking. Contact support.
The SMS code does not arrive
Wait a full minute, confirm the country code, and try Resend. Numbers that block short codes, or a phone on a foreign SIM while roaming, sometimes never receive it — contact support and we will verify you another way.
You can sign in but the practice looks empty
You are probably in a second practice you created by signing up instead of accepting an invitation. Check the practice name in the sidebar. Contact support to be moved into the right one.
A teammate cannot get in at all
Ask them to try a private window (to rule out a stale session), then check whether they are using the method they signed up with. If they still cannot, send us their email address and the exact message they see, including anything after "code:" — it points us at the cause immediately.