If you're having trouble logging into your Healthy Cities account, please review these common issues you may be facing and follow the recommend solutions to resolve your issue.
Issue 1: I'm getting an "Invalid login credentials" error.
Solutions for "Invalid login credentials" error
If you're receiving an Invalid login credentials error like the one above when trying to log into Healthy Cities, please review the scenarios below to help:
I can't remember the password I used. How can I regain access to my account?
Please follow the steps in this article to reset your password.
I can't remember the email address I used. How can I regain access to my account?
Double-check the email address you're entering for any typos or extra spaces you may have accidentally entered. We recommend manually typing in your email address rather than using a pre-filled address to confirm you're entering your email address correctly.
Try any other possible emails you might have used to create your account. For example, you may have used your personal email even though you thought you'd signed up with your work email address.
If you're still unable to log in after following steps 1 and 2, please contact the Healthy Cities support team for help. Please include your name, any email addresses you might have used for your Healthy Cities account, and the name of the organization you signed up with so that we can assist you promptly with your request.
Issue 2: I'm not receiving a verification code to reset my password.
Solutions for receiving a verification code
If you’re not receiving a verification code, please follow these steps:
Double-check the email address you're entering for any typos or extra spaces you may have accidentally entered. We recommend manually typing in your email address rather than using a pre-filled address to confirm you're entering your email address correctly.*
Check your Junk or Spam folder to ensure the email didn’t end up there. The email should be sent from no-reply@bupahealthycities.com and titled “Your Healthy Cities Verification Code.”
Try resending a new code to your email address to see if your second attempt comes through. Please do not request more than 1-2 additional codes or your account may temporarily become blocked from requesting verification codes.
If you've double-checked your inbox and Junk/Spam folder, tried resending a code, and are still having issues, please contact the Healthy Cities support team for help. Please include your name, the email address associated with your Healthy Cities account, and the name of the organization you signed up with so that we can assist you promptly with your request.
*If you enter an email address here that is not in our system, you will not receive an email, even if the message indicates an email has been sent. Please be sure to try any possible emails during this step.
Issue 3: I'm getting a "Verification code is incorrect" error.
Solutions for "Verification code is incorrect" error
If you're receiving a Verification code is incorrect error like the one above when trying to log into Healthy Cities, please double-check to confirm you've correctly entered the most recent verification code you received, as all previous codes will no longer be valid. Please also note that verification codes expire after 24 hours, so you may need to resend yourself a new code if it’s been more than 24 hours.
Questions?
If you have any questions or need more help, please reach out to Healthy Cities support for assistance. Please include your name, your Healthy Cities nickname, and the name of the organization you signed up with so that we can assist you promptly with your request.