This guide is your go-to resource when a patient contacts your clinic with trouble accessing or using the Scheduling App. Use this guide to walk patients through clearing app data, logging in, and addressing common setup conflicts so they can manage their appointments smoothly.
Prerequisites
An active patient profile in your clinic's system with accurate contact information.
Your clinic's unique Clinic ID (if you need help finding yours, see How to Locate Your Clinic ID and Patient Portal URL for Mobile Scheduling).
The patient's mobile device (Android or iOS) with access to phone settings and app stores.
1. Clear the App Cache and Data
Clearing the app's short-term memory files often quickly restores smooth performance and a seamless sign-in experience.
For an Android Device:
Ask the patient to open Settings on their phone.
Go to Apps (or Applications).
Scroll down and tap Scheduling App.
Tap on Storage (or Storage & cache).
Instruct them to tap Clear Cache and then Clear Data.
Note: Clearing data will log the patient out completely.
For an Apple Device (iPhone/iPad):
Ask the patient to open Settings on their iPhone.
Go to General > iPhone Storage.
Have them scroll down, find, and tap on the Scheduling App.
Tap Offload App, then tap Reinstall App.
If offloading does not resolve the issue, have them tap Delete App and download a fresh copy from the App Store.
2. Re-registering the App
If clearing the app cache and data does not resolve the situation, the patient can set up a new registration.
To ensure you are using the latest setup steps, refer to our full registration guide here: How Patients Register for The Scheduling App/Patient Portal.
Key Registration Reminders for Staff
Provide Your Clinic ID: Keep your Clinic ID handy so the patient can enter it when prompted during setup.
Verify Profile Information: Ensure the name and phone number the patient enters match their patient profile in your system exactly (e.g., "Elizabeth" vs "Liz"). A mismatch will create a duplicate empty account.
3. Log In With Face ID or Touch ID
Setting up biometric access enables faster, more secure sign-ins for returning patients.
Guide the patient to log in to the app once using their password to automatically turn on biometric login.
For future access, instruct them to tap Login and confirm using Face ID, Touch ID, or their Android biometric prompt.
Important: Biometrics require one successful password login first. A password login is also required if upgrading from an older version of the app (old biometrics do not carry over) or after logging off via Settings.
Common Questions
How do I fix the error "You must provide a valid phone number"?
How do I fix the error "You must provide a valid phone number"?
Have the patient re-enter their phone number strictly as 10 digits with no spaces, hyphens, or extra characters.
Why does the app show "Invalid username/password combination"?
Why does the app show "Invalid username/password combination"?
Verify that the patient is entering the correct phone number associated with their profile. Have them check their password or tap Forgot Password to reset it.
What should I do if the patient didn't get their access token?
What should I do if the patient didn't get their access token?
Instruct the patient to tap Resend token. If it still doesn't arrive, check if they previously opted out of text messages by having them text START to your office number, then confirm that their phone number and email are correct in your clinic system.
Why won't the biometric prompt appear on the patient's phone?
Why won't the biometric prompt appear on the patient's phone?
Confirm that Face ID or Touch ID is set up in their phone's device settings, then ask them to log in using their password once to activate the prompt.
How do two patients sharing a phone number (e.g., spouses) use the app?
How do two patients sharing a phone number (e.g., spouses) use the app?
Because the app uses phone numbers as unique identifiers, one patient must sign up as the primary account holder and add the second person as a Dependent. Both patients will then log into the app using the same login details.
Why can a patient log in but cannot see their future appointments?
Why can a patient log in but cannot see their future appointments?
This usually happens when the patient registered with contact details that slightly differ from what is in their system profile (e.g., "Tom" instead of "Thomas"). Have them clear the app data and re-register using the exact spelling from their clinic profile.
You'll Know It's Working When:
The patient successfully signs in to the Scheduling App.
All of the patient's upcoming appointments display correctly in the app.
The patient can schedule new appointments through the app.
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Call: (800) 563-0469 | Email: support@getaloha.com