A step-by-step guide for office staff to help patients resolve common scheduling app situations by clearing the app's cache and walking through re-registering.
✨ When You Need This Guide
This guide is your go-to resource when a patient calls or comes in with trouble using the Scheduling App. Use this guide to answer questions like:
"A patient can't sign up for or log in to the app."
"How can I reset a patient's app?"
"The app isn't showing a patient's future appointments correctly."
"How do I 'reregister' a patient's app?"
Why These Scenarios Happen
Most of these Scheduling app scenarios trace back to three areas. The first is login access, where a patient may forget or have changed their password. The second is an account setup conflict, like when two patients are registered with the same information. Finally, the patient's phone can store outdated device data (a "cache") that interferes with the app's function. This guide provides solutions for each of these scenarios.
✅ How to Help Your Patient Reset Their App
Follow these steps in order. Clearing the app's cache is a great first step that often resolves these situations.
Step 1: Guide the Patient to Clear the App's Cache and Data
This process has the patient clear the app's "short-term memory" on their phone, which removes old, stuck files. You will need to guide them through these steps.
For an Android Device:
Ask the patient to open Settings on their phone and go to Apps (or Applications).
Have them find and tap on the Scheduling App in their app list.
Instruct them to tap on Storage (or Storage & cache).
Then, have them tap Clear Cache and Clear Data. Ask them to re-open the app and check if it work. This will log them out completely.
After the patient has completed these steps, they can reset their password and attempt signing in again. If they are still having trouble, proceed to Step 2.
For an Apple Device (iPhone/iPad):
Ask the patient to open Settings on their iPhone, then go to General > iPhone Storage.
Have them scroll down, find, and tap on the Scheduling App.
First, instruct them to tap Offload App. After it's done, they should tap Reinstall App. Ask them to check if the app works now.
If that fails, the most complete solution is to have them delete the app entirely and then reinstall it from the App Store. This guarantees a fresh start.
After the patient has completed these steps, they can reset their password and attempt signing in again. If they are still having trouble, proceed to Step 2.
Step 2: The "Fresh Start" - Re-registering the App (If Clearing Cache Fails)
After clearing the app's data or reinstalling, the patient will need to register as if for the first time following the steps below.
Find Your Clinic ID: Before guiding the patient, you will need your office's Clinic ID. You can find this in your Aloha account under Scheduling > Mobile Apps.
Instruct the Patient to Register: Ask the patient to open the app and follow these steps:
Enter the Clinic ID when prompted.
Agree to the terms of service and verify that they are scheduling with the correct clinic.
Enter their information: They will need to fill in their first name, last name, the cell phone number associated with their account, and choose a password.
CRUCIAL: The information they enter must exactly match what is in their patient profile. For example, if they are in your system as "Elizabeth Smith," they must register as "Elizabeth," not "Liz." An inexact match will create a new, empty account.
Select "Request Access Token".
If the Patient Does Not Receive a Token: This almost always means they have previously opted out of text messages. Have the patient text the word START to your office number. After they receive a confirmation text, have them click "Request Access Token" again.
💡 Advanced Troubleshooting Scenarios
If the steps above don't work, the cause may be a specific account setup scenario.
What You Might Notice | Why It's Happening | How to Fix It |
Two patients (e.g., spouses) share a phone number, and one can't log in or sees the other's info. | The app uses the phone number as a unique identifier. When two contacts share a phone number. the system links the app to only one person, causing a conflict. | Have one patient sign up as the main person on the account. Then have them add the other as a Dependent. They will use the same username and password to log into the app. |
A patient says they are not receiving the verification code text. | The patient may have previously replied "STOP" to a message from your office or may be opted out of texting. | Have the patient text the word START to your office's number. Then, try the Reregister Scheduling App process again. |
A patient can log in, but can't see their future appointments. | This most often happens when a patient registers with contact info (e.g., Tom Smith) that is slightly different from what's in their profile (Thomas Smith). | Have the patient clear the app data (Step 1) and re-register (Step 2) using the exact information from their profile. |
🎉 You'll Know It's Working When:
The patient successfully logs into the app.
The patient can see all of their correct upcoming appointments.
The patient is able to successfully schedule a new appointment through the app.
💬 Need Help? We're Here!
If you've walked through these steps and still need assistance witha patient's app, please contact our support team for advanced assistance. Contact us at 800-563-0469 or support@getaloha.com.
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