Q: I forgot my password. How can I reset it?
A: You can simply login via your mobile number, if you have forgotten this number we suggest the following
Try asking a friend, family member or neighbour who might have it saved.
Q: I’m having trouble with video or audio during my session. What should I do?
A: Ensure your microphone and camera are enabled for the app or browser. Also, check your internet connection. If the issue persists, let me know so we can help troubleshoot.
Q: The Patient Portal isn’t working. How can I fix it?
A: Try reloading the Patient Portal, checking Internet Connect and making sure the correct URL has been input.
Q: What if my internet disconnects during a session?
A: If your session disconnects, try reconnecting using the same link. If the problem persists, contact us to reschedule your appointment without extra charges.
Q: I’m unable to log into my account. What should I do?
A: First, double-check that your Mobile Number is entered correctly. If the issue persists, try resetting your browser or clearing your browser cache. If you still can’t log in, contact hello@rumen.com.au for assistance.
Q: My portal is not loading or is stuck on a loading screen. What should I do?
A: Try the following troubleshooting steps:
Refresh the page or restart your browser.
Clear your cache and cookies.
Try a different browser or device.
If the problem continues, contact support at hello@rumen.com.au.
Q: How do I update my personal or health information in the portal?
A: You can update your details by logging into the client portal, navigating to the "Live Chat" request a Personal/health information update, and a team member can help assist you.
Q: I’m not receiving email notifications for appointments or updates. How do I fix this?
A: Ensure that your email notifications are enabled in your account settings. Also, check your spam/junk folder and add help@rumen.com.au and hello@rumen.com.au to your safe senders list.
Q: How do I change my registered email address in my account?
A: Contact our customer support team through your "Patient Portal" under the "Live Chat" section. request a registered email address change and one of our customer service team will be in touch shortly.
Q: I keep getting an “Access Denied” or “Error 403” message when logging in. What should I do?
A: This could be due to security settings or a firewall blocking access. Try:
Using a different network or disabling VPNs.
Clearing your browser cache.
If the problem persists, contact support through your "Patient Portal" via the "Live Chat" function
Q: How do I delete my account and personal data?
A: If you wish to delete your account, please send a request in your "Patient Portal" via the "Live Chat" function and the next available customer service member will be there to assist.