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"Login, Technical Issues, Notifications, Account Updates, Security"

FAQs

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Written by Mitchell Cross
Updated over 5 months ago

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.


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