This guide helps pharmacy staff resolve common Scrypt Mobile login problems for patients: confirming the username, resetting a forgotten password, and unlocking an account.
A patient can't log in
First, make sure the patient is using the correct username and password. A username is the mobile number or email address the patient used to sign up. It is one or the other, not both.
To find the patient's username in Scrypt HQ:
Search for the patient's profile in Scrypt HQ.
Click the Active button under Mobile Status.
View the username displayed.
A patient forgot their password
Patients can reset their own password from the login screen. On the login screen they tap Forgot Password, enter the email or mobile number they signed up with, and a reset link is sent to that channel. They do not need to enter their name. For the full steps, see Resetting a Forgotten Password on the Scrypt Mobile App.
As an Australian Digital Health Agency (ADHA) requirement, a patient cannot reuse any of their last four passwords.
"No account found" when resetting
This usually means the entry does not match the registered username. Confirm the exact username in Scrypt HQ using the steps above. If using auto-fill, check there are no leading or trailing spaces, as these are easy to miss. For example, " 0412345678" is not the same as "0412345678".
A patient's account is locked
Accounts can lock after multiple failed login attempts.
Confirm the patient has the correct username.
Ask the patient to wait 30 minutes, then use the forgot-password flow above.
Turn off any VPN that uses an IP address outside Australia. Access to Australian health data is restricted to Australian IP addresses under ADHA requirements, so an overseas IP can block the account.
If immediate access is needed, escalate to the support team to unlock the account.
Need more help?
Contact the Scrypt support team at support@scrypt.com.au or 1800 SCRYPT (727 978), option 1 for Scrypt HQ Support.