Trouble Logging In

Here’s how to solve the most common issues with regular and enterprise sign-in. To contact Teladoc Health, select one of the options below:

 

Regular sign-in help

Most people use regular sign-in, which means signing in with a Teladoc Health account username and password.

 

Invalid email, username or password

If you see this message, double check:

  • Is caps lock off?
  • Is your keyboard configured for the right region and language?
  • If you’re not sure whether you should use enterprise sign-in instead, ask your manager or administrator, or contact us.

Note: If you still have trouble, reset your password at any time by selecting Forgot your password? on the sign-in page.

 

Forgot your username

  • If you can’t remember your username, use your email instead.
  • If you can’t remember your username or your email, contact us.

Forgot your password

If you forgot your password, reset your password at any time by selecting Forgot your password? on the sign-in page

 

Account locked

For your protection, we temporarily lock your account after 8 failed sign-in attempts. If your account is locked, try the following:

  • Reset your password at any time by selecting Forgot your password? on the sign-in page.
  • Wait 30 minutes and try to sign in again.

 

Password expired or about to expire

To protect your account, your password expires every 90 days. Starting 14 days before it expires, you’ll see a reminder to reset your password every time you sign in.

Note: If you try to sign in after your password has expired, you’ll see a link to reset it. You’ll need to reset your password and sign in again before you can access your account.

 

Resetting your password

You can reset your password at any time by selecting Forgot your password? on the sign-in page.

Note: It cannot contain your user name, first name or last name. And it must be different from your previous password.

 

Your password must contain at least:

  • 8 characters total
  • Uppercase letter (A to Z)
  • Lowercase letter (a to z)
  • Number (0 to 9)
  • Special character (such as !?@#$%&^*)

 

Enterprise sign-in help

If your organization uses enterprise sign-in. use the same user name and password for your organization.

 

To sign in with an enterprise account:

  • Select Enterprise sign-in on the sign-in page.
  • Enter your organization’s domain name. If you’re not sure what it is, ask your manager or administrator.
  • Select Continue.
  • Sign in with the same user
  • name and password you use across your organization.

 

Need an enterprise account

If you need an account, or think you may need one, talk to your manager or administrator. You can also contact us.

 

Incorrect username or password

If you’re on your organization’s sign-in page and see an <Incorrect user name or password> message, there may be a problem on your organization’s side. Contact the help desk or technical support staff at your organization.

 

Account inactive or not properly configured

If you see an <Account inactive or not properly configured> message, it might mean your account hasn’t been created yet. Ask your manager or administrator to request an account, or contact us to check on your account’s status.

 

Page not found

If you see the message <page not found> it might mean the URL is incorrect. Check that you’re using the right URL.

Note: It might also help to clear your browser cache.

 

Bookmark or URL not working

if you receive a <Bookmark or URL not working> message for a bookmark or URL you created that begins with idprovider.intouchreports.com, remove it and follow the steps below

  • Go to the bookmarked URL. You’ll be redirected to idprovider.intouchreports.com.
  • Sign in. In the address bar, you’ll see the URL you originally used.
  • Create a new bookmark from this point.
  • If you’re having trouble with another bookmark or URL, check that the URL is correct. Here’s a list of URLs for the Teladoc Health platforms you may need to sign in to:
    • The Admin Center portal at https://admin-center.intouchhealth.com
    • The Analytics portal at https://analytics.intouchhealth.com/
    • The Customers Web portal at https://portal.intouchcustomer.com/
    • The Imaging portal at https://imaging.intouchhealth.com/

 

Another possibility is that your organization may use the Provider Web App. This means you’ll have a URL customized for your organization; ending in visitnow.org. This means if your organization’s domain name is acmehealth, you would use the URL https://acmehealth.visitnow.org.

Note: If you’re using the right URL and still having problems, try clearing your browser cache.

 

Need more help?

Check out our user manuals or contact us.