Troubleshooting Login and Account Access Issues

Having trouble logging into the RoadL Patient App? This guide will help you resolve common login issues and regain access to your account.

Common Login Problems

"Invalid Email or Password"

Try these solutions:

1. Check your email address:

   • Make sure there are no typos
   • Email addresses are case-insensitive
   • Remove any spaces before or after

2. Check your password:

   • Passwords ARE case-sensitive
   • Make sure Caps Lock is off
   • Check for accidental spaces

3. Reset your password:

   • Tap Forgot Password? on the login screen
   • Enter your email address
   • Check your email for the reset link
   • Create a new secure password
   • Try logging in again

Biometric Login Not Working

Face ID / Touch ID / Fingerprint Issues:

1. Make sure biometric auth is enabled:

   • After logging in with password, go to Settings
   • Check Security settings
   • Ensure biometric login is turned ON

2. Device-level issues:

   • iOS: Go to device Settings → Face ID & Passcode (or Touch ID)
   • Android: Go to Settings → Security → Biometric unlock
   • Make sure RoadL is allowed to use biometric authentication
   • Try re-enrolling your face/fingerprint in device settings

3. Fallback to password:

   • If biometric fails, tap Use Password Instead
   • Log in with your email and password
   • Re-enable biometric login in Settings

"Account Not Found"

This means you haven't created a RoadL account yet:

1. Tap Sign Up instead of Sign In
2. Create a new account with your email
3. Verify your email address
4. Complete your profile

If you're SURE you have an account:

• You may have registered with a different email address
• Check other email accounts you use
• Contact support for account recovery: (833) 762-3555

"Email Already Registered"

You're trying to sign up with an email that's already in use:

1. Use the Sign In option instead
2. If you forgot your password, use Forgot Password?
3. If you're locked out, contact support

"Account Locked"

Too many failed login attempts may temporarily lock your account:

To unlock:

1. Wait 30 minutes and try again, OR
2. Use the Forgot Password? link to reset immediately
3. Contact support for immediate assistance: (833) 762-3555

Password Reset Process

Step-by-Step Password Reset

1. On the login screen, tap "Forgot Password?"

2. Enter your registered email address

   • Use the email you signed up with
   • Tap Send Reset Link

3. Check your email

   • Look for an email from RoadL Care / Doral Health
   • Check your spam/junk folder if you don't see it
   • Email should arrive within 2-3 minutes

4. Click the reset link

   • Link is valid for 1 hour
   • Opens a password reset page

5. Create a new password

   • Must be at least 8 characters
   • Should include:
     • Upper and lowercase letters
     • Numbers
     • Special characters (recommended)
   • Avoid common passwords or personal info

6. Confirm new password

   • Enter the same password again
   • Tap Reset Password

7. Return to the app

   • Open RoadL Patient App
   • Log in with your email and NEW password

Didn't Receive Reset Email?

Try these steps:

1. Check spam/junk folder

   • Reset emails sometimes get filtered

2. Wait a few minutes

   • Email may be delayed
   • Can take up to 10 minutes

3. Verify email address

   • Make sure you entered it correctly
   • Try again with the exact email you used to sign up

4. Check your internet connection

   • Poor connection may prevent email delivery

5. Still no email?

   • Contact support: (833) 762-3555
   • We can reset your password manually

App-Specific Issues

App Crashes on Login

iOS:

1. Force close the app (swipe up from bottom)
2. Reopen the RoadL Patient App
3. If still crashing:
   • Update the app in the App Store
   • Restart your iPhone/iPad
   • Reinstall the app if necessary

Android:

1. Force stop the app (Settings → Apps → RoadL → Force Stop)
2. Clear app cache (Settings → Apps → RoadL → Clear Cache)
3. Reopen the app
4. If still crashing:
   • Update the app in Google Play Store
   • Restart your Android device
   • Reinstall the app if necessary

"Please Update Your App"

You're using an outdated version:

1. iOS:

   • Open App Store
   • Search for "RoadL Patient"
   • Tap Update

2. Android:

   • Open Google Play Store
   • Search for "RoadL Patient"
   • Tap Update

Connection Errors

"Unable to Connect" or "Network Error":

1. Check internet connection:

   • Make sure WiFi or cellular data is on
   • Try switching between WiFi and cellular
   • Check if other apps are working

2. Check RoadL service status:

   • Visit status.roadlcare.com
   • See if there are any known outages

3. Restart the app:

   • Close and reopen
   • Try logging in again

4. Check device date/time:

   • Go to device Settings
   • Make sure date and time are set to automatic
   • Incorrect time can cause connection issues

Account Security Tips

Create a Strong Password

• At least 8 characters long
• Mix of uppercase and lowercase
• Include numbers and symbols
• Don't reuse passwords from other sites
• Avoid personal information (birthdays, names)

Enable Biometric Login

• Faster and more secure than passwords
• Can't be guessed or phished
• Set up in Settings → Security

Keep Your Email Secure

• Your email is the key to account recovery
• Use a strong, unique password for your email
• Enable two-factor authentication on your email

Stay Safe

• Never share your password with anyone
• RoadL staff will NEVER ask for your password
• Be wary of phishing emails asking you to "verify" your account

Device Requirements

Minimum Requirements

iOS:

• iOS 13 or later
• iPhone 6s or newer
• iPad Air 2 or newer
• Stable internet connection

Android:

• Android 8.0 (Oreo) or later
• 2GB RAM minimum
• Stable internet connection

If your device is too old:

• You may need to upgrade your device
• Contact support for alternative access options

Still Having Problems?

Contact RoadL Support

Phone Support (24/7):

• Call (833) 762-3555
• Have your email address ready
• We can help reset passwords or troubleshoot access

In-App Chat:

• If you can log in but having other issues
• Tap the chat icon in the top right

Email Support:

• Available through the app's Contact Us feature
• Response within 24 hours

Before You Contact Support

Have this information ready:

• ✅ Your registered email address
• ✅ Device type (iPhone, Android, etc.)
• ✅ App version (found in Settings → About)
• ✅ Description of the error message
• ✅ What you've already tried

Preventing Future Login Issues

1. Save your password securely:

   • Use a password manager
   • Write it down in a secure place
   • Don't rely on memory alone

2. Keep your email accessible:

   • Make sure you can access your registered email
   • Keep email password secure
   • Add account recovery options to your email

3. Enable biometric login:

   • Fastest way to log in
   • No password to remember
   • More secure

4. Keep the app updated:

   • Enable automatic app updates
   • Check for updates regularly

Healthcare in Real-Time™ - We're here to help you access care.

Need immediate assistance? Call (833) 762-3555