If you're having trouble signing in to PatientNotes, work through the steps below in order — most issues are resolved within the first two.
Step 1 — Make sure you're on the correct server
This is the most common cause of sign-in issues. PatientNotes has separate servers for each region, and your account only exists on the server you signed up on. If you try to log in on the wrong one, your email and password simply won't be recognised. You may also see an error message like "email or password is incorrect or account was created using social login," which indicates you might be on the wrong regional server.
Try each of the URLs below until you find the one where your account exists:
Australia: https://au.patientnotes.app
Canada: https://ca.patientnotes.app
United States: https://us.patientnotes.app
United Kingdom: https://uk.patientnotes.app
Global (all other regions): https://app.patientnotes.app
Not sure which server you're on? Check your original sign-up confirmation email — it will contain the URL you registered with. For team accounts, ask your clinic admin. If you have multiple accounts on different servers (e.g., a paid subscription on the UK server and a trial on the global server), ensure you use the server-specific URL for the account tied to your subscription or integrations, such as Cliniko.
Step 2 — Reset your password
If you're on the right server but still can't get in, try resetting your password:
Go to your server URL (from Step 1)
Click Forgot password? on the sign-in page
Enter the email address you used to sign up
Check your inbox — including your spam/junk folder — for the reset email
Follow the link in the email to set a new password
Make sure you request the password reset from the correct server URL — a reset link generated on the AU server won't work if you're trying to log into the US server.
Step 3 — Check your email is verified
If you signed up recently and haven't verified your email address, you may not be able to log in. Check your inbox for a verification email from PatientNotes and click the link inside. If you can't find it, check your spam folder or contact us and we'll resend it.
Step 4 — Trial expired or subscription lapsed
If your trial has ended or your subscription has lapsed, you can still log in — you just won't be able to create new sessions until you subscribe. You should see a sign-in screen as normal. If you're being blocked from logging in entirely rather than just restricted once inside, contact us and we'll check your account status.
To subscribe or reactivate, log in and go to Settings → Subscription, or visit patientnotes.app/pricing.
Need your trial extended? Contact us at [email protected] and we can extend your trial for you.
Step 5 — Try a different browser or clear your cache
Occasionally browser cache or cookies can cause sign-in issues. Try the following:
Open an incognito / private browsing window and try signing in from there
Try a different browser (Chrome is recommended for PatientNotes)
Clear your browser cache and cookies, then try again
Step 6 — Avoiding Google Sign-In Issues
If you are prompted to subscribe after using Google sign-in, follow these steps to access your existing account:
On the app’s sign-in screen, select the email and password option (do not use "Continue with Google").
Enter your account email and password (the same credentials used on the website).
If your password isn’t accepted, tap "Forgot password?" to reset it via the email link, set a new password, and sign in again with email and password. This will log you into your original account with your subscription and sessions.
Step 7 — Team account invitation issues
If you were invited to join a team account and can't log in, note that you need to create your own account and password using the invitation link — you can't log in with the clinic owner's credentials. Check your email for the invitation and use the link in that email to complete your setup.
Still can't get in?
Chat with us via the help widget inside PatientNotes or email [email protected] and let us know:
The email address you're trying to sign in with
Which server URL you're using (from the list above)
What happens when you try — e.g. "invalid credentials", "page not loading", "no password reset email arriving"
Our team will get you sorted as quickly as possible.