If, when trying to enter the web platform, it indicates that the username and password are incorrect, do the following checks:
- Make sure you are entering the correct email and/or password.
- Check that you are using the Google Chrome web browser.
- If you forgot your password you can recover it by clicking on I forgot my password.
- Make sure you clean the cache of your browser, by opening Chrome, then on the top right click More, then click More tools, and Clear browsing data.
- If you receive an error message “user does not exist” please be sure you are entering your email address in the correct case, since the user name is case sensitive.
E.g:
If your email address was added to your account with caps, then you should log in with it exactly as it was added: CUSTOMER@xr.health instead of customer@xr.health.
If the problem persists, contact our Customer service.