Try your passkey
Where you are: Patient sign-in is open on the device you want to use.
What to do: Select Continue with passkey.
Complete when: If no usable passkey is available, the message Patient sign-in could not be completed appears.
Patient guide
When you cannot sign in
Review your options if your passkey is not available on the device or patient sign-in cannot be completed.
Open sign-in help
Where you are: The sign-in page shows a neutral error without revealing account details.
What to do: Select “Cannot sign in?”.
Complete when: The section “Do you need a new passkey?” opens.
Choose the route that fits
Where you are: The help separates the case where you are still signed in on another device from the case where no device is signed in.
What to do: Read the two options under “Do you need a new passkey?”.
Complete when: The text explains that you can add this device from a signed-in device or contact your care provider for a new personal link.