Sign-in in the app fails
The app rejects your email and password although they work in the Dashboard. The causes and what to do.
- Applies to
- iOS, Android
- Version
- Scribe 1.3
Message on screen
Ungültige E-Mail oder Passwort.
The app shows sign-in errors from the server in German, also when the app is set to English. This one means "Invalid email or password".
The app checks your credentials with the organisation it is connected to. If the same credentials work in the Dashboard, the app is almost always connected to a different organisation than your Dashboard. Every MediSync installation has its own accounts. An account on app.medisync.me, for example, does not exist on a hospital's own installation, and the other way round.
Check the connected organisation
- On the sign-in screen, look at what appears under Connected to.
- Open the Dashboard you work with in the browser. Note the address in the address bar, for example
app.medisync.meoryour-hospital.medisync.me. - If the app is connected to something else, tap Change.
- Scan the QR code from exactly this Dashboard under Settings›MediSync Connect, or enter exactly this address.
- Sign in again.
When connecting, the app does not check that your Dashboard really runs at the address. A typo in the address shows only when you sign in, usually as Anmeldung fehlgeschlagen. ("Sign-in failed").
If you tapped Create account in the app and created a new account, that account lives in the MediSync cloud. It is a different account from your hospital's.
Other messages
| Message | Cause | What you do |
|---|---|---|
| Bitte überprüfen Sie Ihre Eingaben. (check your input) | The email address is invalid, often because of a space before or after it. Or the password has fewer than 6 characters. | Type the email address again, without spaces |
| Ungültiger 2FA-Code. Bitte versuchen Sie es erneut. (invalid 2FA code) | The code is wrong or expired. | Enter a new code from the authenticator app. Check that the phone sets date and time automatically. |
| Bitte bestätigen Sie Ihre E-Mail-Adresse, bevor Sie sich anmelden. (confirm your email first) | The account is not confirmed yet. | Use the link or code from the confirmation email |
| Zu viele Anmeldeversuche. Bitte versuchen Sie es in 15 Minuten erneut. (too many attempts) | Too many failed attempts in a short time | Wait 15 minutes |
Forgot your password
The app has no "Forgot password?" link. Reset the password in the browser on the Dashboard sign-in page, see Forgot or change your password. This also applies if you sign in to the Dashboard only with Google or Microsoft and do not know your password.
Signed out suddenly
The sign-in screen shows why you were signed out.
- Your session has expired. Please sign in again. 7 days have passed since you signed in to the app.
- You were signed out because you signed in on another device. The sign-in on this phone was ended. This happens when you sign in on a sixth device and this phone was used least recently, or when someone signed this device out in the Dashboard. The message is the same in both cases.
Sign in again. Sessions and devices shows which devices are signed in.
What to send support
If none of this helps, contact support. Include:
- what appears under Connected to,
- the address where you open the Dashboard,
- the exact message and your phone model.
Never send your password.
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