Troubleshooting Patient Account Creation

Troubleshooting tips for patients who are encountering issues in creating their account on Spruce to communicate with their doctor

We cover the basics of accepting an invitation from your doctor in our Accepting Your Doctor's Invitation to Spruce article.

If you are a patient and are still encountering issues in creating your account on Spruce, we've covered some common troubleshooting topics below.

My doctor would like me to communicate with them over Spruce but I never received an invitation

In order to communicate with your doctor over Spruce, your doctor (or their team) will need to send you an invitation to connect with them on the Spruce app.

If you doctor hasn't done this, please reach out to the practice and ask them to send you an invitation that contains their unique practice link for patients.

If you have tried that and are still having issues with getting that invitation, please contact us at support@sprucehealth.com and we may be able to get in touch with your doctor on your behalf. Please keep in mind that this may be a slower route to getting setup on Spruce than calling or emailing the practice yourself.

I already have an account on Spruce but I am having difficulty logging in

If you already have a patient account on Spruce but are having issue remembering your password, please reset your password at this website: https://app.sprucehealth.com/forgot-password. Once you've entered your email address (please use the one you used when you signed up for Spruce), we will send a 6-digit security code via text message to the mobile number associated with your Spruce account to verify your identity. Enter that on the next page and you will be asked to set a new password.

If you have changed your mobile phone number or can no longer receive the text messages to that number, please refer to this article for instructions.

 

I am looking for a new doctor and would like to download Spruce

Right now, only patients with a doctor already using Spruce can download the app to connect. That means that if you don't already have a doctor or provider to invite you to use the app, you won't be able to access it.

Having said that, if you are looking for a new doctor and would prefer one that is using Spruce feel free to contact us at support@sprucehealth.com and we may be able to connect you with one of the doctors currently on the platform. Before sharing any information about your health, please keep in mind that emails you send to us are not secure.

My doctor sent me an invitation, followed the instructions, and downloaded the app but it still didn't connect me with my doctor and I am blocked on the 'I'm a Patient' screen

If you followed the instructions laid out in our Accepting Your Doctor's Invitation to Spruce article, have the app installed on your phone, but are blocked on the 'I'm a Patient' screen and unable to get paired with your doctor's practice, then we recommend you:

  1. Delete/uninstall the Spruce app from your phone
  2. Attempt to follow the steps to accept your doctor's invitation again (e.g., tapping on the link in the text message, clicking the button in your email, or entering the spruce.care/XXXX link in your browser)

If that still doesn't work, please delete/uninstall the Spruce app from your phone and restart your smartphone before trying again.

If things are still not working at that stage, your invitation may be invalid and you should email us at support@sprucehealth.com.

I am trying to create an account but am having issues with entering my verification code

If you have accepted your doctor's invitation and have reached the stage where you are creating your account but are having issues with the 6-digit verification code sent to your mobile phone, here are some tips to work through that:

  • Your 6-digit verification code only lasts for 15 minutes. If you are trying to enter your verification code more than 15 minutes after it was sent, it will no longer be valid and you will need to request a new code.
  • You can request a new code by simply hitting the 'back' arrow in the top left-hand corner of the 'Enter Your Verification Code'. Once you are back on the screen asking you to 'Enter Your Mobile Phone Number', you can tap 'Next' and it will send you a new verification code.
  • The mobile number you enter when creating your account must be a number that can receive SMS. A landline that doesn't receive SMS will not work.

I have downloaded the Spruce app and now want to get connected with my doctor

If you have gone straight to your app store and downloaded the 'Spruce - Care Messenger' app and selected 'I'm a Patient', you will find that the app asks you to look for an invitation from your doctor.

That is because patients must download the app via an invitation from their doctor in order to be connected on Spruce.

If you haven't received an invitation via email, text message, or link, please contact your doctor's practice and ask that they send you an invitation to Spruce.

Once you have an invitation, you will need to delete/uninstall the Spruce app before accepting the invitation from your doctor by tapping the link or button.

Still Having Trouble?

If you are still having trouble creating your account on Spruce, please go ahead and let us know by completing this form so we can contact you with troubleshooting help. 

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