Troubleshooting Your Spruce Account for Patients

IN THIS ARTICLE

If you are a patient using Spruce or attempting to use Spruce, and you are encountering issues creating or accessing your Spruce Account, we've covered some common troubleshooting tips below.


I never received an invitation to join Spruce

To start communicating with your doctor via Spruce, your doctor must invite you to connect with them on the Spruce app. If you have not received an invitation from your doctor, please reach out to them via phone or email and request an invitation to sign up for Spruce with their practice. 


I'm having difficulty logging in to my existing Spruce account

First, try resetting your password:

  • Go to https://app.sprucehealth.com/forgot-password
  • Enter the email address you used to sign up for Spruce.
  • You will receive a verification code via text message to the mobile number associated with your Spruce account. Enter that verification code on the next page.
  • Set a new password.

If you have changed your mobile phone number or can no longer receive text messages to the number associated with your account, please email support@sprucehealth.com. Include the email address associated with your Spruce account, your old phone number, and you new phone number. 

NOTE: In order for us to provide access to your account in response to your email, we must confirm your identity. We will ask you to send us a picture of your face next to your photo ID (driver's license, passport, or government-issued ID). We only use this information to protect the security of your account by verifying your identity. 


I'm looking for a new doctor who uses Spruce

Right now, you can only use Spruce as a patient if your doctor is already established with Spruce. 

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. We may be able to connect you with a doctor already on the platform. Keep in mind that emails you send to us are not secure, and please do not send any personal health information in your email.


I didn't receive a verification code 

  • If you did not receive an expected verification code, please restart your phone and log in once more. 
  • If the issue persists, check with your mobile carrier to ensure your number is allowed to receive all verification code texts. Some carriers, including T-mobile, automatically opt you out of receiving certain text messages from businesses, including some verification codes. This may be affecting you even if you have successfully received verification codes from other companies.
  • Note that the mobile number you enter when creating your account must be a number that can receive SMS text messages. A landline phone number will not.
  • If the problem persists, please contact our team by filling out this form, and we will respond with more assistance. 

If you have changed your mobile phone number or can no longer receive text messages to the number associated with your account, please email support@sprucehealth.com. Include the email address associated with your Spruce account, your old phone number, and you new phone number. 

NOTE: In order for us to provide access to your account in response to your email, we must confirm your identity. We will ask you to send us a picture of your face next to your photo ID (driver's license, passport, or government-issued ID). We only use this information to protect the security of your account by verifying your identity.  


I need to update my phone number

Please email support@sprucehealth.com to update the phone number associated with your account. Include the email address associated with your Spruce account, your old phone number, and you new phone number. 

NOTE: In order for us to provide access to your account in response to your email, we must confirm your identity. We will ask you to send us a picture of your face next to your photo ID (driver's license, passport, or government-issued ID). We only use this information to protect the security of your account by verifying your identity. 


This article didn't answer my question

If you've read this article and are still having trouble with your account on Spruce, please contact our team by filling out this form, and we will respond with more assistance. 

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us