Troubleshooting your Spruce Account

On this page:

  • Never received an invitation to join Spruce 
  • Having difficulty logging into your Account 
  • Not Receiving your verification code
  • Need to update your phone number 

If you are a patient and are encountering issues creating your Spruce Account, we've covered some common means of troubleshooting below.

If you... never received an invitation to Join Spruce

To start communicating with your doctor via Spruce, your doctor will need to send you an invitation 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. 

If you... have a Spruce Account but are struggling to log-in

Reset your password

  • If you have a patient account on Spruce but forgot your password, please reset your password here: https://app.sprucehealth.com/forgot-password
  • Enter the email address you used to sign up for Spruce
  • To verify your identity, you will receive a 6-digit security code via text message to the mobile number associated with your Spruce account. Enter that verification code 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 email support@sprucehealth.com

Within this email please include a picture of your face with your photo ID (driver's license, passport, or government-issued ID), the email associated with your Spruce account, your old phone number, and new number. We only use this information to protect the security of your account by verifying your identity. 

If you... are looking for a new doctor and would like to download Spruce

Right now, you can only utilize 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. Before sharing any personal health information, please keep in mind that emails you send to us are not secure.

If you... are not receiving your verification code 

  • If you are not receiving your verification code, please restart your phone and login once more. Contact Spruce Support if the problem persists: support@sprucehealth.com. 
  • 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.

If you have changed your mobile phone number or can no longer receive the text messages to that number, please email support@sprucehealth.com

Within this email please include a picture of your face with your photo ID (driver's license, passport, or government-issued ID), the email associated with your Spruce account, your old phone number, and new number. We only use this information to protect the security of your account by verifying your identity. 

If you... Need to update your phone number

Contact Spruce Support to update the phone number on your account. To protect the security of your account, we must first verify your identity. To do that, please send a photo of your ID next to your face. We do not use this information for any other purpose but to verify identity. 

In your message to Spruce Support, please confirm the current email address on your account, the old phone number, and the new phone number.

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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