How Can I Help My Patient Create a Spruce Account?

How do I help a patient who is having trouble with creating an account on Spruce?

Many of our providers choose to communicate with their patients via secure messaging by inviting them to download the Spruce app. In the vast majority of cases, patients are able to accept invitations and get setup on Spruce without any issues!

Occasionally, your patients may encounter some issues in accepting your invite or creating an account on Spruce.

In this article, we share some tips on how you can help your patients troubleshoot the process of connecting with you on Spruce.

You can also direct patients to our help center article written specifically for patients in which has successfully helped many patients self-troubleshoot their issues.

I sent my patient an invitation, they downloaded the app, but now they can't get connected with my practice

If this is the case and your patient is stuck on the 'I'm a Patient' screen, please ask your patient to:

  1. Delete/uninstall the Spruce app on their phone
  2. Follow the invite process again by tapping on the link in their SMS, tapping the button in their email, or entering your practice link into their browser

My patient already has an account on Spruce but is now having troubles with logging in

This can occur for a number of reasons. You should determine which reason and then follow the instructions below.

My patient can't remember their password

If your patient has forgotten their password, please ask them to reset their password at https://app.sprucehealth.com/forgot-password. Neither you or we can reset their password on their behalf.

My patient can no longer receive text messages to receive a verification code

If your patient can no longer receive text messages to the number associated with their Spruce account, they may have issues with accessing their account if prompted for a 6-digit verification code.

If this is the case, we can update the phone number associated with their account. To do so, please ask your patient to email us at support@sprucehealth.com with the following information:

  • Their full name
  • A photograph of their face alongside their photo ID (driver's license, passport, or government issued ID)
  • Their new mobile phone number

We collect this information to verify their identity and protect the security of their account. We do not share this information.

My patient can't remember the email they used to sign up to Spruce

If your patient can't remember the email address they used to sign up to Spruce or are attempting to create a new account but are getting an error, you can remind them of the email address they used by navigating to your Spruce inbox, searching for the patient by name, opening their Secure Conversation, and navigating to "Contact Info". There you will see what email address they used to create their account.

My patient wants to use Spruce but does not have a smartphone

Currently, the Spruce is only available to patients via our mobile apps on iOS and Android. That means patients need a smartphone to be able to interact with you over secure messages.

For patients that do not own a smartphone, you can easily communicate with them via standard messaging.

Spruce will soon be available to patients who do not have a smartphone via a web app -- we will announce shortly when this will be available!

My patient downloaded Spruce from the app store and now the invitation I sent them doesn't work

It is important for patients to download the Spruce app by following the invitation you sent them, and not be downloading it direct from the app store.

If your patient downloaded the Spruce app without following the invite process, please ask your patient to:

  1. Delete/uninstall the Spruce app on their phone
  2. Follow the invite process again by tapping on the link their SMS, tapping the button in their email, or entering your practice link into their browser

Still Having Trouble?

If your patient is still having trouble creating an account on Spruce, our Support Team would be happy to reach out to them directly to help them troubleshoot.

Please ask your patient to complete this form so we can get in contact with them (or you could complete the form on their behalf, as long as you let them know that someone from Spruce may be reaching out to them directly).

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