There could be different reasons why you are experiencing issues with logging into the EpiMonitor App. Check below for the corresponding error, and resolve it by following the recommended steps.
Before proceeding, make sure that you have already created an EpiMonitor account and have your valid login credentials in hand: How to create your EpiMonitor account
You can then download the EpiMonitor App here:
Upon downloading and opening the EpiMonitor App, you will be offered to start a compatibility check for your phone. You can refer to this article for more information: Phone compatibility for EpiMonitor
Once confirmed that your phone is fully compatible with EpiMonitor, you can continue with the login.
Possible login errors:
- Login failed: no internet connection
- Login error: email address/password doesn’t match
- Email not verified
- Legal guardian consent missing
- Oops, something went wrong
Login failed: no internet connection
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Ensure that you have a working internet connection before trying to log in again. An internet connection is required to check that the login credentials you entered are valid. |
Login error: email address or password doesn’t match
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Verify the email address and password you entered and make sure they are correct. You can try logging into your EpiMonitor account to confirm that you are using the correct credentials. If you have forgotten your password, click ‘Forgot password?' from the login page of the EpiMonitor App or EpiMonitor account and enter your email address. A password reset link will be sent to your inbox and you can proceed to create a new password. |
Email not verified
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Your email address has not been verified yet. Check your inbox for an email from Empatica (support@empatica.com) with a link to verify your email address. Click on 'Verify email' to proceed.
If you have already checked your Spam/Junk folder and cannot find the verification email, you can request to resend it by tapping on ‘Go to My account’. |
Legal guardian consent missing
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If you haven’t received your legal guardian’s consent, you will not be able to use or log in to the EpiMonitor App. However, you can log into your EpiMonitor Account by tapping ‘Go to My account' and resend the consent request to your legal guardian, or to update the legal guardian’s information. Ask your legal guardian to check their email address to provide consent. |
Oops, something went wrong
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This error might happen in the rare case of an issue with the Empatica servers. No need to worry; by the time you see this error, our Team will be aware of the problem and working towards fixing it as soon as possible. You can try logging in again at a later time. Feel free to check our Status Page for more information and live updates, or reach out to our Customer Happiness Team at support@empatica.com. |