We’re here to help you get back into your account quickly! This guide covers the most common login issues and provides simple steps you can try. If the options below don’t resolve your issue, please submit a support ticket here and our team will assist you as soon as possible. 

For patients trying to access messages sent from their provider, please email support@medley.health or review the articles linked here. 

Common Login Issues

• Blank Screen After Login
• 504 Error After Login
• Error when connecting through a Hotspot
• Login Information Cleared Immediately After Sign-In
• Need Help Resetting Password
• Unable to Access Messages from Provider
   

Blank Screen After Login

If the page doesn’t load correctly, clearing your browser cache and performing a hard reload often helps:

1. Right click anywhere on your screen and select Inspect.
   
2. Click and hold the Reload symbol at the top-left corner of your browser.
3. Select Empty cache and hard reload.

You can also use an Incognito window in Chrome temporarily (for 1–2 hours) until the cache clears automatically. Here are the keyboard shortcuts to open a new Incognito window:

Mac:

•  Shift + Command + N

Windows:

•  Ctrl + Shift + N

For a visual walkthrough, watch the 1-minute video below: 

504 Error After Login

If you see a 504 or other error message after attempting to login:

• Please submit a support ticket here and include "Urgent" in the subject line.
• Provide a screenshot of the error if possible to help our team investigate quickly.

Error when connecting through a Hotspot

This issue is often caused by your mobile carrier's security settings. We’ve recorded a walkthrough of the steps to follow to resolve this. 

Login Information Cleared Immediately After Sign-In

If your login details are cleared after submitting them, this usually means the username, password or pin entered was incorrect. 

Please note: the username is case sensitive so if your username has a capital letter be sure to include this. 


 

• You will need to reach out to a member of your team with administrator access. They can reset your password by following the steps here.
   

Need Help Resetting Password

If you need to reset your password:

• Contact someone on your team with administrator access.  
• Administrators can reset your password by following the steps here.
   

Unable to Access Messages from Provider

Patients having difficulty accessing messages can review the following articles:

• Secure Patient Messaging Portal
• How do patients sign up to receive messages
• How to Access a Secondary Medley Account

If you still need help, please email support@medley.health. We’re happy to assist you.
 

Did we miss something? Not to worry! Just contact our support team here✌️