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If you cannot sign in to Rhazes

Work through the reasons a Rhazes sign-in fails, starting with the two that catch most people out: the wrong method and the wrong address.

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Start here: are you using the right method

Rhazes supports several ways in, and they are not interchangeable. An account created with one cannot be entered with another.

  • Email and password.
  • Google.
  • Epic or Oracle Health, where your organisation has that connected.

Whichever button you used the first time is the one to use every time. Trying a password on an account created with Google fails no matter how many times you reset it. See Resetting a forgotten password.

Are you at the right address

If your organisation runs its own deployment of Rhazes, you sign in at your organisation's address, not the public one. Your account does not exist on the public service and never will.

This catches people who find Rhazes through a search result rather than through the link their department circulated. See How Rhazes Enterprise is deployed.

Then work down this list

  1. Check the email address. A work address and a personal one are two different accounts. So are two variants of your work address.
  2. Check for typos in the password, including caps lock and a keyboard set to another language.
  3. Reset the password if you are not certain of it.
  4. Check whether a verification step is waiting. If you have signed up but never confirmed your email, look for the verification email. See When a verification or reset email does not arrive.
  5. Try a different network, such as your phone's mobile data. If it works there, the problem is your hospital network rather than your account. See When Rhazes cannot reach the server.
  6. Try a private window, which rules out an extension or a stale session.

If EHR sign-in fails

Signing in with Epic or Oracle Health uses your EHR credentials, and Rhazes never sees them. If those are rejected, or your access has been suspended or expired, that is a question for your hospital IT team rather than for us.

If your EHR account works elsewhere but not here, tell us at support@rhazes.ai and say which system and roughly when you tried.

Still stuck

Email support@rhazes.ai with the address you are trying, the method you use, what you see on screen, and when it last worked.

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