If a user is receiving an “Invalid Username or Password” error when trying to log in, check the following:
- Verify the EMR Site URL
- Ensure the user is accessing the correct Synergy AI/EMR link for your agency.
- Example: https://webapp.synergyemr.net/youragency
- Ensure the user is accessing the correct Synergy AI/EMR link for your agency.
- Confirm Username and Password
- Have the user confirm their username and password with the agency administrator.
- Common issues include typos or using outdated credentials.
- Have the user confirm their username and password with the agency administrator.
- Check Password Case Sensitivity
- Passwords are case sensitive — double-check capitalization and any special characters.
- Passwords are case sensitive — double-check capitalization and any special characters.
Additional Tip:
If the user is still unable to log in after verifying these items, the agency administrator may need to reset the password or unlock the user’s account.
This FAQ was generated based on Synergy AI/EMR App Version 7.0.38.36159 and Dashboards Version: 7.0.38.14741
Important: The information in this FAQ is based on the software version available at the time of publication and is subject to change. Please use the software responsibly. HealthCare Synergy is not liable for any issues resulting from outdated or incorrect use of this information.
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