There are a number of reasons why you may be unable to access your Birdie app, this article will provide you with the solutions, however, if you are still struggling to access the app please contact us on our live chat support.
You may struggle to log in because of the following reasons:
You have not received a text message with a magic link or the link is not clickable:
What to do:
Return to the login page on the Birdie app, you will see 'I didn't receive my text' at the bottom of your screen
Click the link and wait for a text message with a 6-digit code in it
Enter the 6-digit code to log into Birdie
You do not have a Birdie profile yet
Your care manager may not have created your profile yet which means your mobile number has not been registered on the system yet.
What to do:
Please contact your care manager directly and ask them to create a profile for you
You work for more than one agency
If you are working for two or more care agencies you need to have your profile linked to both agencies or you will not get all of your visits through to your app.
What to do:
Please contact your care agency directly so they can link your profiles - they will need Birdie support assistance with this
You are not assigned any Care Recipients
When you log into your app you may see a Your access has been restricted message such as below. This means you are not assigned to a care recipient and will not be able to access the app.
What to do:
You need to contact your care manager directly who will need to assign you to a visit
You are assigned Care Recipients but they are inactive
You will also see a Your access has been restricted message if you are assigned care recipients that are inactive on the agency hub.
What to do:
You will need your care manager to unlink you from these visits and assign you to visits with active care recipients
Your account is locked
You may have incorrectly entered your passcode too many times and become locked out of the app.
What to do:
Your Care Manager can unlock your device via the agency hub by going to your Profile> Admin> Reset passcode. For more information on this please see this article - How to reset a Care professional's passcode.