Forgotten password

A password that will not come back does not oblige you to create anything again. From the sign-in page you ask for a reset link: it arrives by email at your account's address and opens a page where you choose a new password. Your account, your appointments and your family all stay in place.

Ask for a reset link

1. Open “Forgotten password”

   The link sits on the sign-in page, next to the password field. It opens /patient/forgot-password, the reset page.

2. Enter your account's email address

   This is the address the account was created with. The link goes to that address and to no other one.

3. Let the quick check run

   A quick check confirms that a person is in front of the screen. It finishes on its own in most cases and asks nothing more of you.

4. Press “Send the reset link”

   The page shows “Check your inbox” above the form. “Correct the address” reopens the field if you mistyped it, and “Send the link again” becomes available after 60 seconds.

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Image markers

1. 1The heading confirms you are on the reset page
2. 2The “Email” field takes your account's address
3. 3“Send the reset link” sends the message on its way

The message you receive

The message comes from noresia and carries a single link, the one that opens the page where you choose your password. Two rules govern it.

• It expires one hour after it was sent.
• It works only once. As soon as a password is saved, the link is used up.

The message itself is written in French, whatever language you read the site in.

Choose your new password

1. Open the link from the message

   It takes you to /patient/reset-password, the page that shows “Choose a password.”

2. Type the password twice

   “New password” asks for 12 characters minimum. “Confirm the password” expects exactly the same typing, and the save waits until the two fields agree.

3. Press “Save the new password”

   The page shows “Password saved”. The “Sign in” button takes you back to the sign-in page, where the new password is the one that counts.

A password is never kept as a draft. If you leave the page before saving, what you typed is lost, though the link stays usable until its hour runs out. Your browser warns you before closing a page you had started typing in.

If the link no longer works

The page says so plainly: it shows “This link can no longer be used” and offers “Ask for a new link”. You start again with the same email address, and a fresh link reaches you.

If the message does not arrive

• Look in your junk mail. That is the most common reason by far.
• Check the address you typed. “Correct the address” reopens the field without leaving the page.
• Make sure it is the account's own address. No other address receives this link.
• Give it a moment before insisting. While three links are still live for the same account, a new request sends no further message: use the last one you received, or wait for the hour to pass.
• If your account was never finished, there is no address to write to. Start again from create your account.

After the reset

Your password is the only thing that changes. If you had turned on the verification code, it is still asked for at sign-in and your authenticator app stays the same. Your appointments, your family and your preferences are all still there.

• Sign in again by following sign in.
• See which devices are still open in manage your sessions.
• To change a password you already know, without going through email, read change your password.
• To add the verification code, read protect your account.