{"id":6421,"date":"2023-08-17T20:34:51","date_gmt":"2023-08-17T20:34:51","guid":{"rendered":"https:\/\/wp.staging.valant.io\/myio-help\/?page_id=6421"},"modified":"2023-09-15T20:58:17","modified_gmt":"2023-09-15T20:58:17","slug":"troubleshooting","status":"publish","type":"page","link":"https:\/\/www.valant.io\/myio-help\/troubleshooting\/","title":{"rendered":"Troubleshooting"},"content":{"rendered":"[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text]\n<h2>Troubleshooting<\/h2>\n[\/vc_column_text][vc_column_text]\n<h4>Resetting Password<\/h4>\n<p>There is a \u201cForgot password\u201d link on both the browser and mobile app login page once you have verified your portal email.<\/p>\n<ul>\n<li>When clicked, you will be prompted to enter your username and the portal email address associated with your account.<\/li>\n<li>You will receive an email that will provide a link to reset your password. If this fails, your practice is able to manually reset your password.<\/li>\n<\/ul>\n<p>You may also change your password:<\/p>\n<ul>\n<li>In mobile device app \u2013 click your name in the top right corner, select \u201cAccount Settings\u201d, select \u201cChange Password\u201d<\/li>\n<li>In browser \u2013 click menu (three lines in top right corner), select \u201cMy Account\u201d, select \u201cAccount Settings\u201d select \u201cChange Password\u201d<\/li>\n<\/ul>\n<p>If you are using the MYIO app: Make sure your application is running the most recent version. Check the app store and see if there is an update available. If issues persist, delete the app and re-install it on your device. If the app is \u2018freezing\u2019, try force-closing the app and reopening it.<\/p>\n<p>If you are using MYIO in your internet browser, make sure you have the latest updates. Try refreshing the page.<\/p>\n<p>Contact the practice if any of the above troubleshooting steps fail.<\/p>\n<h4>Supported Devices and Operating Systems<\/h4>\n<p>Mobile devices must be able to update to the latest iOS or Android operating system.<br \/>\nSupported Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox. MYIO is not enabled with Safari.<\/p>\n<p>Please note older operating systems do not allow updated apps to perform as desired.<\/p>\n<h4>Timeout Cautions<\/h4>\n<p>MYIO Mobile App: 5-minute idle timeout<br \/>\nMYIO Browser: 60-minute idle timeout[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_background&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; bg_color=&#8221;#ed1864&#8243; scene_position=&#8221;center&#8221; top_padding=&#8221;7%&#8221; bottom_padding=&#8221;7%&#8221; top_padding_phone=&#8221;10%&#8221; text_color=&#8221;light&#8221; text_align=&#8221;center&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; enable_gradient=&#8221;true&#8221; color_overlay=&#8221;#ed1864&#8243; color_overlay_2=&#8221;rgba(244,116,162,0.71)&#8221; 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column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_custom_heading text=&#8221;MYIO Features&#8221; font_container=&#8221;tag:h2|text_align:center|color:%23ffffff&#8221; use_theme_fonts=&#8221;yes&#8221;][nectar_btn size=&#8221;jumbo&#8221; button_style=&#8221;see-through-2&#8243; color_override=&#8221;#ffffff&#8221; hover_color_override=&#8221;#ffffff&#8221; hover_text_color_override=&#8221;#000000&#8243; icon_family=&#8221;none&#8221; url=&#8221;https:\/\/www.valant.io\/myio-help\/features\/&#8221; text=&#8221;See Features&#8221; margin_top=&#8221;30&#8243;][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>[vc_row type=&#8221;in_container&#8221; 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