> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can't sign in

> Fixes for the most common sign-in problems, for patients and staff.

## Patients

| Problem | What to do |
| - | - |
| The code didn't arrive | Wait a minute and resend. Check the number is the one on your account. |
| **That HPN isn't valid** | A digit is wrong. Check your registration slip or ask the desk. |
| You were sent to a "locked" page | Too many wrong passwords. Wait for the time shown, or sign in with your phone code. |
| Passkey didn't work | Use your phone number or HPN instead. |
| You forgot your HPN | Sign in with your phone code. Your HPN is on **Home**. |
| You lost your SIM | See [Recover your HPN or SIM](/account/recover-your-hpn-or-sim). Online recovery needs your NIN and may be unavailable. If so, go to a hospital on PHB. |
| You have no NIN and lost your phone | Go to a hospital front desk. Changing your registered number is not available yet. |
| The app keeps signing you out | It locks after a short idle time. See [Sessions and timeouts](/account/sessions-and-timeouts). |

## Staff

| Problem | What to do |
| - | - |
| Forgot your password | There is no self-service reset. Ask your owner or admin for **Reset password**. See [Forgot password or lost authenticator](/account/forgot-password-or-lost-authenticator). |
| Lost your authenticator app | Ask your owner or admin for **Reset two-factor**. |
| **Verification failed.** | The code was wrong or expired. Wait for a fresh code. Make sure your phone's time is set automatically. |
| **This sign-in attempt expired.** | Start again. |
| **This staff account is not active.** | You are suspended, on leave or offboarded. Ask your owner or admin. |
| **No facility access** | You have no role at any facility. Ask your owner or admin. |
| You are a nurse and can't find your sign-in page | Use `/hospital/login`. |
| You signed in but landed in the wrong place | See [Access denied and missing menus](/troubleshooting/access-denied-and-missing-menus). |
| After a timeout you were sent to the patient sign-in | Known issue on some lab and nursing pages. Go to your own sign-in address. |


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