Unable to log into app or register new participant

Support
1

Hi! :slight_smile: I am using the Avicenna app on a Motorola G4 phone.

When I try to log in (under a participant account that I already created on another phone), I get an error message stating that the account email is not registered.

When I try to create a new account, I get an error message stating that there is an issue with the server. When I go to https://status.avicennaresearch.com/ it shows all systems are operational.

Could you please help with this?

2

Hi Jeniffer @j.lay
This is Amin from Avicenna and I’ll be glad to assist you with your inquiry.
From the look of things your study setup is invitation only and then you set it to accept only invited participants with a verified email. For more details please check this link as well as the images below

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3

Hi Jennifer @j.lay
I went through this thread again and realized I totally misunderstood your message. I thought you were having issues with study enrollment while apparently your issue is with the Avicenna account registration/access.
Can you please make sure that the email address you enter has all the optional characters (“.”, “+” and anything that comes after + are optional! Yes, if your email address is JenniferLay@gmail.com and I send an email to Jennifer.Lay, Jennifer+Lay or JenniferLay+randomtext you will still receive the email!) and try again.
As for the server issue, our systems didn’t record any downtime, however your connection might have had issues communicating with the server. Please try again and let me know if the issue remains.

Best,
Amin