Use this guide when you cannot sign in to Care Diary, do not receive emails, or get stuck on company selection or verification.
Incorrect email or password
Check that you are using the email address registered in Care Diary.
Use Reset your password if you have forgotten your password.
After several failed attempts, wait a moment and try again.
Not receiving emails
Reset-password and two-factor emails can land in junk or spam. Check those folders first. For reset-password mail specifically, see I am not receiving the reset password email?.
For a 2FA code:
Confirm the email on your Care Diary profile is correct and accessible.
Wait for the countdown, then select Resend (about one new code per minute).
Do not share the code with anyone.
Stuck on Select your company
Choose the company you need, then select Continue.
Use Back to login if you signed in with the wrong account.
Stuck on the verification code
Enter the latest 6-digit code from your email.
Request a new code with Resend if the previous one expired (codes are valid for a limited time).
Session ended unexpectedly
If you are returned to the login page, or the app shows Session expired!, sign in again. See Understand session expiry.
Related guides
How to log in — Normal sign-in steps.
Reset your password — Reset your password.
Log out of Care Diary — Log out of Care Diary on purpose.