I can't sign in

I forgot my password

Use Olvidé mi contraseña on the sign-in screen. An email arrives with a link to change it.

If it doesn't arrive: check spam, and confirm you're typing the same address you registered with. A different address doesn't produce an error — nothing simply arrives.

I lost the phone with my second factor

Without the app that generates the code you can't get in on your own. There is no way to bypass it from the dashboard — if there were, the second factor would be worthless.

Write to hola@pingclinica.com from the account's email address. We verify your identity outside the system and remove the factor so you can set it up again. It isn't instant, and that's on purpose.

If the clinic has another administrator, the fastest route is usually for them to remove you from the team and re-invite you.

My invitation doesn't work

"The invitation expired" — they last 7 days from creation. Resending doesn't extend that. Ask the administrator to revoke it and create a new one.

"The email doesn't match" — you must register with exactly the address the invitation was sent to. If they invited recepcion@clinica.com and you created the account with your personal Gmail, you won't be able to accept it. Register the correct address or ask for a new invitation to the one you actually use.

The email never arrived — the administrator can copy the link from Team and send it to you over WhatsApp. It works identically.

I sign in and get sent back to the clinic registration screen

Your account exists but isn't attached to a clinic yet. Two causes:

• The request is still pending approval. Wait for the email.
• You were removed from the team. Ask an administrator to invite you again.

I was removed but I can still get in

This can persist for up to an hour. New actions are already blocked, but an open session takes time to close. If you need an immediate cut for a sensitive reason, write to us.

The dashboard loads blank or hangs

In order:

1. Reload with a clean cache: Cmd+Shift+R on Mac, Ctrl+F5 on Windows.
2. Try a private window, to rule out a browser extension.
3. Try a different browser.

If it fails in all of them, write to us and tell us which browser you use and which screen you were opening.