Troubleshooting & FAQ
Common issues, browser compatibility, data privacy, and how to get support
Account & Login
I can't sign up
- Check your invite code — codes are single-use and clinic-specific
- Email already registered — use the login page instead
- Code expired — ask your clinic admin for a new one
My sign-in code didn't arrive
Patients sign in to the Metrily app with a one-time passcode sent by email.
- Check your inbox and spam/junk folder
- Make sure you entered the same email your account uses
- Wait a moment and request a new code
- Still stuck? Choose Continue with password if you've set one, or contact support
I forgot my password
- Go to the login page and select Forgot password
- Enter your email
- Check your inbox (and spam folder) for a reset code
- Enter the code and set a new password
My two-factor (2FA) code isn't working
For clinicians and admins using an authenticator app:
- Make sure your device's clock is set to update automatically (codes are time-based)
- Enter the current code before it refreshes
- If you've lost access to your authenticator, contact support@mymetrichealth.com
I'm being logged out unexpectedly
MetricHealth signs you out after a period of inactivity for security. You'll see a warning first — interact with the app before the timer expires to stay signed in.
Assessments
I don't see any assessments
- New patient? Complete your onboarding questionnaire first
- All completed? Your home screen may be empty until new ones are assigned
- Expired? Ask your clinician to re-assign
I started an assessment but can't finish it
- Check your internet connection
- Try closing and reopening the app (or refreshing the page)
- Contact support@mymetrichealth.com if the issue persists
My assessment expired
Each assessment has a due date. If you miss it, ask your clinician to re-assign. Responses can't be submitted after expiration.
Clinician Issues
I can't see any patients
- Pending approval — your clinic admin must approve your account first
- No patients yet — patients may not have registered
Assessment assignment failed
- Duplicate check — a patient may already have the same active assessment
- Partial success — when bulk assigning, some may succeed while others fail; you'll see a report
Export is empty
- Make sure your filter selection includes data
- Clear all filters and retry
Browser Compatibility
The web portal (for clinicians and admins) supports current versions of major browsers:
| Browser | Supported |
|---|---|
| Chrome (latest) | Yes |
| Safari (latest) | Yes |
| Firefox (latest) | Yes |
| Edge (latest) | Yes |
| Internet Explorer | No |
Recommended: 768px+ screen, stable internet, JavaScript enabled. Patients use the Metrily mobile app on iOS or Android.
Data & Privacy
Is my data secure?
Yes. MetricHealth uses encrypted, HIPAA-aligned infrastructure with encryption of data at rest and in transit, role-based access control, audit logging, and automatic session timeout.
Who can see my data?
- Patients — their own assessments and results only
- Clinicians — patients in their clinic
- Clinic admins — all patients and clinicians in their clinic
- MetricHealth support — only when needed to help you, and only as permitted by your clinic
Can I delete my account?
Patients can request account deletion from the app under Settings. Data may be retained per your clinic's compliance and retention requirements. For help, contact support@mymetrichealth.com.
Contact Support
| Channel | Details |
|---|---|
| support@mymetrichealth.com | |
| Response time | Within 1 business day |
| Include | Your name, clinic name, and a description of the issue |