TABLE OF CONTENTS

Messaging with your care team is done through Spruce, a third-party HIPAA-compliant healthcare communication platform. Support on using the Spruce platform can be found on the Spruce FAQs. Please try the tips included in the FAQs for resolution with Spruce. If you are unable to get support from Spruce at [email protected], please email us at [email protected]. 


I'm having difficulty logging in to my existing Spruce account

Step 1
Go to https://app.sprucehealth.com/forgot-password.

      

Step 2
Enter the email address you used to sign up for Spruce.

   

Step 3
Check your email for an email from Spruce that will prompt you to change your password. Be sure to check your spam folder to make sure that the email is not getting filtered out from your inbox. 

   

Step 4
Click on the button that says "Reset Password" in that email.

 

Step 5
You will be prompted to receive a verification code via text message to the mobile number associated with your Spruce account. Enter that verification code on the next page.

 

Step 6
Set a new password.


If you have changed your mobile phone number or can no longer receive text messages to the number associated with your account, the fastest way would be to reach out to your doctor's office to have them edit your mobile number in the Spruce app. 


Alternatively, please email [email protected]. Include the email address associated with your Spruce account, your old phone number, and your new phone number. Once we receive that information we will have you reply back to confirm your identity. We will ask you to send us a picture of your face next to your photo ID (driver's license, passport, or government-issued ID). We only use this information to protect the security of your account by verifying your identity. It will never be shared.


What if I can’t log in right before my appointment?

Make sure you are entering the correct email and password you used to sign up. If you forgot your password, try resetting it. If you are having trouble logging in before your appointment and are more than 10 minutes late for your appointment, your Care Team can assist in rescheduling you for the next available appointment. Please let us know you had trouble logging in as the reason for missing your appointment. 


What if I’m having trouble with my verification code?

I can’t access my phone to retrieve the verification code

Email Spruce support at [email protected] from the email address associated with your Spruce account, describing your situation. Please include in your email the following information:

  • Your full name

  • A picture of your face next to your photo ID (e.g., driver's license, passport, or government-issued ID)

  • The mobile number associated with your account


I have a new number and can’t receive verification code

Email Spruce support at [email protected] from the email address associated with your Spruce account, using the subject line 'Request to update Phone Number'. Please include in your email the following information:

  • Your full name

  • A picture of your face next to your photo ID (e.g., driver's license, passport, or government-issued ID)

  • Your old mobile number 

  • Your new mobile number


I did not receive my verification code

Wait 5 minutes, then use the back arrow to return to the previous screen and select “next”.  Wait another 5 minutes, if you still don’t receive the code, restart your phone and try to log in again. If you have tried all of the above and are still having trouble logging in, e-mail Spruce support at [email protected] with, Subject Line: Did Not Receive Verification Code, and let us know your situation


I need to reset my password

If you receive the error that your password is incorrect, follow the “Forgot password” link.


If you have tried all of the above and are still having trouble logging in, e-mail Spruce support at [email protected] with, Subject Line: Trouble Logging In, and let us know your situation. 


My video is not working

Check out these tips on trouble shooting video calling in Spruce.