Healthdirect Australia Help Center

    Troubleshooting: Browser issues during first sign in

    Tips for troubleshooting browser issues for first time sign-in to the Video Call service

    1. If you are unable to sign in, try from another browser. Please see our web browser requirements page for information on supported browsers for various operating systems and devices.

    2. Check if your organisation uses Single Sign On (SSO). If your organisation uses SSO, you will be redirected to your organisation portal once you enter your email address and clinic Next. You will need to use your organisation credentials here, not your Video Call password. Contact your local IT to troubleshoot SSO login issues.

    3. If your organisation does not use SSO, enter your email and use your Video Call password. These are the credentials you created while registering for Video Call. Reminder: Your password must be at least 13 characters long. 

    4. If your organisation does not use SSO and your password does not work, make sure you type in your latest password if you have updated it since creating your account. If the browser autofills your password, don't use this feature and type in your latest password.

    5. If your password does not work, you can reset your password. Click on 'Reset your password' on the Video Call Sign in page and manually enter your email address that is registered with Video Call. You will be sent a password reset link to your inbox and you can create a new password. Alternatively, you can use this link to reset your password.

    Call Video Call Support if steps 3, 4 and 5 do not resolve your sign in issue.

    6.You can also try using an Incognito Tab on the browser:

    How to use private browsing on iPhone and iPad

    • Launch Safari from your Home screen
    • Tap on the show pages button at the bottom right of your screen
    • Tap on Private in the lower left hand corner
    • Tap on done at the bottom right of your screen in the prompt that appears confirming you are in Private Browsing Mode

    The easiest way to open an Incognito window is with the keyboard shortcut combination Ctrl-Shift-N (Windows).

    How to use private browsing using Chrome on Android phone or tablet

    • On your Android phone or tablet, open the Chrome app
    • To the right of the address bar, tap More
    • New Incognito tab    
    • A new window appears. In the top left, check for the Incognito icon

    7. If you are still having issues please contact the Video Call support team.

    Can’t find what you’re looking for?

    Email support

    or speak to the Video Call team on 1800 580 771

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