Skip to main content
Most sign-in problems come from using a different email address from the one your organisation invited. Find your problem below. Who this page is for: everyone. For the normal steps, see Signing in.
Check your spam or junk folder first. The invitation comes from Elate and has an Open Elate button.If it is not there, ask your office to check the email address on your team member record and send the invitation again. They select Send invite (or Resend invite) for you. Invitations are sent by Organisation Owners, Service Provider Admins and Care Managers.The email is only a way in. Elate links you to your team by your email address, so you can also go to portal.elateuk.com, select Create an account under New to Elate? and sign up with the address your office has on your record.
Elate could not match your account to an invitation, usually because you signed in with a different email address.Do not fill in the form or select Create organisation: that would make a new, empty organisation. Select Sign out, then sign in with the address your invitation was sent to. If you are sure the address is right, ask your office to check the email on your team member record and that they selected Send invite: being added with an email address is not enough to join.It also appears if you selected This is not my organisation or None of these is mine when Elate asked you to join. Nothing changed on your record, so select Sign out and sign in again, and Elate asks you again.
Elate shows Which organisation are you joining? with each invitation, who sent it and the role. Select the Join button with the name of the organisation you work for. Only join an organisation you work for.If none of them is yours, select None of these is mine. Nothing changes on your record, and Elate asks again the next time you sign in. Ask your office to check the email address on your team member record, and ask any other organisation to remove or change theirs.
The Elate Care app shows You’re nearly there and Waiting for your team when your account is ready but is not linked to your team yet.
  • If you used a different email address, tap Use another account and sign in with the invited one.
  • If the address is right, ask your office to invite it, then tap Check again.
  • If you are not joining a team, you can tap Delete my account.
Elate shows Sign-in blocked on the web when you signed in but your workspace could not be opened. The message under the heading says why. For example, it may say your profile does not have an active organisation membership, which usually means your access has been closed, or that the workspace did not load in time.
  • If it says the load timed out, check your internet connection, select Sign out and sign in again.
  • If you have more than one account, select Use another account.
  • Otherwise, ask your office. They can check your account on the Access tab of your team member profile.
Elate needs to confirm your email address before it can link you to your team.
  • On the web, Verify your email asks for the 6-digit code Elate sent you. Enter it in Verification code and select Verify email. Select Resend code if it has not arrived.
  • In the app, Verify your email first means you should verify your address, then sign in again.
Reset it yourself with a code sent to your email. In the Elate Care app, tap Forgot password? after entering your email. On the web, use the sign-in form’s option for a forgotten password. See Reset your password.
Elate links you by the email address of the account you sign in with. With Continue with Google, that is your Google account’s address, so it must be the same address your office invited.Sign out and sign in with the invited address instead. Or ask your office to change the email address on your team member record to your Google address and send the invitation again.
Check the address for typing mistakes and try again. The app gives the same message for any address it cannot use, so ask your office which address they invited.
Sign in once on the web at portal.elateuk.com, then try the app again.
An Organisation Owner or Service Provider Admin can close a team member’s account, for example when they leave. Once it is closed, you cannot sign in or use Elate for that organisation. Every record you made is kept.If it was a mistake, ask them to select Restore account on the Access tab of your team member profile. You can sign in again straight away. Group chats are not rejoined automatically, so ask to be added back to the ones you need.If you asked for your account to be deleted and the request was approved, it is closed straight away and deleted after 30 days unless it is restored. See Deleting your account.
Only on a computer or phone that is yours alone and is protected by a screen lock. Never save it on a shared or office computer, and always sign out of Elate when you finish on one.In the Elate Care app you stay signed in until you sign out. To have the app ask for your fingerprint or face unlock when you open it, and again after it has been in the background for a while, turn on App lock. See App settings.

​
Still stuck?

Ask your office first: they can check the email address on your record and your account on the Access tab. To contact Elate, email info@elateuk.com.