Hi there! I understand you're having trouble accessing your prescription because the passcode isn't working. Let's see if we can get this sorted out together.

To start, can you tell me if you are entering the passcode exactly as you received it—case-sensitive, no extra spaces? Also, have you tried any steps already, such as resetting or requesting a new passcode?

Meanwhile, here’s a quick step-by-step you can try:

1. Double-check the passcode you received via SMS or email for any typos or extra spaces.
2. If the passcode was entered incorrectly multiple times, sometimes the system locks you out temporarily—waiting for an hour might help if that’s the case.
3. Try closing the HealthEngine app or browser tab completely, then reopen and try entering the passcode again.
4. If the passcode still doesn’t work, you may want to request a new prescription token or passcode from your healthcare provider or through the HealthEngine app’s “Add a new ePrescription” section under "My Health"3.
5. Also, make sure your app is updated to the latest version to avoid any glitches.

Could you try these and let me know what happens? If the problem persists, we can look into your account status and any potential lockouts or server issues.

Are you currently using the HealthEngine app or accessing this through a web browser on your Windows 10 device? That info will help me tailor the next steps.

I cannot progress and get a verification code and just get a message something went wrong.

Thanks for the extra info. So when you try to get a verification code, you see an error message saying “something went wrong,” right? That suggests the code isn’t even being sent to you properly.

Let me ask a few questions to narrow this down:

1. Are you using the HealthEngine app on your Windows 10 device’s browser, or is this through the app on a mobile device?
2. Have you recently tried to request multiple codes? Sometimes, if you enter verification codes incorrectly too many times, the system temporarily blocks new requests for a period (anywhere from 3 to 24 hours)1.
3. Are you connected via any VPN or proxy service? Sometimes VPNs can interfere with receiving verification codes2.
4. Have you confirmed that the phone number or email you entered to receive the code is correct and up to date?9

Here’s what you can try next:

- If you suspect too many attempts, wait at least an hour before trying again to request a new code.
- Disable any VPN or proxy service you may be using.
- Clear your browser cache and cookies to rule out any corrupted session data. In Windows 10 with WebKit-based browsers, you can usually do this via Settings > Privacy > Clear browsing data.
- Make sure your device’s date and time settings are correct, as incorrect times can sometimes affect secure verification processes.
- If you’re on the app, try uninstalling and reinstalling it to ensure it’s up to date and functioning properly.

If none of this works, it might be worth contacting HealthEngine support directly to check if there’s a temporary system issue or your account is locked, as they can provide a reset or further help.

Shall I guide you through clearing the cache or disabling VPN, or would you like to try waiting and see if that resolves it first?

Healthengine app troubleshooting steps

Thanks for asking about troubleshooting common issues with the HealthEngine app. Here are some straightforward steps to try that can often resolve typical problems like trouble logging in or verification errors:

1. Restart the App and Device
Fully close the HealthEngine app or browser tab on your Windows 10 device, then reopen it. If the problem persists, try restarting your device.

2. Check Your Internet Connection
Ensure you have a stable internet connection. Try switching between Wi-Fi and mobile data or resetting your router if possible.

3. Clear Browser Cache and Cookies
Sometimes corrupted cache or cookies cause issues. On your Windows 10 browser, go to Settings > Privacy > Clear browsing data, then clear cache and cookies.

4. Confirm Your Passcode or Details
Double-check the passcode or verification details for accuracy—no extra spaces or typos.

5. Update the App or Browser
Make sure the HealthEngine app or your browser is updated to the latest version to avoid compatibility issues.

6. Reinstall the App (if using the app)
Uninstall and reinstall the HealthEngine app to refresh all files.

7. Check for Account or Server Issues
If you still see "something went wrong," there might be an account lockout or temporary server issue. In that case, contacting HealthEngine support for account verification and assistance is recommended:
HealthEngine Contact Support

If you want, I can guide you step-by-step through any of these. Let me know which step you'd like to try first or if you’ve already tried some of these.

Are you accessing the service via the app or a web browser on your Windows 10 device? This helps me tailor the instructions better.