Signing In to Owl: Troubleshooting

If you are having problems signing in to Owl, please read the steps below. If this is your first time signing in to Owl, please read Signing In to Owl: Setting Up Your Account.

Signing In to Owl: Troubleshooting 

In order to sign in to Owl, you need to enter your correct username and password into the Sign In page. 

If you are unable to sign in, it most likely means that either your username or your password is incorrect. Unfortunately, we can’t tell you which one. We know it’s frustrating, but your information is important to us so we need to protect it! If you are having problems signing in, try to retrieve your username by following the steps below.

Forgot username

1. Click “Forgot username?” (under the Username box on the main Sign In page) 
2. Enter the email address or mobile number that is associated with your Owl account
3. Click “Send Username” 
4. Check your email or texts (depending on what you entered) for your username. Sometimes reminders can take a couple of minutes to arrive. Be sure to check your spam folder!
5. Use the username that you just received and your password to sign in to Owl

If you share an email or phone number with someone else who uses Owl, you will receive both usernames in the username reminder. The reminder will specify which username belongs to which account.

If you are still unable to login with the username that you received in the reminder, that means that it is probably your password that is incorrect. Please follow the Forgot Password steps below.

Forgot Password

1. Click “Forgot password?” (under the Password box on the main Sign In page)
2. Enter the email address or mobile number that is associated with your Owl account
3. Click “Send Code”
4. Check your email or texts (depending on what you entered) for an access code. Sometimes they take a couple of minutes to arrive. Be sure to check your spam folder!
5. Enter the access code into the space provided in Owl and click “Continue”. Or, you can click the link that is included in the email or text. That link will verify your account and take you directly to the next step, without having to enter the access code.
6. Create a new password
7. Use you username and your new password to sign in to Owl

If you are still having issues signing in, please look at the Frequently Asked Questions below.

Frequently Asked Questions:

I am not receiving my access code. What should I do?

If you are not receiving an access code, there are a couple of reasons why this might be happening. 

1. The first case is that the access code might just be delayed. We know that we mentioned it above, but sometimes messages take a couple of minutes to arrive.
2. Also, if you used your email, please be sure to check your spam folder. Some phone carriers and email providers have stricter spam filters, which sometimes catch Owl messages. If you provided more than one form of contact to your clinic, you can try the other form than what you’ve tried so far. 
3. If you previously responded “STOP” to an Owl text message (maybe you did not realize it was from Owl), then text messages are no longer being sent. Try texting “START” to (617) 749-2857 and going through the process again.
4. If you’ve waited patiently, have tried again, and tried another form of contact and still haven’t received an access code, send us an email at support@owl.health. We’re sorry for the problems, and will help you as soon as we can!

Why did I receive an invitation to set up my account when I requested my username? 

If the email or text that you received is an account invitation instead of a username, that means that you have not actually set up your Owl account yet and need to do so. Click on the link in the email and follow the steps that are described in the section above: Setting Up Your Owl Account.

Why do I need to select which account? 

If your email or phone number is shared between other people on your care team, you will need to choose which account you would like to set up or reset the password for. After entering your access code, you will see names for the different people who share your email or phone number. Simply click your name and then continue with setting up your account or changing your password. 

I am still having problems signing in to Owl. What should I do?

If you are still having issues signing in, please let us know – we are happy to help you. Please send us an email at support@owl.health and we will get back to you within 24 hours. We appreciate your patience.