At Heidi Health, we aim to ensure seamless connectivity for our users. If you encounter any issues related to our backend services, here’s how to address them:
Backend Hosting Information
Our backend services are hosted on subdomains of https://heidihealth.com and https://heidi.ai. For instance, if your selected region is Australia, a backend domain will be: https://au.api.heidihealth.com
Additionally, you will need to whitelist:
Resolving the "Error Fetching User Data"
If you encounter an "Error Fetching User Data," the issue might be caused by your firewall blocking access to our backend services. To resolve this:
Contact your IT team or firewall administrator.
Request to whitelist all traffic to and from:
https://heidihealth.comand all its subdomains.https://heidi.ai and all it's subdomains
This should restore connectivity.
Troubleshooting Login Issues
Users may encounter login issues including trouble signing in after being logged out, unreceived password reset emails, getting stuck on loading screens, account access problems with linked platforms such as Apple ID, or difficulties following browser cache clearing.
Additionally, for users who have accounts managed by their organisation, enterprise SSO and permission-based errors, such as those related to Microsoft Entra/Azure AD, may also occur.
"No URL Found" Error or Trouble Logging in with Email
This error may occur if you're attempting to log in via the incorrect URL. To resolve:
Use the following link to access the correct login page: https://scribe.heidihealth.com
Click Sign In and proceed with your login details.
If the issue persists, our team is here to help! Contact us at:
👉 [email protected] or via the Help button in app.
Linked Third-Party Accounts (e.g., Apple ID)
If your account is associated with a service such as Apple ID, traditional password resets will not apply. Instead, use the 'Sign in with Apple' option on the login screen and ensure the correct third-party account is active on your device.
Stuck on Loading Screen
If you find yourself stuck on a loading page, try these steps:
Log out and clear your browser's cache and cookies.
Return to Heidi Health through scribe.heidihealth.com/scribe
If the issue continues, note down any error codes or browser links, and reach out to support for assistance.
Cache and Cookie Clearing
Cache and cookie buildup can block login processes. To address this:
Sign out of Heidi Health.
Use your browser's settings to clear its cache and cookies.
Try logging back in to check if the issue is resolved.
Enabling Auto-Fill for Login Credentials
Save your login credentials for quick and secure access in future sessions. Enable auto-fill in Chrome or the Heidi app within the browser or device settings.
Enterprise SSO and Permission-Based Access Errors
If you encounter login errors or access issues while trying to use Heidi Health and you are part of an account administered by an organisation, these problems are some times related to your account not being granted the necessary permissions. Below, we outline common error messages and steps to resolve them.
Common Error Messages and Their Meanings
Error: AADSTS50105 This error indicates that access to the Heidi Health application is blocked because your account has not been assigned the required permissions. This restriction is typically configured by your organisation’s administrator.
Error: Administrator Hasn’t Assigned Access This message means that your administrator has not yet assigned you access to the Heidi Health application. Without this assignment, you will not be able to log in.
Microsoft Entra/Azure AD Error Blocking Access This error occurs when your organisation’s Microsoft Entra (Azure AD) configuration blocks access because your user account or group hasn’t been granted access to the Heidi SSO Enterprise Application.
Steps to Resolve Access Issues
Contact Your IT Department or Administrator - If you see the error AADSTS50105, ask your IT department to add your account to the SSO Production Application. This will grant you the necessary permissions to log in.
Coordinate with Your Project Manager or Administrator - If you receive a message stating that your administrator hasn’t assigned you access, reach out to your Project Manager or designated administrator. They can set up the required permissions for your account.
Complete the Provider Enrollment Survey - For some users, access to Heidi Health may require completing a provider enrollment survey specific to your organisation. Once the survey is submitted, your organisation’s administrators will assign access, and you will receive an onboarding email with login instructions.
Request Access Through Microsoft Entra/Azure AD - If you encounter a Microsoft Entra/Azure AD error, ask your administrator to assign either your individual user account or the appropriate security group to the “Heidi SSO” Enterprise Application. Once the assignment is made, try signing in again to confirm access.
Additional Tips
Ensure you are using the correct login credentials provided by your organisation.
If you are unsure who to contact, check with your organisation’s IT support team for guidance.