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Troubleshooting Login and Account Lockouts (Non-MFA) in Elation EHR

Use this guide to resolve common sign‑in problems and account lockouts that are not related to multi‑factor authentication (MFA). If your issue involves verification codes, authenticators, or second‑factor prompts, see our MFA guides instead.

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What this article covers

This article covers login errors, forgotten passwords, locked accounts, browser compatibility, and email access issues that are not related to MFA challenges.

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First checks

  • Use the correct login page: https://app.elationemr.com/login/ and a supported desktop browser (Google Chrome or Mozilla Firefox).
  • Check the Elation Status Page for any active service disruptions; if all systems are Operational and you still can’t sign in, continue below.
  • Verify you’re using the correct login email. If you don’t remember it or no longer have access to that inbox, contact Support with your full name, practice name, and best callback number.

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Reset your password (fastest fix)

  • Go to https://app.elationemr.com/password/reset/, enter your Elation login email, and submit. You’ll receive an email from support@elationemr.com titled “Elation Password Reset.” Follow the link to set a new password, then return to the login page to sign in.
  • If you don’t receive the reset email, check Spam/Junk and try again; make sure you entered the email tied to your Elation account. If you still can’t access that inbox, contact Support for assistance.
Elation passwords must be at least 12 characters and are case‑sensitive.

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If you’re locked out

  • For your security, an account locks for one hour after 10 unsuccessful login attempts in a row.
  • Ask an Admin Level User at your practice to unlock your account:
    • Admin signs into Elation → Settings → Manage Accounts → clicks “Unlock…” next to your name. Afterwards, check your email for a password reset and update your password.
  • If an Admin isn’t available, contact Elation Support to unlock your account and complete a secure password reset.

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If you can’t access or confirm your login email

  • Try to locate your Elation login email by searching for past messages from support@elationemr.com such as “Your Elation Account is Ready!” or credentialing reminders you received during setup.
  • If you no longer have access to the email address on file, contact Support for help regaining access to your account and updating your login email.

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New users who haven’t activated their account

  • If you haven’t completed registration, look for the invitation email “Welcome to Elation! Quickly complete your account setup” and click Get Started to finish setup.
  • An Admin Level User can resend your invite via Settings → Manage Accounts → Inactive Users → Resend invite.

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Browser and device tips

  • Elation EHR is supported on desktop Chrome and Firefox. If you’re using a different browser or a mobile web browser, switch to a supported desktop browser and retry.

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Not an MFA issue? How to tell

If you’re not seeing prompts for a verification code or authenticator approval and only the email/password screen fails, follow the steps above. If the problem is the verification step itself, use our MFA setup, update, or reset guides.

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When to contact Elation Support

Contact Elation Support and include:
  • Your full name
  • Practice name
  • Best callback number
  • Your login email (if known)
  • A brief description of the error (and any on‑screen messages)
Reach Support from within Elation or at https://help.elationemr.com/s/contactsupport.