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Overview

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What is login troubleshooting?

Login troubleshooting helps you resolve common issues when accessing your Elation EHR account, including forgotten passwords, locked accounts, and email access problems.

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Why is this important?

Quick resolution of login issues ensures you can access patient records and continue providing care without unnecessary delays. Understanding who to contact—your practice admin first, then Elation Support—helps resolve issues faster.

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Who controls user access?

PRACTICE ADMIN RESPONSIBILITY Practice admins manage invites, deactivation, reactivation, and login unlocks; Elation Support only steps in when no active admin can perform these actions.
Your practice’s Admin Level Users are the primary owners of account access decisions. For login issues, your practice admin should be your first point of contact. Admins can:
  • Confirm whether your account is active or disabled (disabled accounts cannot log in)
  • Unlock your account after failed login attempts
  • Reset MFA if you lose access to your authentication device
  • Re-enable a previously disabled account
If you’re unsure who your practice admin is, ask a colleague or check with your practice manager. Most practices designate the practice owner or office manager as an Admin Level User.

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When to contact Elation Support

Contact Elation Support only when:
  • Your practice does not have an active Admin Level User.
  • All admins are locked out and cannot help each other.
  • Your admin cannot access Settings → Manage Accounts due to a technical issue.
For more about how MFA works and how to choose authentication factors, see Multi-Factor Authentication Introduction, and for general security guidance see Best practices for keeping your Elation account secure.

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Workflow Instructions

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Accessing the Elation EHR login page

The Elation EHR Login website is https://app.elationemr.com/login/. Please make sure you are accessing the website from a Google Chrome or Mozilla Firefox browser on your desktop as Elation is only compatible with these two desktop web browsers.

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Recovering your login email

Your Elation EHR Login email is the email you use to sign in to your account and is usually the email that the Elation Team uses to communicate with you. If you do not remember your login email or you no longer have access to your login email, click here to contact the Support Team for assistance. Provide Elation with the following information to expedite the conversation:
  • Your full name
  • Your Practice’s name
  • Your best call back number

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Resetting your password

Your Elation EHR login password is the password you entered when you first registered for your Elation EHR account. The password is a minimum of 12 characters and is case sensitive. If you need to reset your password: 1 Go to https://app.elationemr.com/password/reset/ 2
You must have access to the email address you use for your Elation account in order to reset your password. If you do not have access to this email address, click here to contact the Support Team for further assistance.
Enter your Elation login email address & click Submit Request. 3 You will receive an email in your email inbox from support@elationemr.com with the subject line Elation Password Reset. Click on the link in the email to reset your password. 4 Enter your new password twice & then click Update Password . 5 Click Back to Login Page ( https://app.elationemr.com/login/ ) to login with your email and new password.

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Unlocking a locked account

Each Elation EHR Account has a fail-safe in case anyone maliciously tries to access your Elation account; an Elation account will be locked for 1 hour if there were 10 or more unsuccessful login attempts in a row. If you are the owner of the account and have accidentally locked yourself out:

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Contacting Support

If you are having trouble remembering or accessing your Elation EHR email address or you are having trouble resetting your password, click here to contact the Support Team for further assistance. Provide Elation with the following information to expedite the conversation:
  • Your full name
  • Your Practice’s name
  • Your best call back number

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Frequently Asked Questions

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I was told my account is “disabled”—is that the same as being locked out?

No. These are two different situations:
  • Locked out (temporary): Your account is locked for 1 hour after 10 or more failed login attempts. An admin can unlock it immediately, or you can wait 1 hour and try again.
  • Disabled (Admin action): A practice admin intentionally turned off your account. You cannot log in until an admin re-enables it. This typically happens when someone leaves the practice or no longer needs access.
If you’re unsure which situation applies to you, contact your practice admin. Elation Support cannot override a practice’s decision to disable an account—only your practice admin can re-enable it. Invitation links expire after a set period. If you click Get Started in your welcome email and see a message that the link is not valid, follow these steps:
If your practice does not have an active Admin Level User available to help, contact Elation Support for assistance.

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I clicked “Forgot Password?” and got a message that my email address has not been confirmed. What do I do?

This means you haven’t completed your account’s initial setup yet — Forgot Password? only works for accounts that have already been activated. Look for the welcome email from Elation and click Get Started to complete setup. If you can’t find that email or the link says it’s not valid, follow the steps above for a “this link is not valid” message.