1. Update Paratus

Make sure you're running the latest version of the app so you benefit from the newest fixes and performance improvements.

2. Check your credentials

Confirm you’re entering the correct email and password, even if you recently reset them, to avoid simple typos blocking access.

3. Reinstall if it still fails

If your credentials are correct but you still can’t sign in, uninstall Paratus and reinstall it from the App Store or Google Play, then try logging in again.

Follow the walkthrough below for a step-by-step reinstall flow.

See the iOS video guide

See the Android video guide

4. Still can't log in?

Emergency access - Get immediate access without logging in.

• Tap “Trouble signing in” on the login screen.
• Select “Activate Emergency access” to open the app instantly.

When you see the "Oups" error, it usually means something went wrong while loading the app or your data. Please close and reopen the app, check your internet connection, and try again. If the error keeps appearing, take a screenshot and send it to us through the support form.

Can't log in?

Emergency access - Get immediate access without logging in.

• Tap “Trouble signing in” on the login screen.
• Select “Activate Emergency access” to open the app instantly.

Hospital or enterprise networks with strict firewalls can block access to Paratus services.

Common network issues

• Hospital firewalls blocking our authentication servers
• VPN or proxy interference during login
• Restricted Wi-Fi that requires extra authentication steps

Try these solutions

• Switch temporarily to mobile data or another Wi-Fi network
• Disable any VPN or proxy while you sign in
• Ask your IT team to whitelist
• Use cellular data if Wi-Fi continues to fail