Your email was saved with a capital letter or a space, and sign-in could not find it

What happened. Some accounts created before late October kept the email exactly as it was typed, and a phone often capitalises the first letter or adds a space after the address. The sign-in page compared the typed email with the stored one letter for letter, so Jane.Doe@example.com with a space at the end never matched jane.doe@example.com, and the person was told there was no account.

Signing in now ignores letter case. Type your email any way you like; the sign-in, the reset link, Find my sign-in and the emailed sign-in link all compare the address in lower case. If you still cannot get in, write to support from the Contact pages with the email you used when you joined, and say whose circle you belong to (the patient's first name is enough).

What ExpressAgain support can see and do. Support can look an account up by part of a name or email and see the email exactly as it is stored, with every capital letter and every space made visible, whether the account owns a circle or manages another family's circle, when it last signed in, and whether a password is set. Nobody at ExpressAgain can see a password. Support can then save the email cleanly, in lower case with the spaces removed, or correct a mistyped address to the one you really read (one wrong letter is enough to send every link to an inbox nobody opens), unless another account already signs in with that address, and can email you a sign-in link that works once and expires in one hour. Each of those actions is recorded, with who did it and on which account, never the address itself.

After the fix. Sign in with the clean address or tap the link in the email; the link opens your own account with no password. If you would like a password, set one through Forgot your password once you are in, or ask support to send the reset.