If a member cannot log in or needs to update their password, there are two quick ways to reset it.
Option 1: Member Resets Their Password (Recommended)
Ask the member to reset their password from the login page.
Go to the Hub login page (in a browser or the mobile app).
Click Forgot Password under the password field.
Enter the email address associated with their account.
Check their email and click Reset Your Password.
Follow the instructions to create a new password.
Once completed, the member can log in using their new password.
Option 2: Reset the Password from the Staff Portal
Staff can also send a password reset email directly from the member’s profile.
Open the member’s profile in the Staff Portal.
Click More Actions.
Select Reset Password.
If multiple email addresses appear, choose the one the member prefers.
Click Send.
The member will receive an email with a Reset Your Password link that allows them to create a new password.
Click Reset Password
If the Member No Longer Has Access to Their Email
If the member cannot access the email address on their profile, please contact support at support@culturello.com with their name and new email address so we can update their account information and assist with the password reset.
Your member will receive a password reset email that looks like this and will be able to reset their password by clicking Reset Your Password
Common Login Issues
If you are experiencing any of the following issues, resetting the password usually resolves the problem.
I forgot my password
I can't log in to my account
My password isn't working
The member can't access their account
The login page says my password is incorrect
A patient is locked out of their account
Follow the password reset steps above to resolve the issue. ✅