Troubleshooting Portal Access & Form Uploads

I Can't Access the Member Portal

If you're having trouble logging in or accessing your portal:

1. Try a different browser — Chrome and Safari work best. Avoid using in-app browsers (like opening links from Facebook or email apps)
2. Clear your browser cache and cookies — old cached data can cause login issues
3. Try on a different device — if mobile isn't working, try a desktop computer, or vice versa
4. Use the Magic Link option — instead of a password, request a Magic Link from the login page. Check your email (and spam folder) for the link
5. Disable ad blockers or VPNs temporarily, as they can interfere with portal functionality

My Intake Form Won't Load

If the medical intake form is blank, stuck, or won't load:

1. Refresh the page (press Ctrl+R or Cmd+R)
2. Clear your browser cache and try again
3. Use Chrome on a desktop computer — this is the most reliable combination
4. Disable browser extensions — ad blockers and privacy extensions can block the form from loading
5. Check your internet connection — a slow or unstable connection can cause forms to time out

I Can't Upload Photos or Documents

If uploads are failing (ID, full body photo, labs, prescriptions):

• Check file size — files should be under 10MB. If your photo is too large, try taking a new one at a lower resolution
• Check file format — JPG, PNG, and PDF are accepted. HEIC files (iPhone default) may not work — change your iPhone camera settings to JPG or take a screenshot of the photo
• Try a different browser — Chrome typically handles uploads best
• On iPhone: If the upload button does nothing, try using Safari instead of Chrome, or vice versa
• On Android: Make sure you grant camera and file access permissions when prompted

The Refill Button Isn't Working

If you're trying to request a refill but the button doesn't respond:

• You may not be eligible for a refill yet — refills open based on your plan timing
• Try clearing your cache and refreshing
• Try a different browser or device
• If it still doesn't work, email support@coreagerx.com and we can process your refill manually

Still Stuck?

If none of the above fixes work, email support@coreagerx.com with:

• What you're trying to do
• What device and browser you're using
• A screenshot of any error message

We can help troubleshoot or complete the process on our end.