Passwords & Login FAQ

How you log in to HealthTrack depends on how your practice is set up. Common login methods include:

• Windows account — users first log in to their dedicated Windows profile on their computer. Since the user has now been validated, they can launch HealthTrack without any further login requirements.
• HealthTrack Authentication — for users on shared workstations, each user can have their own username and password to enter when they launch HealthTrack.
• HealthTrack Cloud — for HealthTrack Cloud users, they can log in to the Cloud Startup app when launching HealthTrack. This can be set to remember the user for up to 14 days on this workstation.

Clinicians who use ePrescribing may still be required to enter a password when starting HealthTrack.

This article answers the most common questions about passwords, locked accounts, and HealthTrack closing on its own after a quiet period.

How do I change or reset my password?

If your practice uses HealthTrack Authentication, you can change your own password from inside HealthTrack using File > Set Password option. You will need to enter your current password first. If you have forgotten your password, you may need to ask your Practice Manager for assistance to reset your password.

If HealthTrack opens using your Windows account, there is no HealthTrack password to change. Your password is your Windows password, which may be managed by your practice's nominated IT Provider.

If you log in with a HealthTrack Cloud account, your password belongs to your cloud account rather than to HealthTrack itself. Use the Forgot your password? option when logging in to reset your password.

My account is locked. How do I unlock it?

For HealthTrack Authentication, the account may be locked if too many attempts with an incorrect password are made. A locked account never unlocks on its own, and you should speak with your Practice Manager to reset your password and unlock the account.

By default, there is no limit to how many times you can enter an incorrect password. Please contact HealthTrack Support if you wish to impose a limit on the number of failed attempts that can be made before locking an account.

Why was my new password rejected?

For HealthTrack Authentication and ePrescribing, your practice may impose some rules to increase the security of your password. This may include any of the following:

• a minimum length (e.g. 8 characters)
• a minimum number of letters (A - Z)
• a minimum number of numbers (0 - 9)
• a minimum number of symbols
• a ban on reusing a recent password

If a new password is rejected, it either does not meet those rules or matches one you have used recently. Your Practice Manager can tell you which rules apply at your practice.

For HealthTrack Cloud, your password may require the following:

• a minimum of 8 characters
• a lowercase letter (a - z)
• an uppercase letter (A - Z)
• a number (0 - 9)
• a symbol or space

Why am I being asked to change my password when I log in?

For HealthTrack Authentication, your practice can require passwords to be reset after a nominated number of days. When your password has expired, HealthTrack asks you to choose a new one before you can continue. This is expected behaviour, not a fault.

Why did HealthTrack close by itself?

Practices can set a timeout to close HealthTrack if it is unused for a period of time. If HealthTrack sees no activity for the set period, it shows a warning one minute before the deadline and then closes completely.

This is a full close, not a lock screen. Open HealthTrack again and log in as normal.

How do I log off or switch users?

For HealthTrack Authentication, closing HealthTrack is how you log off.

For Windows accounts, HealthTrack will always automatically log in when launched. If another person uses this computer, you will need to lock or log off your Windows account to allow another person to log in with their own Windows account and subsequently, their HealthTrack profile.

For HealthTrack Cloud, when you close HealthTrack, you can uncheck the Remember cloud login to log out completely. This will require a user to log in with their email address, password, and phone the next time HealthTrack is launched.

Why is the doctor asked for a password when nobody else is?

ePrescribing conformance requires prescribers to enter their credentials every time they log in, even at practices where everyone else logs in with their Windows account. The doctor's username is filled in automatically and only the password is needed. This is expected behaviour.