At Heidi Health, we aim to ensure seamless connectivity for our users. If you encounter any issues related to our backend services, here’s how to address them:
Backend Hosting Information
Our backend services are hosted on a subdomain of https://heidihealth.com. For instance, if your selected region is Australia, the backend domain will be:
👉 https://au.api.heidihealth.com
Additionally, you will need to whitelist:
👉 https://heidi.kinde.com
Resolving the "Error Fetching User Data"
If you encounter an "Error Fetching User Data," the issue might be caused by your firewall blocking access to our backend services. To resolve this:
Contact your IT team or firewall administrator.
Request to whitelist all traffic to and from:
https://heidihealth.comand all its subdomains.https://heidi.kinde.com
This should restore connectivity.
Troubleshooting Login Issues
Users may encounter login issues including trouble signing in after being logged out, unreceived password reset emails, getting stuck on loading screens, account access problems with linked platforms such as Apple ID, or difficulties following browser cache clearing.
"No URL Found" Error or Trouble Logging in with Email
This error may occur if you're attempting to log in via the incorrect URL. To resolve:
Use the following link to access the correct login page:
👉 https://scribe.heidihealth.comClick Sign In and proceed with your login details.
If the issue persists, our team is here to help! Contact us at:
👉 support@heidihealth.com.au or via the Help button in app.
Linked Third-Party Accounts (e.g., Apple ID)
If your account is associated with a service such as Apple ID, traditional password resets will not apply. Instead, use the 'Sign in with Apple' option on the login screen and ensure the correct third-party account is active on your device.
Stuck on Loading Screen
If you find yourself stuck on a loading page, try these steps:
Log out and clear your browser's cache and cookies.
Return to Heidi Health through scribe.heidihealth.com/scribe
If the issue continues, note down any error codes or browser links, and reach out to support for assistance.
Cache and Cookie Clearing
Cache and cookie buildup can block login processes. To address this:
Sign out of Heidi Health.
Use your browser's settings to clear its cache and cookies.
Try logging back in to check if the issue is resolved.
Enabling Auto-Fill for Login Credentials
Save your login credentials for quick and secure access in future sessions. Enable auto-fill in Chrome or the Heidi app within the browser or device settings.