Getting a new team member into Lupa should be simple: they need the right email address, a secure password, and a staff profile that is already connected to the correct practice locations. This guide covers the access-only part of getting started: logging in, changing or recovering a password, checking your own details, and signing out safely on shared clinic devices.

💡 In short: Ask your manager to create your staff profile first, then log in with your email and password. If your manager set a password for you, Lupa will ask you to choose a new one before you can go any further. Once you are in, check your own profile details.

Before You Begin

🔒 Who can set this up: A manager or administrator creates your staff profile before you log in for the first time. They will usually give you your login email and an initial password.

What you need	Why it matters
Your Lupa login email	This is the email on your staff profile. It is the username you use on the login page.
Your initial password	Your manager may set this when creating your staff profile. Change it after your first login if it was shared with you.
Store or company access	Your account needs to be linked to at least one store. If it is not, Lupa shows an account-linking message after login.
A modern browser	Use the browser your practice normally uses for Lupa, ideally on a secure, managed clinic device.

Logging In for the First Time

Step 1: Open the Login Page

Open the Lupa web app link supplied by your practice.
If you are not already signed in, Lupa opens the Log In page.
If you land elsewhere, go to /auth/login on your Lupa web app domain. ![Screenshot needed: the Lupa Log In page showing the Email field, Password field, Forgot password? link, Register link, and Log In button](Screenshot needed)

Step 2: Enter Your Details

In Email, enter the email address on your staff profile.
In Password, enter the password supplied by your manager.
Click Log In.

Field or action	What to use it for
Email	Your work email address as entered on your staff profile.
Password	Your current Lupa password.
Forgot password?	Use this if you cannot remember your password or need to set a new one by email code.
Log In	Submits your email and password.

💡 If Lupa says the email or password is invalid, check for spelling mistakes first, then use Forgot password? or ask your manager to reset your password from staff settings.

Step 3: Let Lupa Load Your Workspace

After a successful login, Lupa loads your practice workspace and the store or company context connected to your account. This can take a few moments while Lupa checks your staff profile, store access, company access, permissions, and preferences.

⚠️ If you see "This account is not linked", your login worked but your staff profile is not linked to a store. Ask your manager to check your staff profile and store assignment before trying again.

First-Time Account Checks

Check Your Profile Details

Click your avatar in the top-right of Lupa.
Select Settings.
Review the details in Edit User Details.
Update your Title, First Name, Last Name, Phone, or avatar if needed.
Click Save. Your email is shown for reference and is not editable from this screen. If your email is wrong, ask a manager or administrator to correct the staff setup. ![Screenshot needed: the account menu opened from the avatar, showing Settings and Log out](Screenshot needed) ![Screenshot needed: the Edit User Details dialog showing Email disabled, Title, First Name, Last Name, Phone, Role, avatar upload, Change Password, and Save](Screenshot needed)

💡 Your role here is your staff role, such as veterinarian, nurse, receptionist, or manager. Detailed permission setup is handled separately by your administrator.

Change an Initial Password

If your manager set a password for you when creating your account, Lupa will stop you at the door and ask you to choose your own before you can do anything else.

When this happens, you will see the message "Your password was set for you. Please choose a new password to continue."

Enter your New Password.
Enter Confirm New Password.
Click Update Password.

Lupa signs you back in automatically and takes you straight into the app.

If you want to leave without resetting — for example, if you logged in on the wrong account — click the back arrow to return to the login page. This signs you out.

![Screenshot needed: the forced password reset screen showing the prompt message, New Password, Confirm New Password, and Update Password button](Screenshot needed)

Changing your password later

If you want to update your password after you are already logged in:

Click your avatar in the top-right of Lupa.
Select Settings.
In Edit User Details, click Change Password.
Enter Current Password.
Enter New Password.
Enter Confirm New Password.
Click Save.

Your new password must be at least 8 characters and include at least one uppercase letter, one lowercase letter, and one number. After the password is changed, Lupa signs you back in with the new password automatically.

![Screenshot needed: the Update Password page showing Current Password, New Password, Confirm New Password, and Save](Screenshot needed)

✅ Best practice: Use a unique password that you do not use for email, banking, supplier portals, or any other practice system.

Recovering a Forgotten Password

Use the password recovery flow when you cannot log in, or when you want to create a new password without asking an administrator to reset it.

Step 1: Start Recovery

Open the Log In page.
Click Forgot password?.
On Recover Password, enter your Email.
Enter a New Password.
Enter Confirm New Password.
Click Continue.

Step 2: Confirm the Email Code

Lupa sends a 6-digit code to the email address you entered.

Open your inbox and check junk or spam if needed.
Enter the code in the recovery form.
Click Submit Code.
If the code does not arrive, click Resend code. After a successful reset, Lupa signs you in with the new password and takes you back into the app. ![Screenshot needed: the Recover Password page with Email, New Password, Confirm New Password, Continue, the 6-digit code entry panel, Resend code, and Submit Code](Screenshot needed)

🔒 For privacy, password recovery does not reliably confirm whether an email address exists. If no code arrives, check the email spelling and ask a manager to confirm which email is on your staff profile.

Signing Out Safely

Always sign out when you finish using Lupa on a shared reception, consult room, treatment, or pharmacy device.

Click your avatar in the top-right of Lupa.
Select Log out.
Wait until the login page appears before leaving the device. When you log out, Lupa clears local session data for that browser. If your practice has automatic logout enabled, Lupa may also sign you out after a period of inactivity.

⚠️ Shared devices need extra care. Signing out of Lupa is separate from locking the computer. Lock the device as well if you are stepping away from a workstation that clients or other staff can reach.

Troubleshooting

Problem	What to do
Lupa is asking me to set a new password before I can do anything	Your manager set a temporary password for your account. Enter a New Password, confirm it, and click Update Password. Lupa will sign you in automatically once you save. If you need to leave, click the back arrow — this signs you out and returns you to the login page.
I cannot log in	Check that you are using the email on your staff profile and the latest password. Then try Forgot password? or ask your manager to reset your password.
I see "Account has been deactivated."	Your staff account has been deactivated. You cannot log in until a manager or administrator reactivates it. Contact your practice manager to restore access.
I see "This account is not linked"	Your account exists but is not linked to a store. Ask your manager to check your staff profile and store assignment.
The Register link does not create my staff account	That link is for new commercial enquiries. Ask your manager to create or update your staff profile in Lupa.
I did not receive a password recovery code	Check junk or spam, confirm the email spelling, then use Resend code. If nothing arrives, ask a manager to confirm the email on your staff profile.
The code says invalid or expired	Use the most recent email code and enter it exactly as shown. If it still fails, click Resend code and try the new code.
My new password is rejected	Use at least 8 characters with uppercase, lowercase, and a number. Avoid common or previously exposed passwords.
I can log in but cannot see a feature I need	Your access may be limited by role, permission, or store assignment. Ask your manager to check permissions rather than creating another account.

Frequently Asked Questions

Can I create my own staff account from the login page?

No. Staff accounts are created by a practice manager or administrator. The Register link on the login page is not the staff setup route.

Can I change my email address?

Not from your own profile settings. If the email on your staff profile is wrong, ask an administrator to review the staff profile setup.

What should I do if I work at more than one location?

Use the same login unless your organisation has told you otherwise. Your manager should assign your staff profile to the correct stores so Lupa can show the right workspace access.

Can an administrator reset my password instead?

Yes. An administrator can reset a staff member's password from the company-level staff directory. You can also use Forgot password? from the login page if you have access to your email inbox.

Will changing my password sign me out?

When you change your own password from inside Lupa, the app re-authenticates you with the new password. If you reset it from the login page, Lupa signs you in after the code is accepted.

Why did Lupa sign me out automatically?

Your practice may have automatic logout enabled for security. This is common on shared clinic workstations and is configured in the Company Layer > Security.

Logging in and first-time setup