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. Once you are in, check your own profile details and change the initial password if one was given to you.
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. 
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 |
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.  
💡 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 gave you an initial password, change it after your first login.
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. 
✅ 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-character 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. 
🔒 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 |
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?
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?
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?
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?
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?
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?
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.