Technical troubleshooting

In this article:


Login issues

Resetting your password

You can reset your password using the Babylon app or web portal.

To reset your password:

  1. Open Babylon App (or Babylon website)
  2. Select Log in
  3. Tap Forgot Password?
  4. Enter your registered email address

You'll receive an email from us with a link to reset your password. Please ensure that your created password is a minimum of 8 characters and includes upper and lower case letters as well as a number.

The password link you receive via email only works once, so in case there is any mistake made during the time of resetting the password it will give you the message about incorrect credentials, you will be required to request a new password reset link.

I haven’t received password reset email

If you haven't received the email after a few minutes, please check your spam or junk folder as it may be in there. If it's not there, please contact our Support Team.

My account has been locked

If you tried to log in to your account and received a message that it's been locked, it's because your credentials were entered incorrectly 5 times. This is for your account security purposes. Your account will be automatically unlocked in 30 minutes. You can then reset your password.


Connection trouble

General tips

Ensure that at the time of your appointment you have a good WiFi or 4G/5G connection for video appointments.

If you have booked a video appointment and the clinician cannot get through with a video call, they will try calling you on the phone number you have provided.

For voice appointments, ensure your registered phone number is correct and that at the time of your appointment you have a good reception.

For a good quality video call via our website, the minimum bandwidth requirement is 300kbps per stream. You can check your bandwidth on

For the best experience: Chrome version 46.0 and above, Mozilla Firefox version 40.0 and above.

Find out how to prepare for your appointment.

The clinician can’t see me or hear me

Ensure you have allowed Babylon to access your microphone and camera.

You can do this in the settings section of your device.

Should you be using the web portal, please ensure that your microphone and inbuilt camera or webcam are switched on, and the correct camera selected. 

I can’t see or hear the clinician

Ensure that your volume is loud enough to hear the doctor.


Technical in-app issues

Please check you have the latest version of the app and try reinstalling the app to fix the problem.

If the issue continues, send us a message describing the issue. Providing us with a screenshot of the error message you see will help us diagnose any issues more efficiently.

If you have a technical problem that we have not answered in our help and support pages, contact our Support Team.

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