TROUBLESHOOTING · SECURITY & ACCOUNT
Help with Export and account records
This page focuses on the guide you were reading. Work through the relevant checks below, then send us a question if the issue is still unresolved.
01
Start with your export and account records setup
These are checks drawn from this feature's own instructions.
- Open the available export or reporting section.
- Choose the authorized dataset and time range.
- Review file contents in a private location.
- Store and share exported records securely.
- Clinical exports belong to the protected RL Health workflow.
- Use least-privilege access and appropriate retention controls.
02
Common problems in Security & account
Choose the problem closest to what you are seeing. Each one includes practical checks and a safe next step.
Sign-in or verification is blocked
- Use the intended account and current sign-in method.
- Check whether the authenticator, passkey, or verification flow is still valid.
- Avoid repeatedly attempting a sensitive action while the account is locked.
Never send one-time codes, passwords, recovery keys, or security tokens to support.
A permission or data-access action is denied
- Review the current role and business context.
- Confirm the action is available on that plan and rollout stage.
- Check whether a separate RL Health permission is required.
Do not circumvent access boundaries to complete the task.
03
Still not resolved?
When you contact support, tell us what you expected, what happened instead, the non-sensitive error text (if any), and roughly when it occurred. The form will automatically include Export and account records as the topic.
Please do not include passwords, security codes, payment card details, client health records, or any other sensitive information.