Trouble Logging In
How to choose the right PracticeRunner sign-in page for provider, staff, and client portal access.
PracticeRunner has separate sign-in paths for practice staff and clients. If a sign-in link or passkey does not work, first check which page you are using.
Provider, clinician, and staff login
Use the main PracticeRunner login page if you are a provider, clinician, owner, biller, scheduler, supervisor, or admin for a practice.
Staff accounts are created through an onboarding email or practice invitation. They are not open signup accounts.
If your session expired, sign in again with the same method you normally use, such as passkey, Google, Microsoft, or email link, depending on what is enabled for your practice.
If your practice requires passkey setup, Google and Microsoft sign-in are unavailable. Email sign-in links remain an option only when the practice allows them. A physical security key requirement always requires an enrolled external key; an email link or a synced passkey cannot replace it.
Client portal login
Clients should use the portal link for their practice, not the staff login page.
The portal link usually looks like:
https://portal.practicerunner.com/o/[practice-link-name]/
Clients may also open the portal from a secure message, intake request, form request, scheduling link, invoice link, or another email sent by the practice.
Client portal passkeys are separate from staff passkeys. A client passkey saved for the portal does not sign in to the provider or staff app.
If you are a client and cannot get in
Use the link from your practice if you have one. If the link expired, ask the practice to send a new secure link or portal sign-in link.
If you are trying to use a passkey, make sure you are on your practice’s portal sign-in page. Client passkeys work from the portal sign-in flow after portal access has been set up.
If the portal says access is unavailable, contact the practice directly. Portal access depends on the practice’s settings and the access they have granted for messages, scheduling, forms, billing, or other workflows.
If you are staff and cannot get in
Use the same email address tied to your PracticeRunner invitation or staff account.
If you replaced a device, changed passkey managers, lost a physical security key, or cannot complete a required security step, contact a practice owner or admin. They can open Settings → Administration → Staff, edit your details, and choose Recover access to email or copy a recovery link, even when ordinary staff email sign-in is disabled.
Recovery links expire after 15 minutes and can be used once. A newly created link replaces the previous link. Open the latest link and follow the steps to add a new passkey or security key that meets the practice’s requirements before entering the app. If the link expires or has already been used, ask for another one.
If you have never signed in, ask the owner or admin to use Resend invite in Open Invitations instead. If no owner or admin can sign in, contact PracticeRunner support.
For more detail, see Login Security and Account Recovery and Using the Client Portal.