Having trouble getting into Hippo? Most login and access problems have a quick fix.

Use the guide below to find the issue you’re seeing.

💡 New to Hippo? Start with Creating Your Hippo Recaller Account for the full account set-up guide.

🧭 What’s happening?

What’s happening?	Go to
My set-up link has expired	⏰ Set-up link expired
I haven’t received my welcome email	📭 No welcome email
The QR code won’t scan	📷 QR code won’t scan
My 6-digit authenticator code is rejected	🔢 Authenticator code rejected
I have a new phone or lost my authenticator app	📲 New phone
I keep getting sent back to the login screen	🔁 Login problems
I can log in, but something is missing	🚪 Missing access
I work across more than one practice	🏥 More than one practice
I need to add or remove a colleague	👥 Managing user access

⏰ My set-up link has expired

Your original Hippo welcome link is only available for a limited time.

If it has expired, you usually don’t need a brand-new account.

Go to app.hippolabs.co.uk
Select the password reset option
Enter the email address your Hippo invite was sent to
Open the password reset email
Create your password
Log in and complete your authenticator set-up

💡 Once your account is set up, always start from app.hippolabs.co.uk rather than returning to an old welcome email.

If you don’t receive the password reset email either, work through the email checks below.

📭 I haven’t received my welcome email

Hippo account emails are sent from:

[email protected]

The welcome email has the subject:

Welcome to Hippo Labs Recaller

If you can’t find it:

Search your inbox for Hippo Labs
Check Junk, Spam and any email quarantine folder
Check that we have the correct email address for you
Ask your IT team to allow emails from [email protected]

Typos in email addresses are a common reason welcome emails don’t arrive.

Still nothing? Message us with your:

Name
Work email address
Practice

and we can check your account.

📷 My authenticator QR code won’t scan

Hippo uses an authenticator app as an extra layer of security when you log in.

Apps such as Microsoft Authenticator or Google Authenticator generate a 6-digit code that changes every 30 seconds.

If the QR code won’t scan:

1️⃣ Make the QR code larger

Zoom into the page and try scanning again.

2️⃣ Use the manual set-up key

If scanning still doesn’t work, select Trouble Scanning?

Hippo will show you a longer set-up key.

In your authenticator app:

Choose the option to enter a key manually
Enter the key shown in Hippo
Save the account
Enter the 6-digit code generated by the app back into Hippo

🔢 My authenticator code is being rejected

If Hippo says the code doesn’t match or is invalid, try these checks in order.

1️⃣ Check your phone’s time settings

Authenticator codes depend on the time on your phone being accurate.

Make sure your date and time are set automatically.

iPhone:
Settings → General → Date & Time → Set Automatically

Android:
Settings → System → Date & time → Automatic date and time

This fixes a surprising number of authenticator problems.

2️⃣ Use the newest code

Authenticator codes change every 30 seconds.

If the current code is about to change, wait for the next one and try again.

3️⃣ Check you’re using the Hippo entry

If your authenticator app contains several accounts, make sure you’re using the code for Hippo Labs.

If you have more than one old Hippo entry, remove any that are no longer in use so you don’t accidentally use the wrong code.

4️⃣ Still not working?

Get in touch with us.

We can help you reset your authenticator access if needed.

📲 I have a new phone

If you’ve changed phones and no longer have access to the authenticator you originally set up, you have two options.

🔑 Use your recovery code

When you first set up your Hippo authenticator, you were given a recovery code.

If you still have it, use the recovery option on the Hippo login screen and follow the steps to regain access.

🆘 Don’t have your recovery code?

Get in touch with us and we can help reset your authenticator access.

💡 If you aren’t able to use a mobile authenticator at work, see Hippo Login: Without Phone Authenticator.

🔁 I keep getting sent back to login

If you’re stuck in a login loop or repeatedly being asked to authenticate:

Check your phone’s date and time are set automatically
Close all open Hippo tabs
Open app.hippolabs.co.uk again and log in fresh
Try a private or incognito browser window
If possible, try another browser

Still stuck? Tell us what you see on screen and roughly what time it happened so we can investigate.

🚪 I can log in, but something is missing

Sometimes the login itself is working, but your account doesn’t have the access you expected.

What you see	What it usually means
No practice available / not authorised	Your account may not yet have access to that practice
Can't edit Automated Recall Campaigns	Recall Campaign management is restricted to Super Users
Advanced Analytics won’t load	Advanced Analytics requires access from the NHS network (HSCN)

💡 See Hippo Recaller Roles & Permissions for a full breakdown of what different users can access.

🏥 I work across more than one practice

You don’t need a separate Hippo login for every practice.

One account can be given access to several practices, which is particularly useful for staff working across a PCN or group.

If you need another practice added, send us:

The practice name
The ODS code
The type of access you need

Once you have access to several practices, use the practice selector in Hippo to switch between them.

👥 Adding & removing users

Everyone using Hippo should have their own individual account.

⚠️ Never share passwords, authenticator codes or a colleague’s login.

Super Users can do this themselves:

1️⃣ Click your initial at the top right

2️⃣ Click User Management

3️⃣ Click Invite Someone and enter their email address

📌 Only NHS email addresses work (nhs.net, nhs.uk, nhs.scot), and you can only add people to your own practice.

Not a Super User? Ask one at your practice.

Access levels

Super User
Can manage Recall Campaigns and access the wider set of practice configuration tools.

Standard / Recall List access
For staff who need to work with patients through the Recall List without managing campaigns.

💡 If someone asks for “full access”, they usually mean Super User.

Removing a leaver

If someone no longer needs access, send us:

Their name
Email address
Practice

We can remove their access.

❓ Frequently Asked Questions

My set-up link has expired. Do I need another invite?

Usually, no.

Go to app.hippolabs.co.uk and use the password reset option with the email address your original invite was sent to.

What should I ask IT to do if Hippo emails are being blocked?

Ask them to allow emails from:

[email protected]

Also check your organisation’s junk, spam and email quarantine settings.

My authenticator code says it doesn’t match. What should I do?

First, make sure your phone’s date and time are set automatically.

Then check that:

You’re using the latest 6-digit code
You’re using the correct Hippo Labs entry in your authenticator app
You don’t have an old Hippo authenticator entry that you’re accidentally using

I have a new phone. How do I log in?

Use the recovery code you were given when you first set up your authenticator.

If you no longer have it, contact us and we can help reset your authenticator access.

Why can’t I see Recall Campaigns?

Recall Campaigns are available to Super Users.

If you need campaign management access, contact us or speak to your practice’s existing Super User.

How do I switch between practices?

If your account has access to more than one practice, use the practice selector in Hippo.

How do I add or remove a member of staff?

A Super User at your practice can add them: your initial (top right) → User Management → Invite Someone (NHS email only).

To remove someone or change their access, message us with their name, email and practice.

🦛 Still stuck?

If none of the steps above solve it, message us through the chat or email [email protected].

Tell us:

Your name
Your practice
The email address linked to your Hippo account
What happens when you try to log in

Please don’t send us your password, authenticator code or recovery code.

🔑 Can't Log In? Set-up Links, Authenticator Codes and Access