️ Troubleshooting Guide for MyIndici Portal

Having trouble getting set up or accessing your account? Here’s a quick troubleshooting guide:

❗ Struggling with Registering?

If you’re seeing messages like:

  • “Email address or password is not valid”

  • “The user has no access to visit application”

Try these tips:

✅ Use Google Chrome
MyIndici works best with Chrome. Other browsers may cause errors.

✅ In New Zealand?
MyIndici registration only works within New Zealand. If you’re overseas, you won’t be able to register.

✅ Click the Email Link Directly
Always click the link directly from the registration email. If it’s expired, let us know and we’ll send a new one.

✅ Double-Check Your Details
Your name, date of birth, and email must exactly match what we have on file.
Be careful when copying your temporary password—extra spaces can cause login errors.

✅ View Password While Typing
Click the ️ (eye) icon to view your password as you type it in.

✅ Clear Your Browser Cache
Sometimes your browser needs a refresh. Clear the cache and try again.

✅ Try a Desktop or Laptop
Having trouble on your phone? Try registering on a larger screen.

✅ Check Your Phone’s Font Size
If content is missing or cut off, reduce your device’s font size.

✅ Can’t Select Your Birthdate?
Click the year at the top of the calendar to scroll quickly.

Using the MyIndici App

  • You must register using the link emailed to you first.

  • You cannot register directly through the app.

  • Make sure you’re using the latest version (MyIndici 2.0). If not, delete and reinstall from the app store.

Shared Email Addresses

Each MyIndici account must have a unique email address.
Even if a family member is using a different clinic, only one registration per email is allowed—for privacy reasons.

A fix for this is expected in the near future.

‍‍ Link Your Children

Once your account is active, let us know if you’d like to link your children.
We can enable access to their information via the Family & Whānau section in your portal.

Can’t Update Personal Details?

You can only edit certain information within the portal.
If anything looks incorrect, please contact us and we’ll update it for you.

Still Having Trouble?

If you’ve tried all of the above and you’re still stuck:

Email reception@burwoodhealth.co.nz
Let us know what’s happening, and we’ll be happy to help.
We may reset your registration and send you a fresh link and password.