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Resetting your password
Resetting your password

Can't log in? Follow these steps to reset your password.

Updated over a week ago

When you log into the TELUS Collaborative Health Record (CHR), you are identified by a username and password. If you cannot remember your password, you can reset it and create a new one.


  1. From the login window, type your email in the Email Address field.

  2. Click Forgot Password?

    An Alert window appears, indicating that an email with instructions will be sent to your email address.

  3. Click Okay.

  4. Check your inbox. You will receive an email with the subject Reset password instructions.

  5. Click the link provided in the email to reset your password.

    The CHR opens.

  6. In the Enter a New Password field, type your new password.
    📌 Note: The password must contain at least 8 characters and be one that you never used before.

  7. Click Update Password.

    📌 Note: If you have two-factor authentication enabled, the system sends a code via SMS, email, or your authentication app. Type the code in the Authentication Code field and click Continue.

    You will receive a confirmation email (subject: Password Change Notification) that your password was changed.

⚠️ Important: Possible Errors

  • If you click the reset password link in your email and you encounter the error "Reset password token is invalid", this indicated that you requested to reset your password several times and clicked the wront link. Ensure that you use the most recent reset password link sent via email.

  • If you click the reset password link in your email and you receive a server error, contact your clinic manager or administrator. Your account may have been deactivated.

Updated December 8, 2021

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