For AMHPs

FAQs

How do I reset my S12 Solutions password from the app on my phone?

If you have never logged in to the S12 Solutions platform before and you cannot find the Welcome Email from info@s12solutions.com that contains your temporary password, you can reset your own password, which prompts a new Welcome Email to be sent to you.

We recommend that you check your junk folder before resetting your password as sometimes Welcome Emails are directed there instead of your main inbox.

If you do not have a Welcome Email or you do but it was sent more than 30 days ago and so the password has expired, please follow these steps:

• Open the S12 Solutions app
• Click the Login with password button
• Scroll down to the bottom of the Login page and click on Reset Password
• Enter your email address
• Click Send Confirmation Link
• A new Welcome Email will be sent to your email address containing a new temporary password; use this password to login

How do I reset my forgotten S12 Solutions password from the app on my phone?

• Open the S12 Solutions app
• Click the Login with password button
• Scroll down to the bottom of the Login page and click Reset Password
• Enter the email address you have registered with us when prompted
• Click Send Verification Code and keep the app’s Login page open
• A verification code will be sent to the email address you entered; add this code in to the Verification Confirmation box
• You will then be prompted to reset your password

How do I reset my S12 Solutions password using the website version on my computer?

Visit s12solutions.com and click Login.

If you have never logged in before, follow this process:

• Check your junk email folder in case your Welcome Email has been directed there; if you do not have a Welcome Email or you have but it was sent more than 30 days ago and the password has expired, please follow these steps:
• Click the Login with password button
• Click Reset Password
• Enter your email address
• Click Send Confirmation Link
• A new Welcome Email will be sent to your email address containing a new temporary password; use this password to login

If you would like to reset a forgotten password, please follow this process:

• Click Login with password
• Click Reset Password
• Enter the email address you have registered with us when prompted
• Click Send Verification Code and keep the Login page open
• A verification code will be sent to the email address you entered; add this code in to the Verification Confirmation box on the Login page
• You will then be prompted to reset your password

Why is the S12 Solutions app asking me to login using my password instead of my touch ID or pin code?

Every 3 months, S12 Solutions will ask you to login using your email address and password as part of the app’s security protocol. You will be able to return to your Touch ID or pin code as usual once you have added this information.

What phones can be used to access the app?

The S12 Solutions app works on Android and iOS phones.

Phones must have up to date software installed, with version numbers no less than Android 8.0 and iOS 12.0.

How do I download the app on to my iPhone?

• Please click on this link from your phone to download the app from Apple’s App Store: https://apps.apple.com/gb/app/s12-solutions/id1475529365
• Alternatively, open the App Store on your phone
• Click on Search
• Type S12 Solutions into the grey search bar
• Click on Install

How do I download the app on to my Android phone?

• Please click on this link from your phone to download the app from the Play Store: https://play.google.com/store/apps/details?id=com.s12solutions.s12&hl=en
• Alternatively, open the Play Store on your phone
• Type S12 Solutions into the search bar
• Click on Install

I am trying to login to S12 Solutions but receiving a User Does Not Exist error message

There are a few factors to consider when you see this error message.

• Firstly, anyone can download the S12 Solutions app or access our website but only users registered with S12 Solutions can login. If you are trying to login but you are not registered with us you will receive this error message. Please get in touch with our Support Team using the information below to register
• If you are a registered user, please check your email address for typos
• If the email address is correct and you have multiple email addresses, please consider whether you registered with S12 Solutions using one of your other email addresses
• If you would prefer to use a different email address moving forwards, please contact the Support Team to update this information
• Please check that you are typing your password correctly
• If you are logging in for the first time using the temporary password in your Welcome Email, please keep in mind that the password should be 8 characters long and it is case sensitive; if there is a comma or full stop at the end of the temporary password, this character is a part of the password, so please include it when adding your password to the Login page

You can reach our Support Team on 0808 168 0160 or s12solutions-support@vitalhub.com.

How do I check which version of the S12 Solutions app I am using?

• Login to the S12 Solutions app
• Click on the Support option on the right-hand side of the app Menu
• Scroll down to the bottom of the page
• Beneath Version History you will see the words App Version followed by a series of numbers, for example: 2.4.14
• This number will update every time a new version of the app is published via the App Store or Play Store. You are likely to see this number update when substantial changes are made to the app; smaller updates will not prompt this number to update
• Updates are an important part of keeping all apps running well and older versions of all apps will be prone to problems over time. If you contact the Support Team about a problem, one of the first questions they will ask you is which version of the app you have on your phone
• Please contact our Support Team if you have any questions about versions or updates: 0808 168 0160 / support@s12solutions.com

How do I check my phone's software is up to date?

To check that you have the latest software installed, please go to your phone’s:

• Settings
• General
• Software Update

If an update is available, you can download and install it from this screen.

S12 Solutions is not working on my computer/laptop

• The S12 Solutions website version will not work on your computer/laptop if you are accessing the internet with the Internet Explorer web browser
• In this case, a banner and message will appear explaining that this website is not supported or reporting an error message
• Please access s12solutions.com using Microsoft Edge, Google Chrome, Mozilla Firefox or Safari with JavaScript enabled
• You can download those browsers if you do not have them already installed. Please keep in mind that IT departments sometimes restrict downloads on work computers/laptops; in this case, please contact your IT department to request they make one of these browsers available or permit you to download one

My IT department has downloaded the S12 Solutions app to my work phone but I cannot see it

• Check if you have a secure Hub/ Workspace app on your phone; if you do, the S12 Solutions app may be stored in this Hub/Workspace app rather than directly on your phone
• If you cannot find the S12 Solutions app in your Hub/Workspace or you do not have a Hub/Workspace app at all but still cannot find the S12 Solutions app, please contact your IT department directly for help

I am trying to create a claim but I cannot find the patient's GP practice

A patient’s GP practice is the information that should be used to identify the CCG accountable for paying a doctor’s claim, where this information is available. Please keep the following information in mind when searching for the GP practice:

• A GP practice can operate as a single surgery or multiple surgeries
• If a GP practice operates as a single surgery, the surgery and GP practice will have the same name and address
• If a GP practice has multiple surgeries, there is usually a main surgery that shares its name and address with the GP practice; other branch surgeries will have their own names and addresses

It is often the case that AMHPs may know the name of a branch surgery without realising that the GP practice it is linked to has a different name and address; as such, the surgery name that AMHPs input may not return a result.

We have provided a few different ways of looking for a GP practice if the name you know cannot be found:

• Initiate the Create Claim process and tap into the GP practice field
• GP practice is the default search option
• Type the name you know into the Search bar
• If this does not return any results, tap into the GP Branch Surgery option to select it and retype the name you know into the Search bar
• If that option does not work either, tap into Name or Postcode and type the name you know or the surgery’s postcode into the Search bar

Our system uses NHS Digital’s Organisation Data Service to match GP practices with CCGs. If you cannot find the right result, there are a few formatting elements you can edit to help make sure that that way you have written your surgery name matches NHS Digital’s format:

• Add or remove ‘The’ from the start of your search
• Add or remove apostrophes, eg Mary’s or Marys
• Add or remove punctuation, eg St. or St without a full stop

If you have tried all of these suggestions and still cannot find what you are looking for, please contact our Support Team: 0808 168 0160 / s12solutions-support@vitalhub.com.