For AMHPs

FAQs

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

If you have never logged into the S12 Solutions app before & you cannot find your Welcome email containing your temporary password (sent from support@s12solutions.com) you can reset your own password & resend the Welcome email.

Things to check first:

• Please check your junk email folder first to make sure the Welcome email has not landed in this folder.
• If you find the Welcome email but it has expired (you get 30days to use the temporary password) then please follow below steps:
  • Go to the log in page of the S12 Solutions app
  • Enter your email address (registered on the app)
  • Under the Password & Login button you will see “Reset Password” hit reset password.
  • You will be asked to enter your email address again.
  • Hit “Send Confirmation Link”
  • A brand new Welcome email will be sent to your email address which will contain a new temporary password to get you logged in.

How do I reset my password from the S12 Solutions App on my phone if I have forgotten my password?

• Go to the log in page of the S12 Solutions app
• Enter your email address (registered on the app)
• Under the Password & Login button you will see “Reset Password” hit reset password.
• You will be prompted to enter your email address again.
• Hit “Send confirmation code”
• Keep this page open on the S12 Solutions app.
• You will receive a “Verification Code” via email. Add this pin code into the verification confirmation box.
• You will then be asked to reset your password.

How do I reset my password from the S12 Solutions Desktop Platform?

Log in to the Desktop platform my.s12solutions.com then follow instructions above.

Why is the S12 Solutions app on my phone asking me to log in using my password rather than touch ID or pin code?

Every 3 months the S12 Solutions app will ask for you to log in using your email address & password. This is a security feature – outside of this you can use the Touch ID or pin code, which is quick & easier.

What devices can be used to access the app?

The app works on Android and iOS devices. These need to have updated software with version numbers no less than Android 8.0 and iOS12.0.

I am having trouble downloading the S12 Solutions App from my iPhone

Apple – https://apps.apple.com/gb/app/s12-solutions/id1475529365

• Go to App Store – type & search for S12 Solutions (there are 2 versions of the S12 Solutions app currently running, the current version & the Pilot version) Make sure you are clicking on the current version only- S12 Solutions)
• Hit Install

I am having trouble downloading the S12 Solutions App from my Android phone

Android – https://play.google.com/store/apps/details?id=com.s12solutions.s12&hl=en

• Go to Google Play Store – type & search for S12 Solutions (there are 2 versions of the S12 Solutions app currently running, the current version & the Pilot version) Make sure you are clicking on the current version only – S12 Solutions)
• Hit Install

When logging in to the S12 Soltions platform/app it is saying user does not exist?

• Check the email data that you originally sent across to S12 Solutions for them to upload, have you supplied S12 Solutions with the correct email address? If this needs to be amended please email us on support@s12solutions.com or call us 0808 168 0160
• Are you typing in the correct email- check for typos
• Make sure you have not downloaded the Pilot version of the S12 Solutions app – Download the current version: S12 Solutions.
• Have you typed in the password correctly- if logging in for the first time, the temporary email that is sent to you is 12 characters long & is case sensitive. If there is a full stop or comma included at the end of the password, please be aware this is part of the 12 character password.

How do I check what version on the S12 Solutions app I have?

• Log into the S12 Solutions app
• Go to the Support tab-which is the last page on the app
• Scroll down to the bottom of the page, under Version History it will give you the App Version number – which will look something like 2.2.2 but this number changes as updated come through.
• Call S12 Solutions Support line to check which version of the App is currently running Support: 0808 168 0160

How do I check I have the latest Phone Software on my mobile phone?

• Settings
• General
• Software Update.

If you do not have the most up to date software on your phone it can affect the platform & will not show the most recent updates to the S12 Solutions app.

My S12 Solutions Desktop Version of the S12 Solutions Platform is not working on my PC/Laptop?

• S12 Solutions Desktop Platform will not work on Internet Explorer. If you have Internet Explorer on your PC/Laptop you must download Microsoft Edge, Google Chrome, Mozilla Firefox and Safari with JavaScript enabled.
• A message/ banner should appear to say this website is not supported or have an error, if trying to access the S12 Solutions link via Internet Explorer.
• Some work PC/Laptops are restricted to what an employee can download so if you are unable to download this you need to contact your IT department to approve this web browser download.

My IT Department have downloaded the S12 Solutions App on my work phone, but I cannot see it?

• Check to see if you have a secure Hub/ Workspace app on your phone, the S12 Solutions app may have been moved into this hub space.
• If you cannot find the S12 app in the Work app hub space, you will need to contact your IT team directly to help you locate the S12 Solutions app.

I am trying to create a claim for a doctor but I can’t find the GP Surgery?

To find the Practice for a particular GP Surgery please use the CQC website below to search & find the practice name rather than the GP surgery.

https://www.cqc.org.uk/location

• Use the drop down to select GP Surgery
• Enter the GP surgery name & hit search
• This will then come up with a town/ city or postcode to whittle down the list.