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Sign In and Account Access

These topics cover the most common reasons people cannot sign in to XRAI, even when their account is healthy. If you have already worked through these and still cannot sign in, contact XRAI support and include your account email address.

Invite and referral links expire 28 days after they were sent. Once expired, a link cannot be reused — you need a fresh one.

To resolve it:

  1. Ask the clinic or pharmacy that invited you to send a new invite to the same email address.
  2. Open the new email and tap the link on the same device where you want to sign in.
  3. If the invite also arrived by SMS, open the link in the SMS directly rather than copying it out — copying breaks the secure token.

If you already have an XRAI account, the invite will send you to sign in instead of creating a new one. Sign in with your existing email and password, then accept the connection from the prompt.

Login or Verification Code Did Not Arrive​

Login codes are sent by email and, in some cases, SMS. Codes usually arrive within a minute. If yours has not, try these in order:

  1. Wait a full minute — codes can be delayed by your email or mobile provider.
  2. Check your spam, junk, and promotions folders for an email from xrai.com.au.
  3. Make sure the email address or mobile number on the sign-in screen matches what you registered with.
  4. Request a new code from the sign-in screen. Each new code invalidates the previous one.

If codes still do not arrive, XRAI emails may be blocked from your inbox (see XRAI emails are blocked from your inbox) or your mobile provider may be blocking the SMS. Contact XRAI support if you are stuck.

Password Reset Email Did Not Arrive​

Password reset emails are sent immediately when requested. If yours has not arrived after a couple of minutes:

  1. Check your spam, junk, and promotions folders for an email from xrai.com.au.
  2. Confirm you used the exact email address on your account — a typo sends the reset to the wrong inbox.
  3. Request a new reset from the sign-in page. Each request invalidates the previous link.

If the reset email never arrives, XRAI emails may be blocked from your inbox, or your account may be using a different email than you remember. The Email delivery page covers both cases.