Login Troubleshooting

Before you start: Make sure you're entering credentials for the correct product. RoutingBox and MedBatch have separate usernames and passwords. If you're not sure which product you're trying to access, see: Are you using the Web or Desktop version?

Forgotten password

All four office products — RoutingBox Web, RoutingBox Desktop, MedBatch Web, and MedBatch Desktop — have a self-serve Forgot Password link on the login screen. This is the fastest way to regain access.

On the login screen, click the Forgot Password link.
Enter the email address associated with your account.
Check your inbox for a password reset email and follow the instructions to set a new password.
Once reset, return to the login screen and log in with your new password.

Didn't receive the email? Check your spam or junk folder. If it's not there after a few minutes, confirm you're using the correct email address for that product — RoutingBox and MedBatch may be registered to different email addresses depending on how your account was set up.

New user can't log in

If a new user is unable to log in, the most common cause is incorrect credentials — either the wrong username, wrong password, or a combination entered for the wrong product.

Confirm the user is logging into the correct product and URL
Confirm the username
Have the user use the Forgot Password link to set a fresh password rather than trying to remember what was set during setup
Confirm the user's account has actually been created — new user accounts in RoutingBox and MedBatch are created by an admin within your organization, not automatically. If the account was never created, an admin at your company will need to set it up first

Login not persisting — getting logged out repeatedly

If you or your staff are being logged out unexpectedly, this is typically caused by a session timeout or a forced logout triggered by a software update.

For all RoutingBox and MedBatch versions

Sessions will time out after a period of inactivity. This is expected behavior — log back in with your credentials to resume
If a software update was pushed, active sessions may be ended. Log back in after the update to continue
If the issue is happening frequently and is not tied to inactivity or an update, try clearing your browser cache and cookies, then log in again (web versions)

For the RoutingBox Mobile driver app

Drivers are expected to log in manually at the start of each shift — the app does not maintain a persistent session between shifts
If a driver is being logged out mid-shift unexpectedly, check that the app is up to date. A forced logout during a shift can occur when an app update is pushed
If a driver has been logged out and cannot get back in, have them close the app fully, reopen it, and log in with their credentials

Account locked

If you are entering the correct credentials and are still unable to access your account, your account may be locked. This cannot be resolved through self-service — please reach out to our support team via live chat and we will look into it for you.

Still can't log in?

If you've worked through the steps above and are still unable to access your account, reach out to our support team via live chat. Please have the following ready:

Which product you're trying to log into (RoutingBox Web, Desktop, MedBatch Web, Desktop, or Driver App)
The email address or username you're using
What happens when you attempt to log in — error message, blank screen, redirect, etc.
Whether this is a new account or one that has worked before