Everything about who can get into your Stratus account: adding people, removing them, moving between locations, and sorting out passwords.
Adding a user
There's no add-user button in Stratus. We create accounts for you, and it's usually done within a business day.
Message support in the chat or email us with, for each person:
First and last name
The email address they'll log in with
You can send several at once — a simple list is perfect, and we'll confirm when they're in.
What happens next: each new person gets an email with a link to set their own password. You don't set it for them, and we don't either. Tell them to expect it, and to check spam if it hasn't arrived — that's where these usually end up when someone says they never got it.
A tip worth following. Some offices set up a shared front-desk login on a general office address rather than tying access to one person's work email. If you'd like both — a shared account and your own personal login — just say so when you ask, and be clear that the new one is in addition to yours, not a replacement.
Removing a user
Same process, opposite direction: message support and tell us who to remove. There's no way to do it yourself in the app.
Please do this promptly when someone leaves. If you're not sure who currently has access, ask us and we'll send you the list — offices often find one or two accounts they'd forgotten about.
Working across more than one office
If you have access to more than one location, you'll see an office switcher at the top of the left sidebar. It shows your current office name next to a small building icon. Click it and you'll get a dropdown listing your current account and the other offices you have access to.
Pick one and Stratus reloads into that office and takes you to the Patients page. Everything you then see — patients, breakdowns, usage — belongs to the office you've switched into. If you're ever unsure which office you're in, that name at the top of the sidebar is the answer.
If you only have access to one office, the office name still shows at the top of the sidebar, but it won't open — there's nothing to switch to. That's expected, not a fault.
Need access to another location? Message support with your name and which offices you should be able to see, and we'll add them.
Logging in
Go to your Stratus login page and enter your email and password. If your account has two-factor turned on, you'll then be asked for a code.
The first time you ever log in, Stratus takes you straight to a page to set your password before you can go anywhere else. That's normal.
Resetting a password
If someone can't get in:
On the login page, click Forgot Password? underneath the sign-in button.
Enter the email address on the account and click Reset Password.
You'll see a message telling you to check your email for a reset link. Open the link.
Enter the new password twice. There's a checklist on screen showing the requirements, and each item ticks off as you meet it.
A couple of things that catch people out. The reset email can take a moment and often lands in spam, so check there before trying again — and there's a short wait before you can request a second email. And use the exact address the account was created with; a reset for an address we don't have won't produce an email.
Changing your password when you're already logged in
There's no change-password option inside Stratus. To change yours, log out, then use Forgot Password? on the login page and set a new one from the emailed link.
To log out, click your name at the bottom of the left sidebar and choose Log out.
When Stratus loads but looks broken
If you're logged in but the page is blank, stuck, or showing something that clearly isn't right, this fixes it most of the time:
Refresh the page first. After a change to your account, it can take a few minutes and a refresh to show up.
Log out and log back in.
Open a private or incognito window and log in there. In Chrome, that's the three dots at the top right, then New Incognito Window.
If incognito works and your normal window doesn't, it's old data cached in your browser, and clearing your cookies will sort it. If it's broken in incognito too, that's something on our end — message support and tell us your office name and what you're seeing. A screenshot helps more than anything else you can send.
A note on passwords for insurance portals
If you've given us logins for payer portals, tell us before you change or rotate them. A changed portal password stops us pulling from that portal, and the first sign is usually breakdowns failing. A quick message naming the payer and saying you've updated that login saves everyone a day of confusion.
Send new portal credentials to support and we'll get them updated. Please don't post payer portal passwords into the chat if you can avoid it — ask us for a secure way to send them.
Getting hold of us
Support is available Monday through Friday, 8 AM to 5 PM Mountain Time. Include your office name in your first message — the chat doesn't tell us which practice you're writing from.