General Troubleshooting Tips

Having Trouble Logging In?

If you’re having trouble logging in, try these steps first:

Check your email and password

Make sure there aren’t any extra spaces, typos, or auto-filled passwords causing issues. If you have multiple email addresses, look for the one that emails have been sent to most recently from vrcsupport @ tactustherapy.com.

If your patient is having difficulty logging in to their homework, refer to this help article: https://help.rehab.tactustherapy.com/article/96-troubleshooting-homework

Try resetting your password

Click “Forgot Password” on the login screen (https://tactustherapy.com/rehab/).
You’ll receive an email to reset your password sent from vrcsupport @ tactustherapy .com
Once you reset it, try logging in again using your new password.

Experiencing Loading Issues or Site Not Working Properly?

If the Virtual Rehab Center isn’t behaving as expected, try the following troubleshooting steps:

Refresh your browser: Sometimes a simple page reload is all it takes to resolve the issue.
Restart your device: Turning it off and back on again may help.
Try a different browser: We support Chrome, Safari, and Edge.
Clear your cache: Older saved data can sometimes interfere with how the site loads. Clearing your cache may help. Here's an article about how to clear your browser cache.
Check your internet connection: The Virtual Rehab Center works with an internet connection

Using a shortcut on your device? Unfortunately, sometimes shortcuts don't allow the full functionality of web-based apps like the Virtual Rehab Center. Try logging in directly from the website (tactustherapy.com/rehab/) and see if this fixes your problem.

If so, you can set up a new shortcut that should work better for your device by following these specific directions: Creating a Shortcut.

Still having issues? We're here to help.

If you’ve tried the steps above and are still experiencing issues, we’re happy to help.

Report your issues to us:

Use the Feedback Button on the right side of the Virtual Rehab Center
Contact us directly by emailing vrcsupport @ tactustherapy .com (without spaces)

What do we need to know?

To help us investigate and assist you as efficiently as possible, please share:

A description of the issue
The device you’re using (make and model)
Your operating system (for example, iOS version)
The browser you’re using
A screenshot or screen recording, if available

Providing this information helps our team identify the issue more quickly and get you back up and running.

Using the Purple Feedback Button

If you’re experiencing an issue in the Virtual Rehab Center, click the purple feedback button on the right side of the screen. From there, you can:

Type a description of the issue
Take a screenshot
Record a video to show us what’s happening