Technical Support

  • I can’t login! Now what?

    We're sorry that you're having troubles logging in! You should have received a confirmation e-mail at the address you used at the time of sign up to activate your account. Sometimes those kinds of emails get picked up by spam filters. You may wish to check your spam/junk folder for the confirmation email.

    If you didn’t receive that confirmation e-mail, please email us from the same e-mail address you used at the time of sign up so that we can identify your account and work to resolve the problem.

    Having a problem with your password?

    Please remember that passwords are case sensitive.  This means that if your password is ‘Hello’ you need to enter your password with a capital…’H.’

    For security reasons we do not have access to your password, so unfortunately we cannot confirm for you what your password is. If you'd like to change your password to something new, simply click on the link below and instructions on how to reset your password will be sent to you.

    http://www.patientslikeme.com/user/forgot_password

    We’re sorry for the inconvenience that you're experiencing!

  • Can I make the text bigger?

    Yes! You can zoom in on the entire page through the zoom controls in your browser. Browser zoom controls will actually increase the size of everything on the page (text, graphics, and any other features).

    Here are the instructions for zooming in each of the popular browsers:

    Firefox

    In the menu bar, choose View > Zoom > Zoom In.

    Chrome

    In the menu bar, choose View > Zoom In.

    Safari

    In the menu bar, choose View > Zoom In.

    Internet Explorer 8

    In the "Page" menu, choose Zoom > Zoom In.

    Internet Explorer 7

    In the "Page" menu, choose Zoom > Zoom In.

  • My profile charts don't show up at all. What should I do?

    First, you should check to see if you have Flash installed on your browser. If you have a player that is version 9.0115 or later, your profile charts should appear.

    If you do not have Flash installed, or have a version earlier than 9.0115, you will need to install Flash.

  • Why do I need the Flash player and how do I install it?

    The charts on your profile are created using an application called Flash. In order to view the charts, you’ll need to have an up to date copy of the Flash player installed on your computer.  You can download the Adobe Flash player here: http://get.adobe.com/flashplayer/

  • I have Flash installed, but my charts still don't work.

    It's possible your Flash player may be corrupted. To fix that, you will need to uninstall Flash, and then reinstall it.

    To uninstall the Flash player for Windows, download and run this application. For more information on uninstalling Flash player, go here.

    After you have run the uninstaller, restart your machine.

    After restarting, install Flash.

  • I’ve reinstalled Flash and the charts still aren’t showing up.

    You may have to change the security setting on your browser to allow plug-ins to run. Below are instructions for Windows users using Internet Explorer or Chrome. If you need instructions for another browser, please contact us at support@patientslikeme.com

    For Internet Explorer users...
    1. Open Internet Explorer.
    2. Click on Tools, Internet Options
    3. Click on the Security Tab
    4. Click Custom Level
    5. Find the section titled "ActiveX controls and plug-ins"
    6. Choose Prompt for "Download Signed ActiveX Controls"
    7. Choose Prompt for "Run ActiveX Controls and Plug-ins"
    8. Click OK twice to close the options screen

    For Chrome Windows users...
    1. Open Chrome.
    2. Select "Options" from the upper right menu (it looks like a wrench).
    3. Choose the "Under the Hood" tab.
    4. Under Privacy, click "Content settings...".
    5. Choose the "Plug-ins" tab.
    6. Select "Allow all sites to use plug-ins (recommended)"'
    7. Press the Close button to close "Content settings..." and "Options".

    If you are still having problems installing Flash, please read this Adobe FAQ.

  • How do I upgrade my web browser?

    PatientsLikeMe is optimized to work best with modern, standards-compliant web browsers. There are several browsers available to choose from: All are free and make it convenient to transfer your favorites or bookmarks over to the new version.  We recommend the latest versions of the following browsers:

    Firefox (download here)

    Safari (download here)

    Chrome (download here)

    Internet Explorer (download here)

    Opera (download here) 

    Why are we encouraging our users to upgrade?

    The time spent developing the PatientsLikeMe website is disproportionally spent on fixing bugs seen only in older browsers, like Internet Explorer 6 (a.k.a. IE6, released in 2001) and Internet Explorer 7 (a.k.a. IE7, released in 2006). Since that time, IE8 and IE9 have been released. The less time we need to devote to IE6 and IE7 means we will be able to come up with new features to benefit all of PatientLikeMe's community members. The additional benefit to you is that you will have a faster, more responsive and secure browser, with convenient features like tabbed browsing and popup blockers.

     

  • What is Adobe Reader and how do I install it?

    Adobe Reader is a free piece of software distributed by Adobe Systems Inc. that allows you to open and interact with all PDF documents.  The Doctor Visit Sheet that you can create from your profile is a PDF (.pdf) file. 

    You can download and get instructions for installing Adobe Reader on Adobe’s website here: http://get.adobe.com/reader/

  • How do I enable JavaScript in my browser?

    The PatientsLikeMe website uses an extensive amount of JavaScript to enhance your user experience. JavaScript allows us to provide faster responses to your actions by retrieving data instantly without always needing to reload the page.

    Read below to see how to enable JavaScript on your specific browser:

    Internet Explorer

    1. In the toolbar, go to Tools > Internet Options
    2. Select the Security tab
    3. Click the Custom Level button
    4. Scroll down to the "Scripting" section
    5. In the "Active Scripting" section, check the Enable option, then click the OK button
    6. Click the Yes button on the dialog asking "Are you sure you want to change the settings for this zone?"
    7. Click the OK button
    8. Refresh your browser

    Firefox

    1. In the toolbar, go to Preferences
    2. Select the Content button
    3. Check the Enable JavaScript checkbox
    4. Click the OK button
    5. Refresh your browser

    Safari

    1. In the toolbar, go to the Safari menu > Preferences
    2. Select the Security button
    3. Under "Web Content" check the option for Enable JavaScript
    4. Click the X button to close the window
    5. Refresh your browser

    Chrome

    1. In Windows, click the wrench icon > Options. On a Mac, in the toolbar, go to the Chrome menu > Preferences
    2. Select the Under the Hood tab
    3. Click the "Content Settings" button
    4. Select JavaScript in the left menu
    5. Check the option for "Allow all sites to run JavaScript"
    6. Close the window
    7. Refresh your browser

    Opera

    1. In the toolbar, go to Tools > Preferences
    2. Select the Advanced tab
    3. In the left pane, select Content
    4. Check the option for Enable JavaScript
    5. Click the OK button
    6. Refresh your browser

     

  • How do I enable cookies in my browser?

    The PatientsLikeMe website requires cookies in order to let you login. Cookies are small text files that are saved on your computer to facilitate communication between your browser and the website. In this case, the cookies are used to keep you logged-in from page-to-page, so you are not required to re-enter your password for each page.

    To enable cookies for Microsoft Internet Explorer 6.x:

    1. Select Internet Options from the Tools menu.
    2. Then go to Privacy (tabs).
    3. Under "Settings", move the slider bar to Medium-High.
    4. Click the OK button

    To enable cookies for Netscape 6.x and Firefox:

    1. On a Mac, go to the Preferences in the Firefox menu. On Windows, go to Tools > Options.
    2. Select the Privacy button
    3. Check the Accept Cookies from sites checkbox
    4. Click the OK button
    5. Click Reload on the browser menu when you return to the webpage.

    To enable cookies for Microsoft Internet Explorer 5.x:

    1. Select "Internet Options" from the Tools menu.
    2. Click on the "Security" tab.
    3. Click "Custom Level" button.
    4. Scroll down to the "Cookies" section.
    5. Set "Allow cookies that are stored on your computer" to "Enable".
    6. Set "Allow per-session cookies" to "Enable".
    7. Click "OK"

    To enable cookies for Safari:

    1. On a Mac, in the toolbar, go to the Safari. On Windows, go to the Edit menu
    2. Choose Preferences
    3. Select the Security button
    4. Under "Accept Cookies" check the option for Only from sites you navigate to
    5. Click the X button to close the window

    To enable cookies for Chrome:

    1. In Windows, click the wrench icon > Options. On a Mac, in the toolbar, go to the Chrome menu > Preferences
    2. Select the Under the Hood tab
    3. Click the "Content Settings" button
    4. Select Cookies in the left menu
    5. Check the option for "Allow local data to be set"
    6. Close the window
    7. Refresh your browser

    To enable cookies for Opera:

    1. On a Mac, open the Opera menu. On Windows, in the toolbar, go to Tools
    2. Select Preferences
    3. Select the Advanced tab
    4. In the left pane, select Cookies
    5. Check the option for Accept cookies
    6. Click the OK button

     

  • Help! I can't find the answer I need here!

    You can contact the PatientsLikeMe support team quickly by using the Contact Us link on the bottom of all of our pages.

     

Need more help? Email support@patientslikeme.com