If you experience an issue registering your Aduro account, here are a few things you can try to help resolve the situation.

Make sure your web browser is compatible and up-to-date

Aduro supports the following web browsers:

• Google Chrome 62 or newer
• Safari 11 or newer
• Microsoft Edge 12 or newer

Check your internet connectivity, or try a different connection

If actions are slow or blocked, check your internet connection by sending/receiving a text or chat. Note that an employer's network security may also block certain actions. You might try a different connection to the internet, such as a home internet provider as opposed to an employer's network, smart phone data connection instead of wifi, etc. 

Clear your web browser history/cache or use a different device

Clear the web browser’s history/cache, including cookies, especially if you're on a shared device, before any attempt to log in to Castlight. Once logged in, check the username in the upper corner of the page to be sure the account you're logged into is yours.

Better yet, log on using a different computer or device that is not shared with any other user.

Do not use the QR code option

If registering an Aduro account via the Aduro Mobile App, do not use the QR code option. This option is for a different group of customers.

Double check your entries

Make sure all fields on the registration form are entered correctly. Names, email address and other information are validated against what the program sponsor has given us, so be sure to use what is on file with the sponsor's HR/benefits department.

Formatting

Check the formatting. Dates and phone numbers should be in the format shown on the registration page, and make sure your email address is also formatted properly.

Password requirements 

As for passwords, confirm that all the requirements are checked off as met, and that the passwords match. 

Terms and Conditions

Click the appropriate checkbox to indicate that you accept the terms and conditions. 

If you need assistance, please submit a help request using the Submit a Request link at the top of this page. When submitting a help request, please include the following information as applicable: 

• Your name
• Your phone number and time zone (esp. for account, personal or protected health information issues)
• Your employer or company sponsoring the program
• Device you’re using and the operating system
• Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
• Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved 
• Screenshots that illustrate the issue, if possible