We're here when you need us.
Whether you’re signing in, managing your account or finding your way around PurpleCare, we’re here to help you access the support you need.
How can we help?
Choose a topic below to find the right support and information.
Account & sign-in
Help with passwords, account access, verification, Face ID and your profile.
Appointments & care
Questions about appointments, results, prescriptions and healthcare services.
App & technical support
Troubleshooting, app features, notifications and device support.
Family & delegated access
Managing authorised access for family members and dependants.
Privacy & personal information
Your privacy rights and how your information is handled.
Community & safety
Support for a respectful and safe Community experience.
Account deletion
How to request deletion of your PurpleCare account.
Health & medical information
Understanding the role and limitations of PurpleCare.
Need urgent medical assistance?
PurpleCare is not an emergency medical service. If you or someone else needs urgent medical attention, contact the appropriate local emergency service or seek urgent medical care.
We're here to support your digital experience.
Need help using PurpleCare? Our technical support team can assist with app access, functionality and technical issues.
For questions about appointments, medical reports, treatment or billing, please contact your healthcare provider directly.
When contacting us, include the name of your healthcare organisation so we can direct your enquiry appropriately.
Quick answers
Find answers to common questions about PurpleCare.
Why am I asked before opening Learning, a video or an event?
In app versions with third-party content consent controls, these notices appear because the features connect to independent content providers. The notice explains what they may receive before you choose to load them. YouTube may show advertisements. Videos require you to press play. Where offered, you can open videos and events externally instead, or decline and continue using other patient services.
Stop third-party content closes the content view, but requests already sent may finish. It does not remove information already received by the provider or its cookies. Controls vary by app version; keep your app updated. Read section 8.4 of our Privacy Policy for information about YouTube, MedlinePlus and independent event websites.
How do I reset my password?
Select Forgot password on the PurpleCare sign-in screen and follow the instructions to verify your account and create a new password.
If you cannot complete the process, contact your healthcare organisation for account assistance or PurpleCare Support if you encounter a technical issue.
How do I add a family member?
Where Family Access is enabled, PurpleCare allows authorised users to manage selected healthcare services for linked family members or dependants.
Access may require an invitation, approval or verification through your healthcare organisation.
Contact your healthcare provider if you need assistance establishing the appropriate relationship.
Can I use Face ID to sign in?
PurpleCare supports biometric authentication on compatible devices where this functionality is available and enabled.
Once you have signed in, you can enable biometric access through the relevant account or security settings.
Your device manages biometric verification. PurpleCare does not store your fingerprint or facial biometric template.
How do I delete my account?
Open the account or privacy settings in your PurpleCare app and select the available account-deletion option.
If you cannot access your account, use the external deletion page or contact details provided by your healthcare organisation.
Some healthcare records may need to be retained after your PurpleCare account is deleted.
How do I book or change an appointment?
Where appointment booking is enabled, open Appointments in PurpleCare to review available options and manage eligible appointments.
If the service or change you need is unavailable, contact your healthcare organisation directly.
Is my information secure?
PurpleCare uses authentication, access permissions, session controls and other technical and organisational safeguards designed to protect personal and healthcare information.
Where authorised family access is enabled, permissions help determine which information another person can access.
For more information, read the PurpleCare Privacy Policy.
Who do I contact about a medical report?
Contact the healthcare organisation that provided the investigation or report.
Your healthcare provider is responsible for releasing, explaining and advising you about your clinical results.
PurpleCare provides digital access to eligible reports but does not independently interpret them.
What do I do if something isn't working in the app?
Try closing and reopening PurpleCare, checking your internet connection and ensuring that you’re using the latest available app version.
If the issue continues, email hello@purplecrayola.com with your healthcare organisation, device type, app version and a description of the problem.
Do not include passwords or sensitive healthcare information in an ordinary support email.
More information
Explore our key policies and guides.