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Service Shutdown Information We are shutting down service for all devices and apps on December 31 2016. We have issued a safety recall for the Peak and are offering refunds for all Peak and B1 devices and accessories.
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Account / Website

How can I find the login page for logging into my account online to view my data?
Please visit this page for logging into your online account:
https://app.mybasis.com/login


My email address / password is not being accepted

If you see the error message "That is not a valid email / password combination. Please try again.", please double check the following:

1. That the email address and password you have entered are correct and do not contain any typos.

2. That the email address you have entered is the one that is associated with your Basis account (if you have more than one email address.)

3. That the page where you are attempting to log in is the below page (which is the login page to our web application):

https://app.mybasis.com/login

Our support site is powered by Zendesk and requires separate login credentials from your Basis account. Therefore your Basis password won't work for logging into our support site at http://support.mybasis.com/login.

If you are still unable to log into your account, we would recommend resetting your password per the below steps.


How can I reset my password? / I've forgotten my password
You can reset your password by visiting the below link:

https://app.mybasis.com/#forgot_password
Please enter your email address and click "Reset Password".

You should see a confirmation on the screen that we've sent you a password reset email.


Please log into your email inbox and follow the instructions in this email to reset your password.

 


I requested a password reset but I am seeing the following error message: "unknown_user"

The "unknown_user" error message indicates that the email address you entered is not associated with any Basis account. Please double check that there are no typos in the email address you've entered. If you have more than one email address, your Basis account may be associated with a different email address.


I've submitted a password reset request but I haven't received the password reset email

If you can't see the password reset email in your inbox, please also check your Spam folder. Please be on the lookout for an email from no-reply@mybasis.com with the subjectline "Confirm password reset".

We recommend whilelisting no-reply@mybasis.com and support@mybasis.com (as well as the mybasis.com domain) by adding them to your safe senders' list / address book to ensure that you receive future emails from us.

If you are using an app such as Outlook or Thunderbird to check your emails and you can't see the password reset email in either your inbox or your Spam folder, we recommend loging into your email service provider's web client directly to check for the email.

If you still can't locate the password reset email, please contact our Support Team by submitting a request.


"Time for an update" error message

There are 2 main reasons why you'd be seeing this error message:

1. If you are using an earlier version of your web browser which our website no longer supports. Updating to a later version of your web browser should fix this issue.

You can find out which versions of your browser are supported by our website and how to upgrade to the latest version of your web browser under System Requirements.

2. If cookies are disabled in your browser.

Some of our web pages, such as the login page to our web application, require the use of cookies in order to function correctly. You can however delete cookies after leaving our site if you prefer.

A cookie is a piece of data that is stored on a computer, tablet or mobile device when you visit a website so that the website can remember you if you visit it later and so that the webpage can be customized based on information you may have provided. For further information on how and why we use cookies, please visit our Privacy Policy.

Here's how you can make sure cookies are enabled in your browser:

Google Chrome:

  • Click the Chrome menu () icon in the top right corner of Google Chrome.
  • Select "Settings" to the left hand side.
  • Near the bottom of the page, click "Show advanced settings".
  • In the "Privacy" section, click "Content settings".
  • Check the first section (Cookies).

If the setting is "Block sites from setting any data", then cookies are disabled. The following cookie settings would work for using our site: "Keep local data only until you quit your browser" or "Allow local data to be set".

If you prefer to disable cookies in general ("Block sites from setting any data"), then please add an exception for app.mybasis.com or [*.]mybasis.com under "Manage exceptions..."

Mozilla Firefox:

Go to Tools > Options

Either check the box that says "Accept cookies from sites", or if you prefer to keep cookies disabled in general, then please add an exception for mybasis.com under "Exceptions" by entering mybasis.com, clicking "Allow" and then "Close".

Internet Explorer:

Go to Tools > Internet Options > Privacy

The settings "Block all cookies" or "High" will disable cookies for our site as well so please change your cookie settings to "Medium High" or a lower setting.  If you prefer to use the High setting, please add an exception for allowing cookies for mybasis.com under "Sites" by entering mybasis.com, clicking on "Allow" and then "OK".

Safari:

Go to Safari > Preferences, click Privacy, and select "Never" in the “Block cookies” section.

If you are using Safari, please also make sure that you are not in Private browsing mode. Private browsing mode is indicated by a little gray box that says "Private" in your address bar. You can quit Private browsing mode by clicking on this "Private" box in your address bar.

If you are still seeing the "Time for an update" error message after upgrading to the latest version of your browser and ensuring that cookies are enabled in your browser, please do not keep refreshing the page, as this will just keeping refreshing the error message.

Instead, please try the following:

  1. Open a new tab or new window in your browser. In this new tab or new window, copy-paste https://app.mybasis.com/login (or the relevant URL you are trying to access) into the address bar, or navigate to the relevant page on our website.
  2. Close and reopen your browser. Copy-paste https://app.mybasis.com/login (or the relevant URL you are trying to access) into the address bar, or navigate to the relevant page on our website.
  3. Clear your browser cache. You can find browser specific instructions on how to do so under Clearing Your Browser Cache.

If the issue persists, please Submit a Request


"Oops... This page is missing" error message (Basis Bot error message)



If you see this error message, please do not keep refreshing the page, as this will just keeping refreshing the error message.

Instead, please try the following:

  1. Open a new tab or new window in your browser. In this new tab or new window, copy-paste https://app.mybasis.com/login (or the relevant URL you are trying to access) into the address bar, or navigate to the relevant page on our website.
  2. Close and reopen your browser. Copy-paste https://app.mybasis.com/login (or the relevant URL you are trying to access) into the address bar, or navigate to the relevant page on our website.
  3. If you are manually entering the URL into the address bar, please check that the URL you've entered is correct and does not contain any typos.
  4. Clear your browser cache. You can find browser specific instructions on how to do so under Clearing Your Browser Cache.


I am still unable to access your site after following the recommended steps


Please Submit a Request

In your request, please provide us with the following information so that our team can troubleshoot your issue quickly and efficiently:

  • The URL of the webpage you are trying to access
  • The text of the error message you are seeing
  • The name and version number of the browser you are using.
  • Any troubleshooting steps you've already tried
  • Any other information you feel might be relevant

 

Next Article: Clearing Your Browser Cache

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