The first time you open SaRA inside your EMR, you confirm your email once.
Bridge, the extension that puts SaRA next to your EMR, signs you in to SaRA with a one-time code sent to your email. There is no SaRA password to type. If Bridge is not installed yet, start with The SaRA browser extension.
What you see the first time
Log in to your EMR. Click the Bridge toolbar on the right side of the screen.
A panel titled Verify Your Email opens. Type your work email. Use the address you log in to SaRA with, which is the one your SaRA invitation was sent to.
Click Send Verification Code. An email with a code arrives from [email protected].
Copy the code into the panel. The SaRA icon in the toolbar turns from grey to colour. Click it and SaRA opens next to the chart.
If the panel already shows an email address, check that it is your work email. If it is not, click Change verification email and type the right one.
Bridge asks you to confirm your email in two normal cases. Once when you are new to Bridge, and again after you change your EMR password. It takes the same minute each time.
The code did not arrive
Wait a minute, then look in your spam or junk folder. The email comes from [email protected].
Check the address in the panel for a typo. Click Change verification email to fix it.
Click Send again in the panel for a fresh code.
Still nothing? Some work email systems hold messages before they reach your inbox. Ask your IT team to allow email from arrowhealth.io. Everything IT needs is in Network and allowlist requirements.
"Your email domain isn't associated with any clinic", or the sign in keeps starting over
After you enter the code, SaRA looks for your account by the email you confirmed. If it cannot find you, Bridge shows a message like one of these:
Your email domain isn't associated with any clinic. Please contact your administrator for assistance.
Unable to sign in. Please contact your administrator for help.
Both mean the email you confirmed does not match a SaRA login yet. The SaRA icon stays grey. Here is what usually causes it, and the fix for each.
You confirmed a different email. A personal address, or a second work address. Hover over the Bridge icon for about three seconds to see which email it is using. Click Change verification email and use the one you log in to SaRA with.
You have not been added to SaRA yet. Ask whoever manages SaRA at your practice to add you from the Manage page. The steps are in Adding and removing team members. Practices with several clinics that share one email ending (the part after the @) need this before anyone signs in through Bridge.
Your practice uses more than one email ending. For example, your SaRA login ends in one name and the email Bridge knows you by ends in another. Message us with every ending your staff use. We add them to your practice, so the same name before the @ signs you in under either ending.
When you message us about this, include your name, the email Bridge shows, the email on your SaRA login, and your clinic.
The SaRA icon is grey, or the panel is gone
A grey SaRA icon means you are not signed in yet. Click the Bridge toolbar and finish confirming your email.
If the Bridge toolbar or the SaRA panel does not show up at all, work down this list.
Update Chrome. Click the three dots at the top right, then Help, then About Google Chrome. Chrome checks for an update. Click Relaunch if it offers one. A browser that is out of date can switch extensions off without telling you.
Start a fresh EMR session. Close every EMR tab. Log out of the EMR, then log back in, typing your username and password. The panel attaches when you log in.
Check that Bridge is on. Click the puzzle piece icon, then Manage extensions. Make sure Bridge is switched on. Click Details and set Site access to On all sites.
Pin it again. Click the puzzle piece icon and click the pin next to Bridge.
Use the browser where Bridge lives. If you use both Chrome and Edge, Bridge has to be installed in the one you open the EMR in.
Look for the Bridge mark. On your EMR's login page, a small Bridge mark sits in the lower right corner. If it is still missing after the steps above, tell us your EMR and the web address of its login page.
When Chrome is current, the About Google Chrome page says so, with the version number under it:
If the panel opens but says Connection failed. Please refresh and try again., refresh the page. If that message keeps coming back for everyone at a clinic, the clinic network is probably blocking SaRA. Send your IT team Network and allowlist requirements.
SaRA keeps signing you out
Your sign-in session expired. Please try again. When you see this, the panel closes. Click the SaRA icon again to sign back in.
Bridge asks for your email again. This is expected after you change your EMR password.
You share a computer. Each person should sign in to Chrome with their own profile and confirm their own email in Bridge.
If SaRA signs you out more than once in a working day, message us with roughly when it happened and the EMR you use.
When to message us
If you have worked through the section for your problem and SaRA still does not open, message us through the chat bubble in SaRA. You can open SaRA in a normal browser tab at app.sarahealth.com to reach it. Include:
Your name and the email on your SaRA login
The email Bridge shows when you hover over its icon
The EMR you use
The exact message on screen, or a screenshot with no patient information in it
Every way to reach us is in How to reach SaRA support.