--- title: Troubleshooting Individual Onboarding description: Vim's troubleshooting guide helps new users resolve common issues during signup, installation, and login with easy-to-follow steps. Contact support for further assistance. --- [![light](https://developerportal.getvim.com/hs-fs/hubfs/light.png?width=100&height=42&name=light.png "light")](https://developerportal.getvim.com/developer-portal) Open main menu Close main menu This is a search field with an auto-suggest feature attached. - There are no suggestions because the search field is empty. SCALE # Troubleshooting Individual Onboarding ![Vim](https://developerportal.getvim.com/hs-fs/hubfs/vim%20icon.png?width=45&name=vim%20icon.png) [Vim](https://developerportal.getvim.com/developer-portal/author/vim) Welcome to **Vim’s Individual Onboarding Troubleshooting Guide**. If you're setting up Vim for the first time and run into issues during signup, installation, or login, this guide will help you quickly identify and fix common problems. Each section below walks you through simple troubleshooting steps — no technical experience required. If at any point a step doesn’t resolve your issue, please reach out to [**support@getvim.com**](mailto:support@getvim.com) and our team will assist you directly.  🎥 **Watch the walkthrough video here:**[Individual (Solo) Practitioner Account Activation Video](https://www.loom.com/share/86a5346f49f1477296caaae713b02949?sid=741e198d-01fd-4a30-8101-0cff74244bca) --- #### Didn’t Receive The Verification Email Once Signing Up for Vim? **Try these steps:** 1. Check that you entered the **correct** email. If not, **refresh** and **restart signup**. 2. Look in your **Spam** or **Junk** folder for an email titled **“Verify your email”** from Vim. 3. If you use a **work email**, your organization might block automated emails (ex: Mimecast, Proofpoint, Barracuda, Cisco). - Ask your IT team to release or allow emails from Vim. 1. - Still not receiving it? Try **phone verification** instead. 1. - If the issue continues, contact [support@getvim.com](mailto:support@getvim.com). **If you’ve received the code and it doesn’t work:** - Make sure you’re using the **latest** verification email. - Restart the signup process if you think your link or code expired. --- #### 2. Didn’t Receive the SMS Code? **If you’ve opted for phone verification but didn’t receive the SMS code. Try these steps:** - Confirm the phone number shown on screen is correct. - Check your messages — sometimes codes land in **Spam or Blocked** messages. - Try resending the code. - If your carrier blocks short codes or international SMS, use a different phone number. - Still not receiving it? Contact [support@getvim.com](mailto:support@getvim.com). --- #### 3. Seeing “Vim Already Installed”? This message appears if Vim is already installed on your computer. - If **you’ve already installed Vim before**, this is normal — just continue. - If your **practice administrator** installed Vim but you’ve never logged into Vim: - Scroll to the bottom of the page and click **“Sign up here.”** - If multiple people share the same computer, make sure you’ve logged out of all other EHRs sessions before trying again. - If the page continues to appear even after reinstalling, email [support@getvim.com](mailto:support@getvim.com). ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-49-6027-PM.png?width=594&height=323&name=undefined-Nov-07-2025-04-31-49-6027-PM.png) --- #### 4. “Managed Account” Message in Marketplace If you see this message, your practice manages Vim access for all team members. ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-48-9980-PM.png?width=644&height=1201&name=undefined-Nov-07-2025-04-31-48-9980-PM.png) - Please contact your **practice’s** [**console**](http://google.com/url?sa=j&url=https%3A%2F%2Fauth.getvim.com%2Fu%2Flogin%3Fstate%3DhKFo2SBxOVc2YTNyQjB4RDhrVXN4SWFZWmVGOW9HZDlLUWlWMaFur3VuaXZlcnNhbC1sb2dpbqN0aWTZIERCSWI2TF9EVWJKRDFCOEhTLXVGS2ZXZVpRS2Q5WWJzo2NpZNkgRUdMZVU1WVdINEFNVWg5TnRZRW01U1pWaUVvNmxiQzg&uct=1760506476&usg=QqK6isMrzVtluYWt3zh_yQ6Sgxk.&opi=76390225&source=meet) **account admin or owner** to confirm your access to the requested app. --- #### 5. Vim Installer (MSI- eCW Only) Won’t Install **Common fixes:** 1. **Run as Administrator** – right-click the installer and choose “Run as a different user”, then enter your admin credentials. ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-48-5541-PM.png?width=612&height=383&name=undefined-Nov-07-2025-04-31-48-5541-PM.png) ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-48-1018-PM.png?width=601&height=700&name=undefined-Nov-07-2025-04-31-48-1018-PM.png) 1. **Download again** – if your file looks incomplete or has an old link, re-download it from Vim. 2. **Disable antivirus temporarily** – security software may block the installer. Ask your IT contact for assistance if necessary. 3. If the installer **gets stuck**, restart your computer and try again as Administrator. **Successful installation checks:** - **“Installation complete”** pop-up appears. - Vim extension appears in Chrome (this may require restart of your browser). ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-47-1444-PM.png?width=414&height=86&name=undefined-Nov-07-2025-04-31-47-1444-PM.png) - Vim is listed in the Control **Panel → Programs**. ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-47-7037-PM.png?width=676&height=458&name=undefined-Nov-07-2025-04-31-47-7037-PM.png) If installation still fails, contact [support@getvim.com](mailto:support@getvim.com). --- #### 6. I Completed Signup, But Nothing Happens After Logging Into My EHR **Try this:** - Log out and back into your EHR. - Make sure the **Vim browser extension** is installed and active in Chrome. ![](https://developerportal.getvim.com/hs-fs/hubfs/undefined-Nov-07-2025-04-31-47-3735-PM.png?width=290&height=142&name=undefined-Nov-07-2025-04-31-47-3735-PM.png) - Check that your EHR is supported by Vim. If the issue continues, contact [support@getvim.com](mailto:support@getvim.com). --- #### 7. Need to Add Additional Users?  - Independent (solo) practitioners **can’t add other users** to their existing account. If you need to switch to a group or practice account, contact [support@getvim.com](mailto:support@getvim.com). --- #### 🧩 Need More Help? - Watch the[Individual (Solo) Practitioner Account Activation Video](https://www.loom.com/share/86a5346f49f1477296caaae713b02949?sid=741e198d-01fd-4a30-8101-0cff74244bca). - Contact **Vim Support** anytime: [support@getvim.com](mailto:support@getvim.com) ---   [Back to SCALE →](https://developerportal.getvim.com//developer-portal/go-live-and-scale) [Back Home →](https://developerportal.getvim.com/developer-portal)   [![light](https://developerportal.getvim.com/hs-fs/hubfs/light.png?width=200&height=85&name=light.png "light")](http://getvim.com) Copyright © Vim 2025 Follow us on Instagram [Follow us on Facebook](https://getvim.com/) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Vim", "url" : "https://developerportal.getvim.com/developer-portal/author/vim" }, "dateModified" : "2025-12-04T23:58:43.680Z", "datePublished" : "2025-11-07T16:32:34.000Z", "headline" : "Troubleshooting Individual Onboarding", "mainEntityOfPage" : { "@id" : "https://developerportal.getvim.com/developer-portal/troubleshooting-individual-onboarding", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://developerportal.getvim.com/hubfs/light.png" }, "name" : "Vim" } } ```