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 and our team will assist you directly.
🎥 Watch the walkthrough video here:
Individual (Solo) Practitioner Account Activation Video
Didn’t Receive The Verification Email Once Signing Up for Vim?
Try these steps:
- Check that you entered the correct email. If not, refresh and restart signup.
- Look in your Spam or Junk folder for an email titled “Verify your email” from Vim.
- 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.
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- Still not receiving it? Try phone verification instead.
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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.
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.
4. “Managed Account” Message in Marketplace
If you see this message, your practice manages Vim access for all team members.
- Please contact your practice’s console account admin or owner to confirm your access to the requested app.
5. Vim Installer (MSI- eCW Only) Won’t Install
Common fixes:
- Run as Administrator – right-click the installer and choose “Run as a different user”, then enter your admin credentials.
- Download again – if your file looks incomplete or has an old link, re-download it from Vim.
- Disable antivirus temporarily – security software may block the installer. Ask your IT contact for assistance if necessary.
- 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).
- Vim is listed in the Control Panel → Programs.
If installation still fails, contact 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.
- Check that your EHR is supported by Vim.
If the issue continues, contact 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.
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