A little guidance.
Whenever you need it.
Find answers about accounts, activation, privacy and your circle of care.
How do I activate my tag?
Sign in, open a profile you own or manage, and select HopeTags → Activate a tag. You need the public code on the tag and the separate private secret from its packaging.
Read the setup guide →My activation secret isn’t working.
Check the code and secret carefully. Repeated failures temporarily lock activation; wait before trying again. Secrets also expire and cannot be reused after activation. If the packaging is missing, contact the issuer using a verified account. The bracelet code alone cannot establish ownership.
I forgot my account password.
Request a recovery code through the verified email address on your account. Enter that code with your new password. A QR code, public code or the wearer’s name cannot recover an account.
Recover your account →I haven’t received my confirmation email.
Check your spam folder and the address you entered. You can request another confirmation code. If delivery still fails, use the operator’s support options.
Resend confirmation →Why doesn’t a scan show my profile?
New tags start in Private mode. Public scanning requires an active profile, an active tag in Public mode, and individual fields marked Public. Keeping your tag private is also a valid choice.
What should I do if a tag is lost?
Open the profile’s HopeTags tab and mark the tag lost or suspend it. It will stop displaying personal information. Use a newly issued tag when replacing a permanently retired one.
Can another caregiver help manage a profile?
An Owner can invite a verified account as a Manager or Viewer. Managers can update information; Viewers can only read. Access can be revoked from the Caregivers tab.
How does ownership transfer work?
The current owner re-enters their password and invites a verified recipient. The recipient receives a separate, expiring secret and must sign in and reauthenticate to accept. Acceptance transfers the profile and all its tags, and revokes previous caregiver access.
Why can’t I use institution lookup yet?
Both your institution and your individual clinician/officer membership need approval. Institution administrator and auditor roles do not automatically grant access to protected profiles.