Loop Set Up guidance and common error tips

Set up guidance video Connecting to Loop Video Link

1. Open your phone’s application store, search “Allocate Loop” and install
2. Open Loop and you will see this screen.

3. If you have previously used MeAllocate, Sign In and use those login details.

You should then be logged in successfully and can use Loop going forward.

4. If you have forgotten your password, click “Forgotten your password?” and input your email to request a reset.

5. If you have not used MeAllocate, instead Sign Up and input your details
6. You will then receive a verification email to the email address you entered, go to that email, and click verify, then log in.
7. On the next screen, tap “Connect to your Organisation.”

8. Start typing “Royal Cornwall Hospitals NHS Trust” and pick from the list.

9. Enter your rostering/EmployeeOnline (EOL) details here, this will usually be the same username as you use to log into your work PC, made up of a combination of letters from your surname and first name.

In this screen specifically, you must use your username, not your email address.

If you require a reminder of your username and password, or receive an error stating the password you are using is incorrect, you can use the EmployeeOnline (EOL) Forgotten Password Link or email rch-tr.rostering@nhs.net.

10. Once connected your set up should be complete and you can use Loop like you used EmployeeOnline or MeAllocate previously.

Please note, Loop is optimised for use on mobile devices via the dedicated app. The web version can be used, but it is missing some features e.g., you cannot disconnect from an organisation on the web version of Loop.

Unable to see any information on my calendar.

1. The first thing to try is a refresh. To do this, tap the organisation (third) icon () on your calendar page menu bar.

2. There you will see RCHT listed as your organisation, tap to refresh the app.

3. If you do not see RCHT listed here, you need to connect to see any information. Follow the steps above to connect your account to RCHT.
4. Also try fully logging out (i.e., using the log out button, not just closing the app or browser window) and log back in, generally this will fix the Access Denied error:

Web Version                          Mobile App

“Error while associating the account. Error(s)= The account for Login Name [User name] already has Allocate Account.”

1. If you receive this error, you may have previously used MeAllocate and should sign in with these details instead of signing up with new login details.
2. If you wish to change the email you use to log into Loop, go to the main tab (this must be done on mobile) and tap the building icon in the top left.

3. If here you see RCHT listed, tap the three dots next to RCHT (…)

And select Disconnect Healthcare Provider

4. On the next screen, enter your rostering ID/EmployeeOnline details again.

5. Log out and then select Sign Up instead, following the instructions above.
6. If you are unsure of your Me login, believe you never used Me, or RCH does not show as connected here, contact the eRoster team to check the email associated to your account or to escalate to the service provider to remove the link.

“Error while associating the account. Error(s)=User Account for Login Name [User name] cannot be found”

If you have entered anything other than your rostering ID/EmployeeOnline (EOL) username in the screen to connect to RCHT, you will receive this error. You may also receive this error if you are a new starter or had not had an EOL account set up previously. If you require a reminder of your username and password, or receive an error stating the password you are using is incorrect, use the EOL Forgotten Password Link or email rch-tr.rostering@nhs.net.

“The account is already associated with selected trust.”

This error may occur when you have attempted to connect to an organisation in an area with bad signal or network connectivity. To fix this, log out and log in again and to be automatically connected to the organisation. When logging back in again, use the email address and password you used to set up when signing up to Loop.

“Invalid Credentials!”

If when you try to log in on the mobile app you receive the Invalid Credentials error, this means that you have deleted your account within the app. Regarding invalid credentials, please see below from the Software Provider:

“When a staff member receives the 'Invalid Credentials' error message while logging into the Loop App, it means they've deleted their account from inside the Loop App. This means they can no longer use that email address for Loop Mobile. They can still view rosters on Loop Web, but they won't see the trust page. On Loop Web, they will appear as Loop User (LU) instead of their name, due to GDPR and app store requirements. Users are warned twice that this deletion is permanent, and currently, we have no way to reuse the deleted email to log back into Loop once it's been deleted. Please advise the user to sign up with a new email address via the Loop Web/Mobile version, this will enable them to connect to their organisation.”

However, as this is only preventing use of the more social elements of Loop, you only have to do this if you wish, as we are not pushing the social side, as long as you can access your roster section via the Loop (Web Version), this is really all you need.

You can also access the web version on your phone via the RCHT staff app link under the rostering tab, and you can turn the link into a shortcut on your phone (see our Guide and FAQs document for more information).

Article ID: 434
Created: March 13, 2025
Last Updated: March 13, 2025
Author: Administrator

Online URL: https://elearning.cornwall.nhs.uk/site/kb/article.php?id=434