Gets a recipient into the correspondence when they have the email but can’t open it.
Steps
- Open the correspondence from Sent and match the recipient’s tracking label to the fix. Everything you need is behind Actions beside that recipient.
- Blocked — the extra password was typed wrong too many times. Check the patient’s date of birth first, then Actions → Unblock. See Unblock correspondence.
- Expired — their access has run out. Actions → Resend gives them a fresh link.
- Revoked — someone at your practice cut their access off. If that was a mistake, Actions → Resend.
- Failed — the email never arrived. See Recipient did not receive the email.
- If the label looks normal, the extra password is usually the problem. Actions → Extra password lets you read the current one back to them or change it — see Use an extra password.
- Ask them what they see. One more step to open this means their email program cut the end off the link; ask them to paste the whole link from the email into the box on that screen.
Correct the patient’s date of birth
One wrong date locks out every outside recipient and the patient, so check the right date on the patient’s record first.
- Open the correspondence from Sent and click the pencil beside the date under DOB:, at the top next to the patient’s name.
- Type or paste the correct date and click Save. Dates that don’t exist and dates in the future are turned away.
This fixes the password for every recipient at once and sends nothing to anyone, so let anyone else waiting on it know.