In this article you'll learn how to:
If a patient claims that they have not received an email to join the patient portal, the following steps will help resolve the issue.
Email Verification
- Check that the email address for this patient is correct in Patient History.
- Check that the email did not end up in the patient's spam folder. If so, have them accept emails from DoNotReply@remedly.com.
- Reset the patient's password using the Forgot Password link to send a temporary password valid for 5 days. When they login, they will access their patient portal.
- To resend the patient portal invitation email, first delete the patient's email in patient demographics and saving this change to the patient account. Then add the patient email back in the patient account and save the patient account again. The system will ask if an invitation email should be sent to the patient and, if you respond Yes, then a few minutes later the patient will receive the patient portal invitation email.
Patient Communication Log
Verify if the email was sent to the patient using Patient Communication Log.
For more information on how to use Patient Communication Log, please see this article:
Marketing Lists
Verify if their email address was categorized in one of the following lists:
- Patients with Invalid Emails: email bounced
- Patients with Unvalidated Emails: email was sent successfully but the patient did not click through to the patient portal
For more information on Marketing List, please see this article:
