How do I help a patient who can't log in because their details aren't correct?
If a patient has tried logging in for the first time, and found that the database can't find their account, or can't verify their identity:
This means the details the patient has provided (name, date of birth, number and email address) don't match what your practice has on record for them, either because they have been typed in incorrectly, or because they are out-of-date or missing completely.
Advise the patient to first ensure they have entered the details correctly first.
If it continues, they will need to ask your team to check their details match, and update the details if not.
How do I help a patient who can't log in because they are locked out?
Read our detailed guide on how to help a patient who has been locked out of their account, if they have exceeded either the password attempt limit or the SMS code limit (as part of the two-factor authentication process).
📝 Please note: Two-factor authentication texts sent to patients may incur a charge for your practice.