How do I help a patient who is locked out due to reaching the SMS code limit?
If a patient has requested 9 SMS passcodes when logging in (as part of the two-factor authentication process), their account will be locked for 24 hours, to limit the cost to practices.
After 24 hours the patient's account will be unlocked and they can try logging in again - if they need to access their account urgently, they will need to contact your practice.
At the moment, only our team can remove this lock. If a patient contacts you because they have been locked out for this reason, you can advise them to book through a different method such as over the phone, or you can get in touch with to us via support chat and quote this article for further help.
📝 Please note: Two-factor authentication texts sent to patients may incur a charge for your practice.
How do I help a patient who is locked out due to reaching the password attempt limit?
If a patient enters their password incorrectly 9 times, their account will be locked.
To unlock the account, the patient should go through the password reset steps. Following the steps and resetting the password will allow the patient to log in again.