A patient cannot log into the portal
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When a patient cannot get into the portal, it is nearly always about their email.
The email does not match
The portal ties to the email on the patient's record. If they are trying a different address than the one you have on file, update the record to the email they use, or have them use the one on file.
They have not verified yet
First-time access requires verifying their email. Ask them to check for the verification message (including spam) and complete it.
No portal access set up
Confirm the patient has been invited to the portal. Re-send the invite or share the portal link.
Common questions
The patient never got the email.
Check spam, confirm the exact address on the record, and re-send. A typo in the email is the most common culprit.
Can I see what a patient sees?
The portal only ever shows a patient their own records; staff manage everything from the clinic side. See What patients see in the portal.
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