Instantly view a patient's portal status by looking at the secure message icon shown in the patient's photo block in the top left-hand corner of the patient dash.

  • Inactive Portal Icon Patient cannot access the Patient Portal because one or more of the following is true for him/her: (1) Patient Portal access is not enabled, (2) no email address on file, or (3) no ZIP code on file.
  • Unactivated Portal Icon Patient can access the Patient Portal but has never done so.
  • Secure Message Icon Patient is set up on the Patient Portal and has accessed his or her portal account.


Troubleshooting Patient Portal access based on secure message icon color:

  • Inactive Portal Icon Click on the edit icon Edit icon in the Patient Information block and, in the pop-up window that appears, click on the Basic Data tab in the same window to make sure that the patient has both an email address and a ZIP code on file. Click on the Patient Portal tab to make sure that "Patient Can Access Portal" is selected. Then click on the link at the bottom to "Send invitation/reset email" to the patient's email address on file.
  • Unactivated Portal Icon Either:
    • 1. Direct the patient to click on "I am a registered patient. Create my Patient Portal account" on your Patient Portal login page. The patient will need to enter his or her email, last name, date of birth, and ZIP code, all of which must match the corresponding information on file with you. Or:
    • 2. Bypass the confirmation step and manually send the patient a link to set up their username and password: click on the pencil icon to open the Patient Information block, then on the Patient Portal tab, and then on the link to "Send invitation/reset email" to the patient's email address on file.
  • Secure Message Icon Either:
    • 1. Direct the patient to click on "I forgot my password" on your Patient Portal login page to reset his or her password. The patient will need to enter his or her email, last name, date of birth, and ZIP code, all of which must match the corresponding information on file with you. Or:
    • 2. Bypass the confirmation step and manually send the patient a link to reset their password: click on the pencil icon to open the Patient Information block, then on the Patient Portal tab, and then on the link to "Send invitation/reset email" to the patient's email address on file.


If the patient is having trouble setting or resetting their password (i.e., is getting an email that his or her account could not be verified), there is likely a mismatch between the verification information being entered (email, last name, DOB, ZIP) and the corresponding information on file with you. Double check your information with the patient or bypass the confirmation step and manually send the patient a Patient Portal invitation/reset email, as described above.