Troubleshooting Patient Login Problems

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If a patient experiences difficulty logging in, the problem can usually be solved by asking the following questions: 

Are they using the correct login portal?

A patient may have trouble logging in because they accidentally clicked onto the wrong login portal. Each practice's website is designed differently, so make sure your patients are clicking on the Patient Rewards Hub link on your site and not a different patient login portal such as the one for your billing system. The correct login portal looks like this:

Is their card connected?

If a patient is following instructions perfectly yet cannot get access to your Hub, it could be that their rewards card was not connected to their profile. They may see this error:

You can check to make sure a card has been connected by logging into the Hub as a staff member and searching for the patient's profile. If the orange Connect Card button is present then the card needs to be connected.

Connecting a card is easy, and can be done either in-peron or over the phone if the patient isn't there. Simply click on the "Connect Card" button and swipe the patient's card or have the patient read the username off of his/her card while you enter it on the screen.

 

Are they trying to use a previously lost card?

When a patient loses their card, a staff member will usually connect a new card to their account, thus deactivating the original one. If the patient later finds their original card and tries to use it to login, they will receive an error message. 

To remedy this, login to the Hub and search for the patient's profile. Have them read the 16-digit username printed on their card to see if it matches the one on their profile.

If it does not match, then they are not using their current card, and one of the following steps should be taken:

  1. The patient can locate their current card and use it to login

  2. The staff member can verify the patient's identity and then give the patient his or her current username over the phone

  3. The patient can come into the office and have a staff member connect a new card to his or her profile

**Note** Oftentimes, a patient who has misplaced their cards will also not remember their password, and as such will require you to reset their password as well.

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