Troubleshoot the patient portal

Fix the problems patients most often report when signing in or using it.

Table of Contents

When a patient cannot sign in or find something, the cause is usually a portal setting or the email on their card.

Common problems

No sign-in code: check spam, then check the email on their card matches.
The email already has an account: they should sign in with that email instead.
A section is missing: that feature is off. Turn it on in Client Portal setup.
Forms do not show: check that forms are switched on and that the form links to the service.
Cannot cancel or reschedule: changes are off, or the visit is within your notice window.
Code expired: codes last 8 hours, so request a new one.

For missing services or times when booking, look at your online booking settings.