The way you log in to the Patient Portal has changed. This document aims to provide you with each different scenario you may encounter when logging in to an account and any solutions necessary to make the process simple.
Scenario 1: New Patient tries to log in and their patient record is not identifiable.
You have gone to create an account as explained in our Patient Portal: New Patient - First-time login document. But, the database can’t find your account from your name, D.O.B, mobile number or email address you have provided.
This means that you have entered details that do not match what your practice has on record for you.
4. You will have to, as suggested in the image above, call your practice so that they can verify your identity and update your contact details.
Scenario 2: New Patient logs in but their details aren’t up to date at the practice
You have gone to create an account as explained in our Patient Portal: New Patient - First-time login document. But, the database cannot verify your identity as both the email address and your mobile number is missing from your Patient record in the practice.
2. You will have to, as suggested in the image above, call your practice so that they can verify your identity and update your contact details.
Scenario 3: You have failed to enter the six-digit code too many times or entered your password incorrectly and locked yourself out of your account.
This is when you have gone to log in or create a new login and you have incorrectly entered verification codes or passwords more than 10 times.
2. This means we have no way of knowing that it is you trying to access your account. The following screen will be shown.
3. If this happens you will be locked out of your account for 24 hours before you can try and log in again. If you do not know your login details we suggest you reset your password or contact the practice to confirm your contact details.