They reached the SMS Limit
If a patient has requested 9 SMS codes when logging in, we will place a lock on the patient's account for 24 hours.
We do this to limit the cost to practices. At the moment, our development team are the only people who can remove this lock. So get in touch with the support team via live chat and quote this article for further help on this.
Their password has been entered incorrectly
If a patient enters their password incorrectly 9 times, we will lock the account. To unlock the account, the patient will need to go through the password reset workflow.
Resetting the password will allow the patient to log in again.
How can I unlock a patients Portal account?
If you want to unlock an account, head to the Manage app and select Preview Portal. From there, click Existing patient and search for the patient. You can then unlock their account by clicking Unlock.