Secure Client Portal: Troubleshooting

Here are the answers to some common Secure Client Portal questions.

My client changed their phone number and now they cannot access their portal because of the 2-Step Authentication.

1. Ask your practice's account owner to do the following:
2. Open the client's portal.
3. Click the three dots icon on the top right corner and disable the 2-Step Authentication.
4. Ask the client to log in to the portal and click My Account → Enable 2-Step Authentication.
5. The client should then be able to set up the 2-Step Authentication with their new number.

My client says their password is incorrect.

• The client's browser is saving and auto-filling a password for another software, overriding the one used for the portal. 
  
  • Ask the client to click the Forgot Password? link on the sign-in window.
  • Ask them to follow the steps to reset their password.
• The password is wrong.
  
  • Ask the client to click the Forgot Password? link on the sign-in window.
  • Ask them to follow the steps to reset their password.
• The email is wrong.
  
  • Confirm that the client is using the correct email connected to their PracticeQ account.
  • If so, ask the client to click the Forgot Password? link on the sign-in window.
  • Ask them to follow the steps to reset their password.

I get a white screen when I try to log in to the portal.

• Please check your password; it cannot contain special characters.
• If your password contains special characters, please change it to include only numbers and letters.

My client says that the reset email is not being delivered.

• Ask the client to use the search option in their email inbox to search whole account
• Ask them to search for the practice's sender email, if you have one set up.
• If you do not have an email sender set up, ask the client to search for app@intakeq.com. 
• Click on your portal link provided when you open your clinic portal.
• Click the Forgot password? link and enter in your client's email for them. 
• You may also try sending your client the portal link, but the option above is quicker for client.

  

My client has been locked out of the portal due to too many incorrect password attempts.

• Use this article to assist the client: Unlock a Client Portal Account Due to Failed Login Attempts.

My client's portal says there are new notifications, but nothing is new in the portal.

• This is most likely because the client has deleted messages after reading them, which causes it to show as an "unread message."

If the solutions above do not work or this article does not address your question, please email hello@intakeq.com.