Your patient says the payment email never arrived. Most of the time it's in their spam folder, or their email address has a typo. This takes about two minutes.

Ask your patient to check

1. Ask your patient to search their inbox for your clinic's name or for Docnote.
2. Ask them to check their spam or junk folder.
3. Confirm the email address you have for them, letter by letter.

If the address is right and they still can't find it, send it again (see Send the email again).

Check whether it reached them

1. Go to Service Requests and open the patient's request.

2. Look at the Activity list. Payment request delivered means the email reached their mailbox. Ask them to look again, then send it again if they need it.

When an email can't be delivered, Docnote tells you in two places:

• The request shows a red notice at the top, saying why. For example: The email could not be delivered to the patient's address.

• On the Service Requests list, the request has a Couldn't reach patient flag under its status. To see every patient you couldn't reach, click Filter, tick Couldn't reach patient under Patient notification, and apply the filter.

While an email can't be delivered, Docnote pauses the payment reminders for that request. They start again once an email gets through.

Fix the email address

When the request shows the red notice:

1. On the notice, click Update email & re-send.

2. In Patient email, type the correct address.

3. Click Save & re-send.

You'll see Patient email updated — the request was re-sent. When the new email reaches your patient, the red notice goes away on its own.

The new address is saved on the patient, so their other open requests use it too.

Patient came from your EMR?

Docnote can't change the address in PS Suite. If Docnote warns you about this, correct the email in the patient's chart as well, or the next request from your EMR brings the old address back.

If you see This patient has a Docnote account; they update their own email in account settings., ask your patient to change it there.

Send the email again

If the address is right, send the email again:

1. Open the request from Service Requests.

2. In Actions, click Resend email.

You'll see Email sent to patient. Ask your patient to open the link in the newest email.

Resend email is there while the request is Awaiting payment. After your patient pays, you can resend the invoice or download link instead.

What your patient sees

Your patient gets a new email with the payment link. To see the rest of their steps, read What does my patient see?

To fix the address and send the request again, see My patient says they never got the email.