Your patient says their payment link is locked. You fix it by sending them a new link from the request. This takes about a minute.
Why links lock¶
Before your patient can see or pay a request, the link asks for the patient's date of birth. Each wrong date shows how many tries are left.
After five wrong tries, the link locks so no one can keep guessing. Your patient sees This link is locked and a message to contact your clinic for a new link. There's nothing they can do on that screen.
The usual cause: someone is opening the link for the patient, such as a parent or a lawyer's office, and is entering their own date of birth instead of the patient's.
Send a new link¶
- Go to Service Requests and open the patient's request.
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Check the Activity list for Checkout link locked. That entry confirms the link is locked.
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In Actions, click Resend email.
You'll see Email sent to patient. The locked link stops working, and your patient gets an email with a new one.
There's no unlock button and no code to read out. Sending a new link is the whole fix.
Before they try again¶
Tell your patient:
- Use the link in the newest email.
- Enter the patient's date of birth, even if someone else is opening the link.
- The date goes in as year, month and day.
The new link gives them five fresh tries. If you're not sure the date of birth on file is right, check it on the request before you send the new link.
What your patient sees¶
Your patient sees the date of birth screen again, then the checkout. To see the rest of their steps, read What does my patient see?