Check the address on the request, see whether Docnote could deliver the email, then send it again. This takes about a minute.

Check the request

1. In the sidebar, click Service Requests and open the request.
2. Under Patient details, check the Email address. A typo is the most common cause.

3. Look at Activity:

   • Payment request delivered means the email reached the patient's mailbox. Ask them to check their junk or spam folder.
   • Payment request could not be delivered means their mailbox refused it. A red notice at the top of the request says why.

Docnote can tell you whether an email was delivered, but not whether the patient opened it.

The email couldn't be delivered

1. On the red notice at the top of the request, click Update email & re-send.
2. Enter the correct address under Patient email.

3. Click Save & re-send. You see Patient email updated — the request was re-sent.

Once the new email is delivered, the notice clears. Payment reminders, which pause while the email can't be delivered, start again.

The email was delivered, or the address was right

1. In Actions, click Resend email.
2. You see Email sent to patient.

Ask the patient to look for a new email from Docnote, including in junk or spam.

Find every patient you couldn't reach

On the Service Requests list, requests whose email couldn't be delivered show Couldn’t reach patient. Click Filter, then use Patient notification to see them all.

The patient is at the front desk?

Take the payment there instead. On the request, click In office payment.

If your patient calls the office about it, see What if my patient can't find the email? for what to tell them.

What your patient sees

See How do I pay my request?