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My link is locked

Updated

A link locks after five wrong dates of birth. This keeps your information safe if the link reaches the wrong person. Your doctor's office can send you a new link.

What you see

The page shows a Link locked label and says This link is locked. It tells you which clinic to contact to get a new link. There is no box left to try again.

The lock is permanent for that link. Nobody can unlock it, including Docnote support.

  1. Contact your doctor's office. Tell them your link is locked.
  2. If you weren't sure of the date of birth, ask them to check the patient's date of birth on file.
  3. Ask them to send you a new link.

What happens next

You get a new email from your doctor's office.

  • The new link gives you five new tries.
  • The old, locked link stops working. Use the new email only.
  • Enter the patient's date of birth: the person the request is for. See Why do I need to enter my date of birth?

Still stuck?

If something doesn’t look right, our customer support team can help. Contact customer support or email support@docnote.com.