A payment link stops working for one of a few reasons. Find the message you see below. In every case, the fix is the same: use the newest email, or ask your doctor's office for a new link.

Try the newest email first

If your doctor's office sent you the email more than once, only the newest link works. Older links stop working as soon as a new one is sent.

Search your inbox for your clinic's name and open the most recent email.

What the message means

• This link is invalid or has expired. The link is old, or a newer one has replaced it. Try the newest email. If that doesn't work, ask your doctor's office to send a new link.
• Request Expired. The request wasn't paid within 30 days of being sent, so it closed. It can't be reopened. Contact your doctor's office: they can send you a new request if you still need the service.
• Request Cancelled. Your doctor's office cancelled the request, and you weren't charged. Contact them if you think this is a mistake.
• This link can't be opened. The page names who to contact. Contact your doctor's office for help.

Ask for a new link

Contact your doctor's office and ask them to send the payment email again. Tell them:

• The patient's name.
• The Request number from the email, if you have it.
• The email address you'd like it sent to, if it has changed.

What happens next

You get a new email with a new link. Open it, enter the patient's date of birth, and pay as usual. See How do I pay my request?