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Patient Can't Open Their Care Pack Link

Your patient calls the practice: "The link you sent me doesn't work." Here's how to diagnose it in under a minute - usually without the patient needing anything new.

V1.1 Care pack-Engagement

Step 1 - Check the Activity feed first:
Open the pack's engagement panel (click the status pill) and look at the Activity feed. It tells you exactly how far the patient got:

  • No "Share link visited" entry → the patient never reached the link. Go to Step 2.
  • "Share link visited" but "Verification attempt failed" → they reached it but entered the wrong date of birth. Go to Step 3.
  • "Pack opened" is there → they DID get in at some point; the current problem is likely a re-entry issue. Go to Step 4.

Step 2 - The link never got tapped:

  • Confirm the mobile number (or email) on the patient record is correct
  • Ask if they received the SMS at all - if not, re-send, or switch channel (send by email instead from the Share panel)
  • Some phones warn that links from unknown senders "may be harmful." Reassure the patient this is their phone's standard caution for any new number - choosing Continue opens the pack safely, and it stays protected by their date of birth regardless

Step 3  - Wrong date of birth:

  • The pack only opens with the patient's date of birth exactly as it appears on their record
  • Most failures are simple typos - ask them to try again carefully
  • Still failing? Check the DOB on the patient record - if it was entered incorrectly at the practice, the patient's real DOB will never match. Correct the record.
  • If a PIN was generated for the pack, the patient can request it by SMS from the verify screen -  it goes to the mobile number on their record

Step 4 - They were in before but can't get back in:

  • Re-opening the pack requires verifying again - that's by design; each visit is protected
  • Ask them to open the original link again and re-enter their DOB
  • If they rotated their phone or refreshed and were asked to verify again mid-reading, that's the same protection at work - re-entering the DOB gets them straight back

Quick reference - what the patient sees vs what it means:

Patient says Most likely cause Fix
"I never got anything" Wrong mobile number, or SMS not delivered Check number, re-send, or use email
"My phone says the link is dangerous" Phone's unknown-sender caution Continue is safe - pack stays DOB-protected
"It won't accept my date of birth" Typo, or DOB wrong on the record Re-try carefully; verify the record's DOB
"It keeps asking me to verify" Normal protection on each open Re-enter DOB - access is immediate