The patient does not have an email address.

A patient cannot currently sign up for Passport if they do not have an email address. Please advise them on how to set one up; many email providers are free and easy.

The patient does not have a mobile phone number or asks you for the invitation code directly.

By default, the Invitation Code is texted to the mobile phone that’s saved in their chart for two-factor authentication. However, you can also give them the code verbally - click here for instructions. 

The patient never received the invitation email

First check whether the patient's email address is correct.

• If the email is incorrect, update it in the patient's demographic window and resend the passport invitation.

• If the email is correct, ask the patient to:

  • look in their email spam or junk folder
  • search for an email from "elationpassport.com" in their email

The patient received the invitation email but never received the invitation code.

By default, the Invitation Code is texted to the mobile phone that’s saved in their Elation chart. If the patient did not receive a text message:

1. Double check (and if necessary, correct) the patient's mobile phone number and resend the invitation email. 
2. Confirm with the patient that their mobile phone service provider does not have a feature that blocks certain text messages.

You can also give them the code verbally if needed. Click here for instructions. 

The patient wants the invitation sent to a different email.

If the patient has not yet registered for a Passport account, update the email address in the patient's chart and re-send the invitation to the patient. This updated email will now be the email address associated with their Passport account.

If the patient is already registered, direct them to login to their Passport account and go to their Settings to update the email address for their account.

The patient wants the invitation code sent to a different mobile phone number.

Update the mobile phone in the patient's chart and re-send the invitation to the patient. Afterwards, they’ll receive the Invitation Code at the updated mobile phone number when they go through the registration workflow.

You can also give them the code verbally if needed. Click here for instructions.  

The patient wants to use the same email for another Passport account.

Patients can use a single email to sign in to multiple Passport accounts. Click here for more information.

1. The email address the patient used to receive their Passport account invitation & register for their Passport account.
2. The username (email address) the patient uses to login to their Passport account (if different from their registration email).

The patient forgot their password.

On the Patient Passport login screen, have the patient click the Forgot Password? button and enter their Passport email to reset their password.

Remind the patient their password needs to be 12 characters long with at least one number or special character.

The patient wants to change the email associated with their Passport account.

Patients can update their email address directly within their Passport account by following these steps:

1. Click on their name in the upper right corner of the page
2. Select Settings.
3. Click Change Email in the Login and Security section.
4. Enter their new email address and click Submit Request. 
5. Look for a verification email in the inbox of the new email address.
6. Verify the new email address by clicking the link in the email.
7. Login to Passport with their new email address.

The patient wants to change the password associated with their Passport account.

If the patient still remembers their existing password, they can update their password directly within their Passport account by following these steps.

1. Within Passport, click on their name in the upper right corner of the page
2. Select Settings.
3. Click Change Password in the Login and Security section.
4. Enter their old password and then their new password twice. 
5. Click Update Password.
6. Login to Passport with their new password.

If the patient forgot their password, have them click the Forgot Password? button on the Patient Passport login screen, and enter their Passport email to reset their password.

The patient has multiple Passport accounts linked together but is unable to switch between accounts.

Patients can only switch between linked accounts while logged in to Passport from a web browser - they cannot switch accounts in the iOS Mobile Application. Ask the patient to login to their Passport account on a web browser and follow these steps:

1. Click on the current profile name at the top right of the account.
2. Click on the name of the profile they want to switch to.

The patient's Passport account appears to route to the wrong practice.

Patients who previously had Passport access with another practice may still see that practice's records when they log in, even if they now see you as their current provider.

1. Log into their Elation Passport account via a web browser (rather than the iOS app). Click on their profile picture to check the dropdown menu for different views, specifically looking for the correct practice.

2. Confirm the email address they are using to log in (in case they have multiple accounts).

There are a couple of reasons why this may be happening:

1. You disabled patient-initiated messaging for all patients.
   1. You must enable messaging if you wish to allow patients to message. To do so:
      1. Go to Settings -> Admin Users Only -> Patient Passport Messages.
      2. Change the Allow patients to send messages to the practice toggle to Yes to enable patient-initiated messages.
2. You ended the conversation the patient is trying to reply from.
   1. Ended conversations cannot be re-opened - tell the patient to initiate a new message to you.

The patient is unable to attach records to a message. 

Patients can always attach records to a new message. However, patients can never attach records to an existing message thread. If the patient is trying to send you an attachment, have them initiate a new message.

The patient is unable to print from their Passport account.

Patients can only print records, messages, visit summaries and Clinical Profile information from their Passport account while logged in via a web browser. Advise the patient to login to their Passport account via a web browser.