Known Issue: Client Receives "The Information You Provided Was Not Correct"

History:

Some clients are unable to launcha telehealth session, after putting in their information on the confirm patient identity screen, they receive an error message "The Information You Provided Was Not Correct".  

iPhone Example

What To Check For:

The confirm patient identity dialog is extremely specific in order to provider for secure and compliant communications with the patient. Any deviations in the name (Spelling, hyphanation, punctuation) or birth date entered, compared to the patients AdvancedMD account will cause this error. 

INITIAL SUPPORT (Tier 1):

After you have properly identified the client, ask them to confirm their last name (including spelling) and birthdate. Compare this with what is in AdvancedMD. 

If the clients information does not match exactly; Make any corrections needed, save any changes, and send the patient a new invite link (click the elipsis from the provider list view, and send invite).

If the clients information does appear to be correct; Make a minor change to the Patient Last Name (add a letter to the end), Click Save, remove the modification you just made, Click Save, and send the patient a new invite link (click the elipsis from the provider list view, and send invite). 

If the issue persists, contact your practice AdvancedMD SuperUser/Admin, and they can involve AdvancedMD Key Account Support.