A Patient Portal User Is Getting an “Invalid Email or Password” Error

Issue

A patient is attempting to log into the Patient Portal and is getting an error that says "Invalid Email or Password". How do I fix this issue?

Environment

Kipu EMR, Patient Portal, Roles: Super Admins, Features: Manage Users, Manage Portal Accounts

Solutions

There are several ways to address this error.

Solution 1

The first is the user used an incorrect username and/or password.

1. Click on your initials, then click on Manage Users.
   
2. Click on Portal Accounts and verify the patient is using the correct email address to log in to the portal.
• Reminder: The email that appears on the patient's facesheet can be different from their portal email.
3. Check to see if the email listed in Portal Account Details matches the email the patient is checking.
4. If it is, try re-sending the invitation.
5. If the email on file matches the email the patient is using, suggest that they reset their portal account password. To do so, tell them to click Forgot Password.
   

Solution 2

The patient's email might have been connected to the new chart but they didn't confirm the connection by setting a password. Currently, such a portal account might seem active, but they'll see a “Pending invitation” banner on the patient’s facesheet.

1. If the confirmation URL has not yet expired, tell the patient to click on it and set their password to complete the connection process (they can use the same one they had or create a new one).
2. If the confirmation URL has expired there are two options.
   • Option 1
     1. Click on your initials, then click on Manage Users.
        
     2. Click on Portal Accounts and then on the edit icon for the desired patient.
     3. Disable their portal account.
     4. Then enable the account again. The status should update to Pending.
     5. Resend the invitation to the portal user by clicking on the airplane icon.
     6. The patient/contact will need to set their password one more time to complete the connection. They can use the same password they had before.
   • Option 2
     1. Click on your initials, then click on Manage Users.
        
     2. Click on Portal Accounts and then on the edit icon for the desired patient.
     3. Return to the Information tab of the patient's facesheet and click Invite to Portal.
     4. The patient will be sent a new confirmation email and must set their password to complete the connection. They can use the same password they had before.

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