The patient cannot get into the portal
The patient creates the account themselves, but access to the clinic's records only comes from linking that account to a patient record. Without it the portal opens empty and says so outright.
Are you seeing these symptoms?
- The patient sees **No portal access** despite having an account
- The patient sees **No patient record linked to your account.**
- The link in the invitation message opens no page at all
- The patient never received the invitation message
- The patient sees only one clinic, although they are treated at two
The patient portal has two layers, and confusing them is the source of most tickets. The first is the account — the patient creates it, with an e-mail address or through Google or Apple. The second is the link between that account and a patient record in your clinic. An account with no link signs in perfectly well and shows an empty portal; that is not a sign-in error.
You can see the state of the link from one detail on the patient record: the Invite to Portal button disappears once the record is already connected to someone's account.
How to do it
Work out where the patient is stuck
Ask for the exact wording of what they see:
- No portal access together with "Your account does not have patient portal access at any clinic" — the account exists, the link does not exist anywhere.
- No patient record linked to your account. and Please contact your clinic to get access to the patient portal. — the same thing, seen from inside the portal.
- Sign in could not be completed. Please try again. — the problem is at the account level, not the clinic's. The patient resets their password on their own side, just as with any other service.
Check the address on the patient record
The link goes by e-mail address. A record with a personal address and an account created on a work address are two different things, and nothing will join them by itself. Ask the patient exactly which address they sign in with, and compare it with the record.
Send the portal invitation
On the patient record click Invite to Portal. Heltio sends a message titled You've been invited to the patient portal with the clinic name and an Accept Invitation button. The link is single-use and valid for 48 hours — after that a new one has to be sent.
Check whether the record is already taken
If the Invite to Portal button does not appear on the record, the record is already linked to some account — possibly not the one you have in mind. On an attempt to assign it to a second account Heltio refuses: This patient record is already linked to another account.
This happens when the patient created an account on an address someone in their family also uses. The answer is not to create a second record — report it to support, because unlinking an account from a record needs intervention on our side.
Explain it to a patient treated at two clinics
A patient whose account is linked to records at two clinics has their own switcher in the portal. They see the appointments, exercises and messages of whichever clinic is selected, and only that one — treatment history from two places never merges, and this is not a limitation to be worked around.
Your clinic missing from their list means exactly that there is not yet a link to your record.
When something does not work
Your account does not have patient portal access at any clinic. If you received an invitation link, please use it to activate your portal.
What this means: The patient's account exists but is not linked to any patient record.
No patient record linked to your account.
What this means: The same thing, seen from inside the portal after signing in.
This patient record is already linked to another account.
What this means: The patient record already has an account assigned, usually one created earlier on the same household address.
Patient self-registration is not enabled for this clinic.
What this means: The patient is trying to set up access without an invitation, and the clinic does not allow that.
Sign in could not be completed. Please try again.
What this means: An error at the account level — a wrong password or an unconfirmed address.
Who has access
Clinic Admin Receptionist PractitionerThe portal invitation is sent by anyone entitled to edit the patient record — in practice reception and the clinical team. A trace of the send stays in the clinic's audit log.
The clinic never sees a patient's password and never signs in to their account. A request of "please set a password for me" cannot be granted, and should not be granted even by a workaround.
Related
- Patient portal — overview — what the patient sees after signing in.
- Guardian accounts — a parent's or guardian's access to a child's record.
- Patient record — where the invitation button sits.