A patient's link doesn't work

A patient opens the link from your email and sees This request has closed, Request unavailable, or a message that a form link has expired or was already used.

Check these first

1. Check the request. Open the patient's Requests page. A request is Waiting, Answered, Expired or Canceled. Only a waiting request still has a working link. A canceled request's link stops working, and answers the patient already submitted are kept.
2. Check the expiry. Links open for a limited time. The dialog you send from proposes an expiry one week ahead, and you can change it. The patient's page shows when the request closes: the date and time set when it was sent, or midnight for the day's scheduled asks. An expired request moves to Came back or closed with the date its link ran out.
3. Use Remind while it is still waiting. Open the row's menu and choose Remind. Salisan sends the same link again and extends it to 14 days from now if it would end sooner. Remind is not offered once the request has expired or been canceled. It needs the permission Send email, forms, and requests.
4. Send a new request if it has expired. Choose Send to patient on Requests, or Send form in the Forms section of the record. Set a later date under Expires. Each send makes a new link.
5. Check whether it was already answered. Each step of a request can be submitted once, and a patient who already sent a step is told so. A one-time form link says it has already been used. Look in Forms, Vitals and Came back or closed before you send another.
6. Make sure the email can be received. The link only works from the email Salisan sent, so a patient cannot find it by browsing. If the patient did not get the email, see A patient didn't get my email.

A request link is private. Anyone who holds it can open it. Do not forward it or paste it into messages to colleagues or support.

If it still doesn't work

Open Help & support from the Requests page. See Contact support.

Send the time you sent the request, the status shown in Requests, and the exact words the patient saw. Do not send the link itself or the patient's name.

See also Patient forms and requests.