Overview
Phone numbers are used for Patient App login verification and text messaging. When a patient changes their number, updating their existing account promptly helps them sign in without creating a duplicate account. If a duplicate already exists, your team can consolidate information and request removal through RepeatMD Support.
This article is for front-desk staff, managers, and admins who maintain patient records in the Admin Panel.
Before You Start
Open the patient from Client Profiles in the left-side navigation.
Confirm you are working on the correct client profile, especially if the account has an active membership or purchase history.
Phone numbers are tied to login, so changing the number on the existing account is preferred over creating a new one.
You change a phone number by asking Fin, not in the Edit profile form. Fin asks you to confirm the patient and the new number before it changes anything.
Duplicate account removal requires support@repeatmd.com. Admins cannot delete duplicate patient accounts directly in the Admin Panel.
For other editable profile fields, see Edit client profiles (Admin Panel).
Why It Matters
Accurate phone numbers keep patients connected to your practice:
Prevent login failures when a patient tries to sign in with a new number on an old profile.
Avoid duplicate records that split purchase history, rewards, and memberships across two accounts.
Keep text messages deliverable to the number the patient actually uses.
Reduce support escalations by updating proactively when a patient reports a number change.
How It Works
Phone number and login. The patient’s phone number is their primary login identifier in the Patient App. When they get a new number, change it on the existing account instead of having them sign up again.
Who can change the number. Staff ask Fin to change it. Patients can also change their own number in the Patient App, from Account details. Neither route sends a verification text to the new number, so confirm the new number with the patient first.
When the new number already belongs to another account. The patient’s record at your practice is moved to that account. The patient is signed out of the app and signs in again with the new number.
When that account is already a client of your practice. The change is refused as a duplicate user, and nothing changes on either account. Fin explains why and hands the conversation to a person. Follow Resolve a duplicate account below.
Why duplicates happen. Patients often create a second account when they cannot access the original account after a phone number change. Changing the number on the original account prevents this.
Duplicate resolution. If two accounts already exist:
Identify which profile has the correct, most complete history.
Move any other needed contact information, such as email and referral details, to the primary account.
Email support@repeatmd.com to remove the duplicate account and move the phone number to the primary account.
Other fields. Other profile fields are edited from the patient profile Edit profile flow. See Edit client profiles (Admin Panel) for the full list.
Step-by-Step Instructions
Change a patient’s phone number
Confirm the patient’s new phone number with them.
Ask Fin to change the phone number for that patient. Give the patient’s name and the new number.
Fin finds the patient. If more than one patient fits, it asks which one you mean.
Fin reads the new number back. Confirm it. Changing the number changes which account the patient signs in to.
Fin makes the change and confirms. The patient can now sign in to the Patient App with the new number.
If Fin says a duplicate user already exists for that number, nothing was changed. Follow Resolve a duplicate account below.
Prevent duplicate accounts when a patient changes numbers
When a patient reports a new phone number, change it on their existing account before they attempt to sign up again.
Confirm the patient can sign in with the new number.
If the patient already created a second account, go to Resolve a duplicate account below.
Resolve a duplicate account
Search Client Profiles for both accounts tied to the patient.
Compare profiles and identify the primary account, usually the one with purchase history, memberships, or rewards.
On the primary account, use Edit profile to add any missing contact information from the duplicate, such as email and referral details.
Email support@repeatmd.com with:
Primary account patient name and email
Duplicate account patient name and email
The patient’s current phone number
Request to remove the duplicate account and move the phone number to the primary account
After Support finishes, confirm the patient can sign in to the primary account with their current phone number.
Best Practices and Pro Tips
Change the number immediately when a patient reports it, before they try to create a new account.
Verify the active membership account before changing anything. Changing the wrong profile can strand benefits on a duplicate.
Do not ask patients to delete and re-register when a phone change on the existing account will work.
Include both account emails when requesting duplicate removal from Support.
Share text opt-in steps if the patient stopped receiving messages after a number change. See Opt back in to text messages (Patient App).
Common Mistakes and FAQs
Q: Can I delete a duplicate account myself in the Admin Panel?
A: No. Email support@repeatmd.com to remove duplicate accounts.
Q: Why did the patient create a duplicate account?
A: Usually because they could not sign in with a new phone number on their original account. Changing the number on the original account prevents this.
Q: Which account should be the primary?
A: Keep the account with the most complete history: active memberships, purchases, rewards, or RepeatCash.
Q: Can the patient change their phone number in the Patient App?
A: Yes. Patients can change it from Account details in the Patient App. If the new number already belongs to another account, the patient is moved to that account and signed out, then signs in again with the new number. If that account is already a client of your practice, the change is refused as a duplicate.
Q: Why did Fin say it could not change the number?
A: A duplicate user already exists for that number at your practice. Nothing was changed. Follow Resolve a duplicate account above.
Q: Will changing the phone number affect text message delivery?
A: Messages go to the updated number. If the patient previously opted out, they may need to opt back in. See Opt back in to text messages (Patient App).
Next Steps and Support
Edit client profiles (Admin Panel): other editable profile fields
Need help? Email support@repeatmd.com with both account details when requesting duplicate removal.