Overview
Phone numbers are used for Patient App login verification and text messaging. When a patient changes their number, updating their existing profile 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 editing the correct client profile, especially if the account has an active membership or purchase history.
Phone numbers are tied to login, updating the existing account is preferred over creating a new one.
Duplicate account removal requires support@repeatmd.com, admins cannot delete duplicate patient accounts directly in the Admin Panel.
For patient-facing account settings, see Manage account settings (Patient App).
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, update the existing profile instead of having them sign up again.
Why duplicates happen. Patients often create a second account when they cannot access the original account after a phone number change. Updating the original profile prevents this.
Duplicate resolution. If two accounts already exist:
Identify which profile has the correct, most complete history.
Move any needed contact information to the primary account.
Email support@repeatmd.com to remove the duplicate account.
What admins can edit. Phone numbers can be updated from the patient profile Edit profile flow. Other locked fields may still require RepeatMD Support — see Edit patient profiles (Admin Panel) for the full editable-field list.
Step-by-Step Instructions
Update a patient’s phone number
Log in to the Admin Panel.
Click Client Profiles in the left-side navigation.
Search for the patient by name in the search bar.
Open the patient’s profile and confirm it is the correct account (check memberships, order history, and contact details).
Click the three dots menu and select Edit profile.
Update the phone number to the patient’s current number.
Click Save profile edits.
The patient can now log in to the Patient App with their updated phone number.
Prevent duplicate accounts when a patient changes numbers
When a patient reports a new phone number, update their existing profile before they attempt to sign up again.
Confirm the patient can log in with the new number.
If the patient already created a second account, proceed to Resolve a duplicate account below.
Resolve a duplicate account
Search Patients 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 the patient’s current phone number and any missing contact information from the duplicate.
Email support@repeatmd.com with:
Primary account patient name and email
Duplicate account patient name and email
Request to remove the duplicate account
After Support removes the duplicate, confirm the patient can log in to the primary account with their updated phone number.
Best Practices and Pro Tips
Update immediately when a patient reports a number change, before they try to create a new account.
Verify the active membership account before editing. Changing the wrong profile can strand benefits on a duplicate.
Do not ask patients to delete and re-register when a phone update on the existing profile 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 log in with a new phone number on their original profile. Updating the phone number on the existing 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: Phone number changes are typically handled by your practice in the Admin Panel. Direct patients to your front desk if they need an update.
Q: Will updating 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 patient profiles (Admin Panel) — other editable profile fields
Need help? Email support@repeatmd.com with both account details when requesting duplicate removal.