Overview
RepeatMD automatically flags patients who check in an unusually high number of times in a short window. Admins can verify legitimate patients, block suspicious accounts from logging in, or unblock patients after review.
This article is for practice owners, managers, and admins who manage patient access to the Patient Rewards app.
Before You Start
Open flagged patients from Client Profiles in the left-side navigation.
A patient must trigger the suspicious flag before you can block them from the profile.
Blocking prevents login to your Patient Rewards app only (a platform block). It is not a global ban across all RepeatMD apps.
Blocking does not cancel memberships automatically. Cancel the membership separately if the patient is enrolled.
Why It Matters
Suspicious-activity controls help you:
Stop fraudulent or abusive check-in patterns that could inflate visit rewards.
Review edge cases quickly with verify/unblock workflows instead of permanent lockouts.
Protect legitimate patients who travel frequently or visit multiple times in a week.
Limit billing surprises by pairing blocks with manual membership cancellation when needed.
How It Works
What triggers the suspicious flag. A patient is automatically marked suspicious when they check in 5 or more times in 7 days.
Where you see the flagged icon. Admins see a flag icon on the Client Profiles list and on the patient’s individual profile.
Verify vs. block vs. unblock:
Verify clears the flag when the check-ins were legitimate. The flag can return if the patient checks in 5 or more times in 7 days again.
Block prevents the patient from logging into your Patient Rewards app indefinitely. Blocked patients see an error message about suspicious activity when they try to log in.
Unblock restores login access after you review a wrongful block.
Platform block scope: Blocking applies to your practice’s Patient Rewards app only, keyed to the patient’s phone number and account ID.
Memberships and billing: Blocking does not cancel memberships or stop billing. If a blocked patient has an active membership, cancel it from their profile separately. See Cancel a membership for a patient (Admin Panel).
Blocked patient support path: Blocked patients can tap Contact Us when attempting to log in on mobile app or mobile/desktop web to reach your practice directly.
Global blocks: To prevent a patient from logging into any Patient Rewards app, contact support@repeatmd.com or your Customer Success Manager. Global blocks are handled case by case.
Step-by-Step Instructions
Review a flagged patient
Log in to the Admin Panel.
Click Client Profiles in the left-side navigation.
Look for the flagged icon on the client profile list, or open a client's profile to see the flag there.
Review the patient’s Visit history and recent check-ins to decide whether the activity is legitimate.
Verify a patient (clear the flag)
Open the flagged patient’s profile.
Click Verify client.
The suspicious flag is cleared. If the patient checks in 5 or more times in 7 days again, the flag returns.
Block a flagged patient
Open the flagged patient’s profile.
Click Block client.
If the patient has an active membership, go to their membership section and cancel the membership separately. Blocking alone does not stop billing.
The patient can no longer log in to your Patient Rewards app.
Unblock a patient
Open the blocked patient’s profile.
Click Unblock client.
Login access is restored.
Best Practices and Pro Tips
Verify before you block. Frequent legitimate visits (for example, a treatment series) can trigger the flag. Review visit history first.
Cancel memberships when blocking. Blocking stops app access but not membership charges. Pair block actions with membership cancellation when appropriate.
Train front desk on Contact Us. Blocked patients may call or message the practice after seeing the login error. Know how your team handles those requests.
Use visit edits for logging errors. If duplicate check-ins caused the flag, you may also add or remove visits after verifying the patient.
Escalate global blocks to support. Platform blocks are practice-scoped. RepeatMD support handles cross-app bans.
Common Mistakes and FAQs
Q: Can I adjust the number of check-ins that trigger a suspicious flag?
A: Not at this time. The threshold is fixed at 5 check-ins within 7 days.
Q: Does blocking operate on the patient’s phone number?
A: Yes. Blocking is tied to the patient’s phone number and account ID.
Q: Will blocking automatically cancel the patient’s membership?
A: No. You must cancel the membership manually from the patient’s profile if you want billing to stop.
Q: Can I block a patient who has not been flagged?
A: No. You can only block patients who have triggered the suspicious flag.
Q: What does a blocked patient see when they try to log in?
A: An error message stating their account was blocked due to suspicious activity, with a Contact Us link to reach your practice.
Q: How do I block a patient from every RepeatMD app?
A: Contact support@repeatmd.com or your Customer Success Manager. Global blocks are evaluated case by case.
Next Steps and Support
Cancel a membership for a patient (Admin Panel) — stop billing after blocking a member
Add and remove visits (Admin Panel) — correct check-in history after review
Edit patient profiles (Admin Panel) — update patient details on the profile
Need help? Email support@repeatmd.com.