If a patient enters in a wrong PIN more than 3 times they will be locked out.
A message notifying them that they have failed to authenticate and to contact the office will show on their screen (like below).
To unlock a patient / contact follow the steps below
Send the patient a new secure message
Have the patient select "Forgot PIN"
The patient will enter their DOB and Last Name
The patient will then have the option to create a new PIN
Once the new PIN is created they will be able to enter the PIN and see the new message as well as the previous messages.
For more information please visit our Knowledge Base!