If a client mistakenly attempts to re-register after having already entered information in the system, the client will receive the following message through the phone number or email on record:
"There were errors with your submission. Please review the highlighted messages below and follow accordingly. Please contact us about setting up your account at xxx-xxx-xxxx."
Note: Due to HIPAA Privacy Rules, we can not disclose that an email or phone number is already in the system.
SOLUTIONS:
•If the client has never logged in:
1. Instruct to the client to locate their Welcome Email and follow the instructions provided the in the email.
2. If the client can not find the original email, go to the client's Overview page and click the Resend Welcome Email button..
•If the client has previously logged in:
1. Go the Client Login Attempts page to determine what error the client was making that prompted them to try to register again, then use either the Username Reminder button or the Password Reset Email as appropriate.
•If a client is trying to register using a phone/email that is already on file (often this occurs with family members that share an email or phone number):
1. The counselor will automatically be notified via email with the following message:
"A new Client attempted to register on your secure client portal. However an existing Client was found in the system matching the following fields which prevented them from doing so.
Fields matched: Email/Phone
Existing Client: #XXXXX"
2. If you want to allow this particular client to register using the duplicate phone/email , you can add the client yourself using the duplicate info, but making sure to create a unique username for the new client.
NOTE: The duplicate info check reduces the chances of clients creating multiple account in your system and we recommend it be left enabled. If you often let families, couples, children, etc. register themselves (where duplicate details are common) however, you can remove the restriction that prevents registrations with duplicate information by contacting your account manager.
