Troubleshooting / FAQs:​

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I requested a portal invite but did not receive an email with the invitation link. What can I do?

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Please call our office and we can verify that we have the correct email address for you and re-send the invite.

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I got my invite and set up my account. But when I click the invite link again it says it is expired. 

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Your invite email link is ONLY used to register your account the first time. Once you have a login created, you must go to the OnPatient login page (www.onpatient.com/login/) to log in and access your appointments and check-in materials. You may click on any of the OnPatient buttons on our website to get to the same place.

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My invitation expired before I could create my account.

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Your invitation email shows an expiration date at the bottom of the email. If you do not sign up prior to the expiration date, you will need to call our office to request for another invitation to be sent to you.

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Can my family members and I share the same email for our OnPatient account?

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If you wish to use one email for the whole family, please let our office know so that we can set it up this way for you. Please note that using the same email address means that all the information on the portal is shared. All of your appointments will show up, but it will not show you which appointment belongs to which individual. Therefore, we generally recommend creating a separate email for each individual that will be using the portal.

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How do I complete the check-in process on a computer after signing in to the OnPatient portal?

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After you log in to the portal, you will see a page displaying your upcoming appointments. Click on the appropriate appointment and then click on the pink "Check In" button to start the process. Fill out as much information as you can, and update any information that has changed. At the bottom of the page you must click on and read the consent forms one by one (click the teal button that says "I've read this document" for each one). Next, you need to draw your signature using the mouse on the line, and press "Save signature". Lastly, click the green button that says "I'm done" to complete the check-in process. 

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How do I complete the check-in process on the iPad/iPhone app?

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When you are using the mobile app, sign in, and click the "Appointments" button at the bottom of the screen. This will display a list of your appointments. Click the "Check In" button for the appropriate appointment. You will see a summary page of all your registration information that is currently in our system. Click the "Edit All" button in the upper right hand corner to begin reviewing your information. Hit Next to advance through all the sections, filling in and updating information as necessary. At the end of the form, you will have to click and review all the consent forms, and give your signature using your finger on the screen. When you are finished with the form, you will be returned to the summary screen. Review this page, and if needed, make any necessary changes using the Pencil icon next to each section. Lastly, be sure to click "Finish Check-In" at the bottom of the summary screen to complete the process and let the office know that you are done checking in. 

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How do I make a payment using the patient portal?

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In your OnPatient portal account, click the section "Billing". There you will see a teal button that says "Make a Payment". You may click there to make a single payment. If you wish to save your credit card for easier future payments, Select "Payment Methods" on the left hand side, where you will be prompted to add payment methods that you can save to your account. *Please note that our office does NOT have access to this saved card information. If you wish to have our office save your card information to charge to, please call our office directly to give us that information, which we can save for you in our system.

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Additional questions? Please call our office at 415-461-8200 for help. 

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