My patient forgot their username or password. How do I help them recover it?

My patient forgot their username or password. How do I help them recover it?

First, let’s clarify the difference between pending and active patients. You can quickly find out if a patient is pending or active by searching for that patient on the “Patients” page.

  • Pending patients have received their activation email, but have not yet created a username and password. So, since pending patients have never created their username and password, there is nothing to “recover”. If pending patients enter their email in to the "Forgot my username" form, we'll resend them the activation email, so that they can create a username and password. 
  • If you'd prefer to handle this for a a pending patient, simply click the “Resend Activation” link next to their name on the Patients page. This will re-send that patient the activation email, allowing them to create their username and password and log in.
  • Active patients have already created their username and password. For these patients, they can’ simply click the “Forgot your password” or “Forgot your username” links on the patient log in page. This will allow patients to request their usernames or passwords, and have them automatically emailed to them.
  • If you'd prefer to handle this, start on the "Patients" page, and find the patient you're looking for using the "Search" box. Next, click the "Edit" link. You'll see the patient's username just below the "Therapist" field.

o   Please note: For security and encryption reasons, the username and password emails will not be sent back to the patient until the next time any therapist at that clinic uses Homestretch. This means that there may be a delay before the patient receives their email.

Feedback and Knowledge Base