There are a few possible explanations.
To troubleshoot, first check their email, and make sure it was entered correctly on Homestretch. If that’s ok, it may be that the patient simply missed the activation email. If you’d like to resend the email, go to the “Patients” page, find the patient, then click on the “Resend Activation” link on the right side of that row.
Another possibility: the email is getting caught in the patient’s spam filter. Ask them to check their spam filter for the activation email.
Another, more challenging possibility is that their service provider (AOL, Comcast, etc.) or their employer spam filter is blocking emails from our servers. We subscribe to a 3rd party email delivery service for the sole purpose of ensuring that the minimum number of emails are “blocked”, but even these services have only about a 98% success rate.
If you can't resolve the issue, please a) ask the patient for an alternate email address, if they have one b) report this issue to us, so that we can work to address this and improve our delivery rate.