There are a number of potential reasons a patient account may not be receiving daily emails or the activation link. Here's where to start to troubleshoot before asking for technical support:
1. The patient does not have an account yet. Double check to make sure there is actually an account with a valid email address. If there is . . .
2. Is the patient's account activated? Make sure that the patient has actually activated his or her plan. If the account has not yet been activated, no daily emails will go out.
3. Is the patient enrolled in a wellness plan? Even if the patient IS on a plan and HAS activated his or her account, no content is delivered if the patient has not yet been enrolled in a wellness plan.
4. Is the patient's plan active for the date in question? In other words, is there content in the plan that should be delivered on the date of a missing email? If a patient is scheduled to start a plan on a future date OR if the plan has ended OR if there is no content scheduled on a particular date, a blank email will not be sent. So check the plan the patient is on and make sure that for the day or days in question, there actually is something that should have been delivered.
5. Is the patient's account set to receive daily email notifications? This is ON by default when a patient account is created but patients can turn that setting to OFF. If you don't know, ask the patient.
6. Did you enroll the patient today? The daily wellness plans emails go out at 5:00 a.m. each day. If you enrolled a patient after 5:00 a.m. today, NO daily emails will be sent to the patient until tomorrow.
7. Is the patient using an AOL account? We cannot speak for why some AOL users do not get our emails and some do, but this is sometimes an issue for AOL users. Have the patient check their junk folder. If possible, have the patient use another email address (such as gmail) if they have another available.
8. If you've checked all of the above and the patient should have gotten an email on the date in question, ask the patient to check their spam, junk or (on gmail) "promotions" folders to see if the message got misdirected in their email folders. In order to prevent your patient from not getting our emails, ask the patient to mark the BodySite email address as "safe."
If none of the above solves the issue, please send an email to firstname.lastname@example.org with the subject line "Daily Email Problem."