Patient Account is Not Receiving Daily Emails

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 plan?  Even if the patient has an account and it has been activated, no content will be delivered if the patient has not yet been enrolled in a plan. To check this, open the patient record, click on Manage Plans and make sure there is a plan listed under the "Assigned Plans" section.

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 or call us and we can check for you.

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.  Did the email go to junk? We cannot speak for why some email providers filter emails to junk, spam or the promotions folder, but this is sometimes an issue. Have your patient search his/her Inbox for "yourhealthmail" to locate the email(s). In order to prevent your patient from not getting our emails in the future, ask the patient to mark the BodySite email address as "safe."

If none of the above solves the issue, please send an email to [e-mail] with the subject line "Daily Email Problem."