Title: Patient Portal Issues – What to Do?
Summary
Some patients or responsible parties may be unable to sign up for the Patient Portal or reset their password. This issue occurs when the Responsible Party (RP) record does not exist in the database, which the Patient Portal uses to validate user access.
Impact
When the Responsible Party record is missing from the database, the Patient Portal cannot properly validate the user’s email address. As a result, the following errors may appear:
-
During Sign Up
“Your email address is either invalid or already being used. Please try again or use the login button to login to your account.”
-
During Forgot My Password
“Invalid email address. Please try again.”
Even though the email address is correct in Denticon, the portal will block access until the database record exists.
Root Cause
The Patient Portal validates all sign‑ups and password resets against the database.
If the Responsible Party record has not been created or synced into the database, the portal cannot recognize the user, which causes validation failures.
What You Should Try:
Until a permanent fix is in place, please use the steps below to resolve the issue in many cases.
Step 1: Verify Responsible Party Setup in Denticon
- Open the Responsible Party record.
- Select Edit Responsible Party.
- Confirm the email address matches exactly what the user is entering on the Patient Portal.
- Pay close attention to spelling, extra spaces, and capitalization.
Step 2: Re‑save the Responsible Party Record
- While in Edit Responsible Party:
- Do not make any changes.
- Click Save.
This action can retrigger the background sync or job that creates or updates the data base.
Step 3: Re‑test Patient Portal Access
Once the dental office retriggers the responsible party's email, wait about 30 minutes Then try signing in or resetting your password again from the portal. http://yourdentistoffice.com/
✅ If a success message appears and the office/patient receives a password email, this confirms the database record is now present and the issue is resolved.
Resolution Confirmation
The issue is considered resolved when:
- The portal accepts the email address, and
- The user receives a password reset or successful sign‑up email.
When to Contact Customer Support
If you continue to see the error message after completing all the steps above, please contact Customer Support.
Article Version 1.1 2026.5.1