General Questions
What's different about the new Patient Portal?
The new portal features a completely redesigned interface with:
Modern, intuitive navigation
Separated upcoming and past appointments
Enhanced notifications system
Color-coded payment history
Customizable promotional banners
Important reminders section
Improved mobile responsiveness
Streamlined login with phone number + OTP
Do I need to update links on my website or social media?
No! All old portal URLs will automatically redirect to the new interface. Your clients will seamlessly land on the new portal without any action needed on your part.
Will my clients' data transfer to the new portal?
Yes! All existing client data transfers automatically, including:
Account information and login credentials
Appointment history
Completed paperwork
Medical history
Payment methods
Wallet balances and credits
Membership information
Can I customize the portal for my practice?
Yes! You can customize:
Promotional banners - Create custom banners with your own messaging and scheduling
Important reminders - Set practice-specific reminders that all clients see
Notification settings - Configure who receives appointment update emails
Is the old portal still available?
No, this is a hard launch. The old portal has been replaced entirely with the new interface. Old URLs redirect to the new portal automatically.
Setup & Configuration
How do I create promotional banners?
Go to Appointments > Smart Configuration > Booking Portal > Banner
Click + Add New Banner
Enter your banner text, start date, and end date
Save and enable the toggle
See our full Patient Portal Setup Guide for detailed instructions.
How do I set up the Important Reminders?
Go to Appointments > Smart Configuration > Booking Portal > Web Configuration
Enter your reminder text in the Client Portal Important Reminders box (max 50 words)
Click Save
The reminder will appear immediately on all clients' portal dashboards.
Where do I configure appointment notification emails?
Go to Settings > Account Setup > Manage Clinics
Click Edit on your clinic
Enter an email address in the Notification Email box
Optionally add a phone number for SMS Notification
Click Save
Can I schedule multiple banners at once?
Yes! You can create multiple banners with different date ranges. Only banners that are:
Enabled (toggle is ON)
Within their start and end dates
will display to clients.
How do I test the portal before my clients see it?
Create a test client account or use your own personal account to log in as a client would. You can:
View the interface
Test appointment confirmations
Complete paperwork
Check that banners and reminders display correctly
Client Access & Login Issues
My client says they can't log in. What should I check?
Common login issues:
Phone number not on file
Verify the phone number in their client profile matches what they're entering
Update if needed in Clients section
Not receiving OTP code
Check that the phone number can receive SMS
Ask client to check for blocked messages
Suggest trying "Use email to log in" option instead
Email login not working
Verify email address is correct in client profile
Check spam/junk folders for OTP email
Try "Resend" button
Multiple clients sharing one phone number
[PLACEHOLDER FOR DEV TEAM VERIFICATION]
Current approach: First person to log in with OTP can access
Additional person needs to register/sign up with email, then add phone number
Need to verify final approach with dev team
Can clients still use email to log in?
Yes! Clients have two login options:
Phone number + OTP (primary method)
Email + OTP (alternative method)
On the login page, click "Use email to log in" to switch to email-based login.
What if a client doesn't have a phone number?
Clients can log in using their email address instead. Click "Use email to log in" on the login page.
A client forgot their login information. What should they do?
If they don't have an account yet:
Click "Sign Up" on the login page to create a new account
If they have an account but can't remember their login:
Try both phone number and email login options
Contact your front desk to verify which phone/email is on file
Front desk can look up the client record and confirm their contact information
How do new clients create an account?
On the portal login page, click "Sign Up"
Complete the New Client Registration form with:
Personal information
Phone number and/or email
Profile details
Submit registration
Client account is activated and they can immediately log in
Appointments & Notifications
I'm not receiving email notifications when clients confirm/reschedule/cancel appointments. Why?
Check the following:
Email configured correctly
Go to Settings > Account Setup > Manage Clinics > Edit
Verify the Notification Email box has the correct address
Click Save
Check spam/junk folder
Notification emails might be filtered
Add notifications@aestheticrecord.com to safe sender list
Test with a sample appointment
Have a team member log into a test client account
Confirm/reschedule an appointment
Check if notification arrives
Do appointment cards update automatically when clients take action?
Yes! When a client confirms, reschedules, or cancels an appointment through the portal:
The appointment card in your system updates instantly
Status changes are reflected immediately
The designated notification email receives an alert
Can clients book new appointments through the portal?
This portal is primarily for managing existing appointments and completing paperwork. For new appointment booking, clients should use your Online Booking Portal.
What appointment actions can clients take in the portal?
From the Appointments page, clients can:
Confirm upcoming appointments
Reschedule appointments
Cancel appointments
View upcoming appointments
View past appointment history
Why don't some appointments show "Confirm" or "Reschedule" buttons?
Button availability depends on:
Appointment timing (too close to appointment time may disable changes)
Practice settings configured in the system
Appointment type or status
Paperwork & Documents
My client says they can't see their paperwork. What's wrong?
Check the following:
Paperwork assigned to appointment
Verify forms are actually assigned to the client's appointment
Check in Appointments section that consents/questionnaires are linked
Appointment timing
Some forms only display within a certain timeframe before the appointment
Check your form settings
Clear cache and refresh
Ask client to refresh their browser or clear cache
Try logging out and back in
How do clients know they have paperwork to complete?
Clients will see:
Badge count on the Dashboard showing number of incomplete items
Notification in the Notifications section
Consents/Questionnaires tabs with status indicators:
🔴 "Not Signed" or "Not Filled" (needs action)
🟢 "Signed" or "Filled" (completed)
⚠️ "Witness Signature Required"
Can clients complete paperwork on their phone?
Yes! The portal is fully mobile-responsive. Clients can complete all paperwork on smartphones or tablets.
What if a client signs a form incorrectly or wants to re-sign?
Contact your support team to reset the form. Clients cannot re-sign completed forms on their own.
Payment & Wallet Issues
Client says they can't see their wallet balance or products. What should I check?
Verify wallet items exist
Check the client's profile in your system
Confirm products/services or credits are actually assigned
Check Client Wallet page directly
Have client navigate to "Client Wallet" in left sidebar
Wallet details appear in three sections:
My Wallet (total value)
Dollar Credits & Rewards
Products & Services
Refresh and re-login
Ask client to log out and log back in
Clear browser cache
How do clients pay outstanding invoices?
Navigate to Payment Methods page
Click Payment History in the top right
Invoices are color-coded:
🟢 Green = Paid
🔴 Red = Unpaid
Click on red (unpaid) invoice to view details and make payment
Can clients add new payment methods?
Yes! On the Payment Methods page:
Click + Add New Payment Method
Enter credit/debit card details
Save
Clients can also edit existing payment methods using the Edit button.
What if payment history isn't showing correctly?
This could indicate:
Sync delay - wait a few minutes and refresh
System issue - contact support if issue persists
Invoice not yet generated - check if invoices exist in your system
Transition from Old Portal
How long will old portal URLs redirect to the new portal?
Old URLs will redirect indefinitely. There's no expiration on the redirect.
Do clients need to re-register or create new accounts?
[PLACEHOLDER FOR DEV TEAM VERIFICATION]
Current understanding:
Clients with phone numbers on file can log in immediately using phone + OTP
Clients who previously used email can log in with email + OTP
If multiple clients share one phone number: [Need dev team verification on final approach]
Will clients lose any of their information during the transition?
No! All client data transfers automatically:
✅ Account credentials
✅ Appointment history
✅ Completed forms
✅ Medical history
✅ Payment methods
✅ Wallet balances
✅ Memberships
✅ Prescriptions
Can I still access old portal data if needed?
All data from the old portal has been migrated to the new portal. You can access everything through the current system - there's no need to access the old portal.
What should I tell my clients about the change?
Sample message to clients:
"We've upgraded to a new and improved Patient Portal! You'll notice a modern interface that's easier to navigate. Your login information remains the same - simply visit [your portal URL] to access your account. All your information, appointments, and history have been transferred automatically. If you have any questions, our team is happy to help!"
Should I train my front desk staff on the new portal?
Yes! We recommend:
Review the Patient Portal Setup Guide together
Have staff log in as test clients to familiarize themselves
Review common client questions in the Patient FAQ
Practice guiding clients through login and basic features
Keep this FAQ handy for quick reference
Technical Issues
The portal is loading slowly or not at all. What should I do?
For clients:
Check internet connection
Try a different browser (Chrome, Safari, Firefox, Edge)
Clear browser cache and cookies
Try incognito/private browsing mode
Disable browser extensions temporarily
Try on a different device
If issues persist:
Contact support via chat
Provide details: browser, device, error messages
Clients are seeing error messages. What do I do?
Take note of the exact error message - this helps support diagnose the issue
Try basic troubleshooting:
Refresh the page
Log out and log back in
Clear cache
Try different browser
Contact support with:
Error message text
Client account name
Browser and device information
Steps that led to the error
Can clients access the portal from mobile devices?
Yes! The portal is fully responsive and works on:
iPhone and iPad (Safari, Chrome)
Android phones and tablets (Chrome, Firefox, Samsung Internet)
All features are available on mobile
Getting Additional Help
Where can I find setup instructions?
See our comprehensive Patient Portal Setup Guide for step-by-step configuration instructions.
Where can I send my clients for help?
Share the Patient Portal - Patient FAQ & Troubleshooting guide with your clients. It answers common patient questions in client-friendly language.
How do I contact support?
Chat Support: Click the chat icon in the bottom right of your Aesthetic Record control center
Email: info@aestheticrecord.com
Learning Lab: learn.aestheticrecord.com
What information should I have ready when contacting support?
To help us assist you quickly, please have:
Your practice name and account information
Description of the issue
Any error messages (exact text or screenshots)
Steps that led to the issue
Browser and device information (if relevant)
Client account information (if client-specific issue)