Getting Started
What is the Patient Portal?
The Patient Portal is your personal online access to:
View and manage your appointments
Complete consent forms and questionnaires
Update your medical history
View treatment instructions
Check your wallet balance and payment history
Manage memberships
View prescriptions
Stay connected with your practice
How do I access the Patient Portal?
Visit your practice's portal URL (provided by your practice) or check your appointment confirmation email for the direct link.
Is there a Patient Portal app?
The Patient Portal works through your web browser on any device - phone, tablet, or computer. There's no separate app to download!
What do I need to log in?
You can log in using:
Phone number + one-time passcode (OTP), or
Email address + one-time passcode (OTP)
Is the Patient Portal secure?
Yes! The portal uses industry-standard security including:
Encrypted connections (HTTPS)
One-time passcodes for login verification
Secure data storage
HIPAA-compliant infrastructure
Login & Account Issues
How do I log in for the first time?
If you're an existing patient:
Visit your practice's Patient Portal URL
Enter your phone number (or click "Use email to log in" to use email instead)
Complete the CAPTCHA verification
Click Send OTP
Check your phone/email for the one-time passcode
Enter the passcode
You're in!
If you're a new patient:
On the login page, click "Sign Up"
Complete the New Client Registration form
Once submitted, you can log in immediately
I didn't receive my one-time passcode. What should I do?
For SMS (text message) OTP:
Wait 1-2 minutes - sometimes there's a delay
Check that you entered your phone number correctly
Make sure your phone can receive text messages
Check if messages from unknown numbers are blocked
Click "Resend" to request a new code
Try using "Use email to log in" instead
For Email OTP:
Check your spam/junk folder
Make sure you entered your email address correctly
Wait 1-2 minutes for delivery
Click "Resend" to request a new code
Add notifications@aestheticrecord.com to your safe sender list
The OTP code isn't working. What's wrong?
Make sure you're entering the most recent code (old codes expire)
Enter the code exactly as shown (no spaces)
Request a new code if the current one expired
Try the "Try another way" option to switch between SMS and email
I don't have the phone number or email on file. What do I do?
Contact your practice's front desk. They can:
Look up what phone/email is registered to your account
Update your contact information in the system
Help you regain access to your portal
Can I change my login phone number or email?
Yes! Once logged in:
Click your name/profile in the top right corner
Navigate to My Profile
Update your phone number or email address
Click Save
Do I need to create a new account for the new portal?
[PLACEHOLDER FOR DEV TEAM VERIFICATION]
No! If you had access to the old patient portal, your account has automatically transferred to the new portal. Simply log in with your phone number or email address.
Note: If multiple people in your household share one phone number, [additional info pending dev team verification].
I forgot my password. How do I reset it?
The new portal uses one-time passcodes (OTP) instead of passwords for login. You don't need to remember a password! Each time you log in, you'll receive a fresh code via text or email.
Appointments
How do I view my appointments?
Log into the Patient Portal
Your upcoming appointments appear on the Dashboard
For more details, click Appointments in the left menu
How do I confirm my appointment?
Go to the Appointments page
Find your upcoming appointment
Click the Confirm button
Your practice will be notified automatically
💡 Tip: Confirming your appointment helps your practice prepare for your visit!
Can I reschedule or cancel an appointment through the portal?
Yes! On the Appointments page:
Click Reschedule to change your appointment time
Click Cancel to cancel your appointment
Your practice will be notified immediately of any changes.
Note: Some appointments may not show reschedule/cancel options depending on timing or appointment type.
How do I book a new appointment?
New appointment booking is done through your practice's separate Online Booking Portal. Contact your practice for the booking link, or check your practice's website.
Where can I see my past appointments?
Go to the Appointments page
Click the Past Appointments tab
Click View to see details of previous visits
What are the Important Reminders I see on the Appointments page?
These are special instructions from your practice, such as:
When to arrive before your appointment
Where to park
What to bring
Tasks to complete before your visit
Make sure to read these carefully before each appointment!
Paperwork & Forms
How do I know if I have paperwork to complete?
You'll see several indicators:
Badge count on the Dashboard (shows number of incomplete items)
Notification in your Notifications feed
Paperwork card on the Dashboard
Status indicators on forms:
🔴 "Not Signed" or "Not Filled" = needs your action
🟢 "Signed" or "Filled" = completed
Where do I find my forms?
From the Dashboard, click on the Paperwork card, or
Click Task Management in the left menu
You'll see two tabs:
Consents - forms requiring your signature
Questionnaires - forms requiring information
How do I complete a consent form?
Go to the Consents tab
Find the form marked "Not Signed" or "Witness Signature Required"
Click View to read the form
Click Sign to add your signature
Complete the signature process
The form will update to "Signed"
How do I fill out a questionnaire?
Go to the Questionnaires tab
Find the form marked "Not Filled"
Click Fill to open the questionnaire
Answer all required questions
Submit the completed form
The form will update to "Filled"
Can I complete forms on my phone?
Yes! All forms work on smartphones and tablets. The portal is fully mobile-responsive.
Can I download my completed forms?
Yes! Click the Download icon next to any form to save a PDF copy to your device.
I made a mistake on a form. Can I change it?
Once a form is signed or submitted, you cannot edit it yourself. Contact your practice if you need to make corrections - they can reset the form for you.
When should I complete my paperwork?
Complete all paperwork before your appointment whenever possible! This helps:
Speed up your check-in process
Ensure your appointment starts on time
Give your provider time to review your information
Payments & Wallet
Where can I view my payment history?
Click Payment Methods in the left menu
Click Payment History button in the top right
You'll see all your invoices with color-coded status:
🟢 Green = Paid
🔴 Red = Unpaid (needs payment)
How do I pay an outstanding invoice?
Go to Payment Methods > Payment History
Click on any red (unpaid) invoice
Review the invoice details
Follow the payment prompts to pay with your saved payment method or enter new payment information
What is "My Wallet"?
Your Wallet shows:
Total wallet value - combined value of all credits and prepaid services
Dollar Credits & Rewards - points and credits you've earned
Products & Services - treatments and items you've prepaid for
Think of it as your account balance with the practice!
Where do I check my wallet balance?
Click Client Wallet in the left menu
View your balances:
Total wallet value at the top
Individual credits (Dollar Credit, Allē Points, etc.)
Prepaid products and services with unit balances
How do I add a new payment method?
Go to Payment Methods
Click + Add New Payment Method
Enter your credit or debit card information
Click Save
Your card will be securely stored for future use.
Can I edit or delete a saved payment method?
Yes! On the Payment Methods page:
Click Edit to update an existing card
Follow prompts to remove a card if needed
Note: You cannot delete a payment method if it's set for automatic membership payments.
Are my payment details secure?
Yes! All payment information is:
Encrypted during transmission
Securely stored using industry-standard methods
Never fully displayed (only last 4 digits shown)
PCI compliant
Memberships
Where can I view my memberships?
Click Memberships in the left menu to see:
Active memberships (currently enrolled)
Inactive memberships (expired or cancelled)
What information can I see about my membership?
For each membership, you'll see:
Membership name
Starting date
Payment frequency (monthly, annual)
Payment amount
Auto pay status (On/Off)
Draw day (when payment is processed)
Current status
Can I join a new membership through the portal?
Yes! Click the Join Memberships button to see available membership programs and enroll.
How do I edit my membership?
Go to Memberships
Find your active membership
Click the Edit button
Make changes (payment method, etc.)
Click Save
Can I cancel my membership?
Yes! Click the Cancel button on your active membership. Make sure to review any cancellation terms or fees with your practice first.
Can I download my membership details?
Yes! Click the download icon next to your membership to save a PDF with your membership information.
Other Features
What are Treatment Instructions?
Treatment Instructions provide important care information:
Pre-treatment instructions - what to do before your appointment
Post-treatment instructions - how to care for yourself after treatment
Where do I find my treatment instructions?
Click Treatment Instructions in the left menu
View instructions for upcoming and past appointments
Follow all instructions carefully for the best results!
How do I update my medical history?
Click Medical History in the left menu
Review your current information
Click the Update button
Make any necessary changes
Submit the updated information
💡 Tip: Keep your medical history up-to-date, especially if you have new medications, allergies, or health conditions!
Where are my prescriptions?
Click Prescriptions in the left menu to view any prescriptions your provider has added to your account.
What are Notifications?
Notifications alert you to important updates:
New appointments booked
New treatment instructions available
New forms to complete
Appointment reminders
Click the notification bell on your Dashboard or navigate to the Notifications page to view all alerts.
Can I see a calendar view of my appointments?
Yes! The Dashboard includes a calendar showing your upcoming appointments with date badges indicating when you have scheduled visits.
Technical Issues
The portal isn't loading. What should I do?
Try these troubleshooting steps:
Check your internet connection
Make sure you're connected to Wi-Fi or cellular data
Try opening another website to test your connection
Refresh the page
On computer: Press Ctrl+R (Windows) or Cmd+R (Mac)
On phone: Pull down to refresh or close and reopen browser
Clear your browser cache
This removes old data that might be causing issues
Search "[your browser name] clear cache" for instructions
Try a different browser
Chrome, Safari, Firefox, and Edge all work well
Sometimes one browser works better than another
Try incognito/private browsing mode
This tests if browser extensions are causing issues
Restart your device
Sometimes a simple restart fixes technical glitches
Some features aren't working correctly. What should I do?
Log out and log back in
Clear your browser cache and cookies
Try a different browser or device
Update your browser to the latest version
Disable browser extensions temporarily
Contact your practice if the issue continues
Can I use the portal on my phone?
Yes! The portal works great on:
iPhone and iPad
Android phones and tablets
Any device with a web browser
The portal looks strange on my phone. What's wrong?
Make sure you're using a modern browser (Chrome, Safari, Firefox)
Update your browser to the latest version
Try rotating your phone between portrait and landscape
Clear your browser cache
Zoom in/out if text is too small/large
I'm seeing error messages. What should I do?
Take note of the error message - it helps with troubleshooting
Try the basic troubleshooting steps listed above
Contact your practice with:
The exact error message
What you were trying to do
What device and browser you're using
Getting Help
I still need help. Who do I contact?
Contact your practice directly:
Call your practice's phone number
Visit the front desk in person
Send a message through the portal (if available)
Check your practice's website for contact information
Your practice's team is ready to help you navigate the portal and answer your questions!
Where can I learn more?
Review this FAQ guide
Explore the portal features at your own pace
Ask your practice's staff for a quick tutorial during your next visit
Tips for Success
✅ Complete paperwork early - Don't wait until the last minute before your appointment
✅ Confirm your appointments - It helps your practice prepare and shows you're coming
✅ Keep contact info updated - Make sure your phone and email are current
✅ Check notifications regularly - Stay informed about forms, instructions, and updates
✅ Update medical history - Keep your provider informed of any health changes
✅ Manage payment methods - Keep cards up-to-date to avoid failed payments
✅ Review treatment instructions - Follow pre and post-care instructions carefully