Occasionally, we encounter an issue finding your information in your doctor's electronic health record (EHR). Usually, the issue is caused by a minor lag with the office's EHR and resolves within a few minutes to an hour.

If you get an "Unable to find a patient record" message during activation:

  • Wait approximately 1 hour and login again.
  • If the problem persists, contact the office and ask them to confirm that the following items in your record are correct:
    • The Frontive procedure code
    • Your mobile number
    • Your procedure date
  • If this fails to correct the issue, create a Support Ticket and we will look into the problem as soon as possible.