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Most portal problems have one of three causes: the email address the clinic has for you, a setting your clinic controls, or a time limit that has passed. Find your problem below.
Two things solve a surprising number of these on their own: check your junk or spam folder, and use the list of sections down the left-hand side of the portal to move around rather than the shortcut tiles on the dashboard.

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Signing in

Work through these in order.
  1. Look in junk or spam. This is where the code lands most often. Mark the message as “not junk” so the next one reaches your inbox.
  2. Check you typed the address correctly — no stray space at the end, and the right domain (gmail.com, not gmial.com).
  3. Check it is the address the clinic has for you. The code only ever goes to the email on your patient record. If you have changed address, or gave the clinic a work address, use that one — or ring the clinic and ask them to update it.
  4. Wait a minute, then select Resend. Mail can be a little slow.
  5. Try again on wi-fi rather than mobile data, or the other way round, if your email app is not refreshing.
If nothing arrives after all of that, the clinic almost certainly does not have the address you are typing. Only they can check and correct it.For privacy, the portal never says whether an email address belongs to a patient — the screen looks identical either way — so an unknown address gives no warning, it simply never receives mail.
The message is “That code is invalid or has expired. Please request a new one.”
  • Use the newest email. If you asked for the code more than once, only the latest one works.
  • Do not reuse an old code. Each one can be used once.
  • Type it rather than pasting, and check nothing extra came along with it — a stray space at the start or end is the usual culprit.
  • Select Resend and use the fresh code straight away. Codes are deliberately short-lived.
If Resend is greyed out, wait for the small security check on the page to finish; the button becomes available once it has.
The message is “This account doesn’t have patient portal access yet. Please contact your clinic or practice to enable it.”Your email is recognised, but the clinic has not switched your access on. This is normal for a new patient — access is granted by a member of staff, not automatically.Ring or email the clinic and ask them to enable your patient portal access. It takes them a few seconds. Nothing you can do at your end will change it.
The message is “Your portal access is currently disabled by the clinic. Please contact them directly for assistance.”The clinic has turned your access off — often when a record is closed, merged, or being tidied up. Contact the practice directly and they can turn it back on. Creating a second account with a different email address will not help, because your record is tied to the address the clinic holds.
The portal signs you out after a spell of doing nothing — usually 30 minutes, and some clinics set it shorter. It protects your health information on a shared, borrowed or lost device, so it cannot be switched off from your side.If it keeps happening while you are actively using the portal:
  • Do not leave the tab sitting open in the background between visits; sign in fresh when you need it.
  • Check your browser is not clearing site data on every tab you close, and that private or incognito browsing is off.
  • Finish one thing at a time — start a document when you are ready to read and sign it rather than opening it to look at later.

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Appointments

Booking through the portal is something each clinic switches on. If there is no Book button on the Appointments page, yours takes bookings by phone or at the desk instead.If you have seen the button before and it has gone, the clinic has changed the setting. Ring them.
Three ordinary reasons:
  • The day is full. Only times the clinic can genuinely take are shown.
  • It is too far ahead. Clinics limit how far in advance you may book, often about three months.
  • It is too soon. Clinics also set a minimum notice — you cannot always book something for this afternoon.
Try a different date, or a different service, since availability follows the clinician who provides it.
Clinics set a cut-off — commonly 24 hours before the appointment. Once it passes, the Cancel and Reschedule buttons disappear from the row. Nothing is broken; you are inside the notice period.Ring the clinic to change a visit at short notice, and do it as early as you can so someone else can use the slot. Some clinics do not allow changes through the portal at all, in which case those buttons never appear.
If you closed or cancelled the payment page you will see “Payment cancelled — No appointment was booked.” Nothing has been charged and nothing has been booked, so start again.If you were charged and still see no appointment on the Upcoming tab, contact the clinic with the date and time you were trying to book. They can see the payment and sort it out.
Use the list of sections down the left-hand side of the portal — Appointments, Documents, Messages, Telehealth — to move around. On a phone it appears when you select the menu button in the top corner. That is the reliable way to reach every part of the portal.

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Video visits

You may see “Media Device Issue… You can still join the call. The healthcare provider may not see or hear you until this is resolved.”Join anyway so your clinician knows you are there, then:
  1. Allow access when the browser asks. If you selected “Block” earlier, select the padlock or the icon at the left of the address bar and change camera and microphone to Allow, then reload.
  2. Close anything else using the camera — another video app, a second browser tab with a call in it.
  3. Use the Camera and Microphone pickers on the ready screen to choose a different device, for example a headset.
  4. Unplug and replug a USB camera or headset, then reload the page.
  5. Restart the device if it has been on for days.
  6. Switch to your phone. Phones almost always work, and rejoining from one is faster than fixing a laptop mid-visit.
If nothing works, ring the clinic — they can usually turn the visit into a phone call.
That is nearly always the internet connection.
  • Move closer to your wi-fi router, or switch to mobile data.
  • Turn your own camera off for a minute; sound recovers before picture.
  • Ask everyone else in the house to pause streaming or downloads.
  • Hang up and rejoin — a fresh connection often fixes it outright.

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Documents and messages

Ask your clinic for a copy. They hold the definitive signed version and can send it straight to you.
A signature cannot be undone from the portal. Contact the clinic and explain — they can cancel the document and send a fresh one.
  • “You cannot initiate a conversation. The clinic must message you first.” Your clinic starts conversations from their side. Ring them, or book an appointment, and they can message you.
  • “File too large.” Attachments have a size limit, usually 10 MB. Take the photo at a normal quality setting rather than the highest, or send it in two parts.
  • No Messages section at all. Your clinic does not offer secure messaging through the portal.
Consultations, Lab Results and Prescriptions are shared only if your clinic chooses to share them, and each is a separate decision. If they are not in the list on the left, ask the clinic how they send results.If the section is there but empty, nothing has been shared with you yet. Only completed and signed results appear, so a recent test may still be with the laboratory. See View your results, visits and medications.

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Still stuck?

Your clinic is the right place to go. They can check the email address on your record, switch your access on, resend a document and change an appointment — all things nobody else can do for you. When you contact them, it helps to say what you were trying to do, the exact words on the screen, and roughly when it happened.