EMAIL - To Patient / Not Received

Notes:

• This article applies only when a Patient has NOT received their emailed Nutrition Schedule.

Troubleshooting Missing Emailed Nutrition Schedule:

1. First, verify that the email was sent.
2. Select the “Tools” area in the green, left-hand side menu.
3. The above action takes you to the “Tools” page.
4. Select the “Email & Text Message Audit” button.
5. The above action takes you to the “Patient Email & Text Messages” page.
6. Select the “Date Range” to be searched.
7. Type the Patient’s name in the “Search Patients” input box.
8. Select “Email” from the dropdown menu in the “Method” input box.
9. Select “Exam / Document” from the dropdown menu in the “Type” input box.
10. The above actions return all records matching the search criteria.
11. If no record exists for the Patient’s Nutrition Schedule email, contact Customer Support at support@vyacare.com or call 248-218-9700.
12. If a record exists, contact the Patient.
13. Confirm the email address spelling on file.
14. Ask the Patient to check their Spam, Junk, or Promotions folders.
15. Request the Patient add support@vyacare.com to their address book and Safe Senders List.
16. As an alternative, direct the Patient to retrieve the Nutrition Schedule via their Patient Portal.