FAQs and Troubleshooting for Eyefinity PatientNavigator
If your patient is experiences issues with the Eyefinity PatientNavigator, the following information can help you troubleshoot.
If the patient is unable to locate their order:
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Check the patient phone number against the patient’s primary phone number in Eyefinity Practice Management.
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Check the patient is active; only active patient’s can view their prescription and order information.
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Check if the order is a remake. Notifications are not sent for a remake and if the patient looks up the order status using the original notification, it will not display. Advise the patient to look up order status by name.
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Check the timing of the order. The email/text may take up to an hour to send after the order status goes to In Process. Orders display for two years after being delivered.
If the patient is not receiving the verification code:
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For best practice in troubleshooting, have the patient select to receive the verification code by a phone call.
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Check the option selected and that the information (text, primary phone number and email address) is correct in the patient record in Eyefinity Practice Management. Also check preferences, if the patient has not opted to receive text but selects text, then the verification is not sent. Also, if the patient's primary phone number is not a mobile and they select text, then the verification is not sent.
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If the patient opted for email, ask them to check their junk folder.
If no prescription displays for the patient:
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Check the patient is active.
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Check the date of expiration on the patient prescription. Expired prescriptions do not display, only valid prescriptions.
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Check if the prescription has a Rx Type of Trial; if the Style Name contains "Diagnostic”, “ Diag”, or “DX"; or if the Diagnostic check box is selected. Trial/Diagnostic prescriptions do not display.
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Check the patient information, if what is entered does not match what is in Eyefinity Practice Management, no prescriptions display.
System Requirements
We recommend patients have the latest operating system when viewing on their mobile devices. IOS 11 and below are not supported and may have display issues.
If your security token expires, an error displays. You can create a new token via the Admin page.