Unable to register on gateway - what am I doing wrong?

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  • Updated 3 months ago
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Hi All,

A existing client has reported a problem when booking an app't having successfully registered for an account on the gateway.  I replicated his problem thus:

1. Went to online booking gateway.
2. Clicked on 'Register now'
3. Completed fields on left side of form -
Yes, I am an existing client
First name
Last name
DOB
Gender
Address
Email address
Passw & confirm passw.

Clicked 'register now'.

Successfully confirmed email address, and advised: "Your email address has been verified successfully.  You are now able to login."

I go back to my website, click the link for the gateway, enter email address and passw and get this message:   

"Login Unsuccessful

Your account is currently unavailable as you have not yet booked your first appointment. To book an appointment, please contact the clinic on 07 5597 0128."

But I completed an app't in the app't book a few hours ago. 

Q1. Is it the case that once a patient has successfully registered for an account, the clinic must first process that patient's registration before they can book online via their account?
Q2. Exactly what set of circumstances trigger this message?
Q3. Where can I find the text for "Your account is currently unavailable as ..." as I want to change the phone number, and possibly the message itself?

Thnx, Joyaa


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Joyaa Antares

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Posted 3 months ago

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Timothy, Business Care Manager

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Hi Joyaa.

The Community is a great way for members to share ideas and collaborate, but it is not suitable for helpdesk or technical support queries. We like to respond to general helpdesk and technical questions in a timely and accurate manner, which is best handled by our dedicated support staff.  If you can please open a support case for these types of questions in future, that would be appreciated.

Having a quick look, it appears that you want patients that have registered to use the booking gateway to be able to login before your staff verify the request (i.e. linking the request to their patient file). If you wish to allow this, enable the following setting:



I will have a look at the current wording displayed in the situation you've described, which we may need to change in our next upgrade. However, the patient will still be unable to log in before you process their request unless you enable the option above. The phone number displayed in this message can be changed in Front Desk from File > Patient Booking Gateway Configuration on the 'Practice Details' tab.
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Joyaa Antares

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Hiya Tim,

Thanks.  A couple of thoughts:

* The forum states that it entertains "questions", "ideas", "problems" and "praise".  If the company would prefer not to see questions relating to how the software works, perhaps it would be helpful to state this very clearly for users?
(My apologies if this is already done, and I have missed it).
Certainly I have seen such questions on the forum and have answered a few.

* You are absolutely right - I was thinking that registered patients could use the booking gateway to be able to login before our staff verify the registration.  However, I can't see that your suggestion of enabling "Allow verified patients to ...." would work in this situation, because the patients haven't been verified -- they have only registered. If you suggestion does work, should the wording say, "Allow registered, unverified patients to make the first appointment"?  My apologies if I have misunderstood you.

Thanks for your help.  Joyaa
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Timothy, Business Care Manager

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Hi Joyaa. If you're looking for helpdesk or technical support in a timely manner you should open a support case at www.smartsoft.com.au/support - we don't like the idea of people having to wait for important support matters.
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Joyaa Antares

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Hi Timothy,
I have spoken to Jamie at the Help Desk, and he has asked that I communicate via the forum to request that you (indeed, as you suggested) look at the current wording displayed in the situation I have described, which you may need to change in next upgrade. 
(Currently the wording states "not yet booked your first appointment", but goes out to peeps, including existing, long-standing clients, who are trying to register to make online bookings and wishing to make their first booking immediately.
Many thanks for your help, Joyaa