- For privacy and security reasons, patients must verify their identity before accessing the secure contents of a Patient Message.
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- If a patient submits incorrect verification information six times in a row, they will be automatically locked out.
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- When a patient is locked out, they are unable to access the secure contents of the Patient Message, even if they submit the correct verification information.
To unlock a patient:
- Log in to the Ocean Portal.
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- Open the 'Menu', and click 'Patients'.
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- Locate and select the patient.
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- Click 'Clear Lock Out'.
- The patient can now re-attempt the identity verification step to access their Patient Message.