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  3. Navigating the Client Medical Portal

Why am I receiving the message "Unable to verify your account"?

Having trouble activating your Client Portal account or setting your password?

There are several reasons why account activation might fail.

Problem #1: You are not yet registered with the practice.

Before you can create a Client Portal account, you must have registered with the clinic either in person or using the online registration form (if they have one). 

Solution: Check with the clinic to find out if they already have a client file for you. If not, you will follow the steps that they outline for setting that up. If so, ask them to send an invitation to set up your Client Portal.

Problem #2: Information on file with your provider does not match what you entered to verify your identity.

The system checks your email address, home postal code (for U.S. zip codes, use 5 digits, not 5 + 4), and date of birth to verify your identity and correctly link your Client Portal account to your medical records. If the information that you enter doesn't match what your provider has on file, the activation cannot proceed.

Solution: Double-check the information you entered. If you recently moved, you might try entering your previous home postal code. If you continue to receive an error, call the Down to Earth Wellness Center office to correct the information on file.

Problem #3: You registered online but did not verify your email address by following the confirmation link. 

When you register online, your Client Portal account is created automatically and Client Portal access is enabled when you follow the link in the confirmation email to set your password.

Solution #1: Find the confirmation email that was sent when you registered and click on the link to confirm. Don't forget to check in your spam/junk email folder! You're looking for an email with the subject "Please confirm your registration with our practice" (probably from do-not-reply@md-hq.com) Once you've confirmed by following the link, you can log on using your email address and the password that you set.

Solution #2: If you can't find the confirmation email (it's been deleted or you never received it), you'll need to call the Down to Earth Wellness Center office to ask that Client Portal access be enabled.

Problem #4: Down to Earth Wellness Center has not yet enabled Client Portal access for you

If you registered with the practice before it began using the Client Portal, for example in-person at the Down to Earth Wellness Center office, a wellness concierge must manually enable Client Portal access for your account.

Solution: Contact the Down to Earth Wellness Center office to request we enable your Client Portal access and send you an invitation to set up your username and password.