Frontive Health Support

TROUBLESHOOTING STEPS

• Did not receive verification code - this typically occurs when users mistakenly enter an incorrect mobile number during registration. Please confirm that you entered your mobile number correctly, then try submitting the information again.
• Failure to match a medical record - this occurs when: 1) information such as the appointment date of your procedure or the assigned physician/surgeon is missing from your medical record, or; 2) your specific procedure or procedure combination is not yet supported by our app. If either or both of these issues occur, you should receive an error message in the app telling you what caused the issue. If information is missing from your record, contact your physician's office and ask them to verify that the appointment date and a physician/surgeon is assigned to your appointment in their electronic medical record (EMR) system. If your procedure is not yet supported by our app, we will contact you by email or text message should your protocol be added prior to the date of your procedure.
• System timed out - to protect the security of your information, the app will automatically log out of any session after several minutes of non-use. If this occurs, simply log back in to continue using the app.
• Information fails to populate (never-ending 'spinning wheel') - occasionally, the electronic medical record (EMR) that we interface with to retrieve your information will experience a delay. If the delay is significant, our app will 'time out' while waiting for the EMR to deliver the information. If this occurs, logout of the app, wait 10-15 minutes, then login. This typically solves the issue.

If these do not correct the issue, contact us at [email protected] and one of our support technicians will assist you with the issue.

DELETING MY ACCOUNT

• Should you decide to delete your account at any time, go to the "Account" section of the app in the upper right corner menu, then select "Delete Account".
  
• NOTE: if you delete your account and have another procedure with the same physician/surgeon at a future time, you will need to create a new account from the beginning of registration.