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Access and security
Code and PIN
First identify the access type: recipient link, Patient Key or request code. Each uses its own page and PIN rules.
Named-recipient link
The link identifies the handover. SMS requires a separately shared PIN; email or in-person delivery can optionally enable it. The QR and printed link do not contain the PIN.
Patient Key
Use Open with code and the key’s public code and PIN. The key has its own expiry and access count. A Patient Key SMS may contain code and PIN according to delivery selected; this differs from a named-recipient SMS link.
File-request code
Use Open request with code. An additional PIN is needed when required for code access. The request’s direct secure link opens it without this code entry; do not forward it.
Incorrect or lost PIN
Enter the supplied values exactly and check expiry. After incorrect-attempt limits, wait the time shown. The sender provides new access; support does not reveal an old PIN.
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Related articles
- How does the separate PIN for a link work?
- What is a Patient Key, and when do I need one?
- How do I request files from a patient or colleague?
- The code or PIN does not work
Last updated: 13/10/2026
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