More in “Troubleshooting”
Troubleshooting
Email not received or link won’t open
Check the selected delivery method, correct recipient and state of the same handover. Expired or revoked access needs new access from the sender.
First check the channel
Email needs a correct address and a spam/company-quarantine check. For SMS check the Bulgarian phone and state; the PIN is shared separately. Link / QR in person sends no notification. A selected directory doctor signs in and checks My examinations.
Notification state
Accepted for sending does not mean delivered, opened or reviewed. Retry only when offered after checking history. If it creates a new link, the old one becomes invalid: use only the latest link. Share the current valid link through an appropriate channel without a second handover; the PIN remains separate.
The link opens but access is denied
Check the latest link, expiry, PIN and revocation. Where an access-renewal request is allowed, the sender decides whether to grant it. For technical help provide the time and support code, not the link, PIN or a medical file.
Related articles
- Email, SMS or link / QR — which should I choose?
- An SMS did not arrive — what does its status mean?
- How does the separate PIN for a link work?
- Expired link — grant new access
Last updated: 23/10/2026
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