Troubleshooting: patient can't open the form link
Work down this list — the first two cover most cases.
1. Verification fails (most common)
Section titled “1. Verification fails (most common)”On forms without Skip patient verification enabled, the patient must enter their Date of Birth and Your Initials, and the date of birth has to match what’s in Open Dental.
- Check the date format. The DOB field expects your office’s configured format, shown as the field’s placeholder (e.g. MM/DD/YYYY). An invalid format shows Please enter your DOB in the format … — make sure the patient is using slashes/order that match.
- Confirm the DOB in the chart — a typo there (or a sibling mixed up) is the usual culprit.
- Initials should match the patient’s name as charted (for John Smith, JS).
- Fix the chart if needed, then have them try the same link again.
(If the form has Skip patient verification (DOB & Initials) on, it jumps straight to the form — so this whole step doesn’t apply.)
2. Wrong patient’s link
Section titled “2. Wrong patient’s link”Links generated for a specific patient verify against that chart. If you picked the wrong patient in the Get Form Link step (or forwarded one family member’s link to another), verification will never pass. Generate a fresh link for the right patient.
3. The link was made without a patient
Section titled “3. The link was made without a patient”A link created with the patient field left empty (the non-existing patient option) has no chart to verify against — its behavior differs from a patient-specific link. If you meant it for an existing patient, generate a new link with that patient selected instead.
4. The form was deleted
Section titled “4. The form was deleted”If staff deleted the form after sending the link, the link is dead — Teamio warns Shared links will stop working when you delete a form. Generate and send a new link from a current form.
5. The link looks broken in the text
Section titled “5. The link looks broken in the text”If the patient’s messaging app split or mangled the URL, resend it, or use the QR code option instead.
6. Browser oddities
Section titled “6. Browser oddities”Have the patient try their phone’s default browser. Nothing needs installing; any modern phone browser works.
Still stuck? As a fallback for a patient at the desk, open the QR code on a tablet and let them complete it there.