Patient Portal Troubleshooting For Administrators

Last updated: March 13, 2024
Patient Portal
If you are an administrator working with a client on how to use the portal, here are some helpful tips for troubleshooting the portal. 

Problem: Family reports they haven't received any emails for the portal. 
Solutions: 
  • Make sure you have set up a 'Legal Guardian' in the patient profile. You can learn how to do this here: Ambiki Help - Who Gets Patient Portal Emails? | Ambiki 
  • Make sure the family has checked their 'Spam' inbox. If the patient portal emails are seen in spam, clients should be instructed to mark Ambiki Portal emails as 'Not Spam' so that their email platform does not continue to put portal emails in the Spam inbox. 
  • Make sure there is a Legal Guardian listed on the patient profile from the 'Patient Portal' section. If you receive the message below, you still need to add a Legal Guardian to the patient's profile
  • As long as there is a Legal Guardian on the portal, you can always RESEND an invite to them if they need it. 


  • Add a legal guardian




    If a legal guardian has been added, you will see something like this: 

image.png 147 KB



Please note that sending Intake Documents will also prompt an automated email to be sent out to the clients. They receive one email per document that is uploaded for them to complete.


On the patient profile, parents can see upcoming sessions, documents, visit notes, homework, and can check billing information.


Patient Portal Sections


Troubleshooting Documents: 
Documents are uploaded to the patient portal through the patient's 'Intake' section of their profile. Clients should be instructed to go to the 'Documents' section of the portal, and click the 'Fill out' button to begin filling out a form. They will need to sign at the bottom of the document before saving. Once they have saved/signed all required sections, your practice will be alerted that the document has been completed. There are no further actions they need to take. 


Troubleshooting Biling: 
  • Clients will be able to access the 'Billing' section from the patient portal. Once an insurance payment method has been added in the patient's profile section (back office), clients can then upload a copy of their insurance card. 
  • Clients can also add a private payment method (a credit card) here as well. They can click 'Add a payment method' to do so. Once saved, then the payment method will be available in the patient's profile for usage. 
  • Clients can also view Payment History from this 'Billing' section as well. This will show payments made by the private payment methods. This will not show insurance payments or invoices.