If a patient is unable to locate their HealthCom verification code, their phone may have automatically filtered the text message into a separate folder.

You can walk your patient through the troubleshooting steps below to help them locate the message and complete verification.

1. Have the patient search through their text messages 

• Ask the patient to open their phone's messaging app and search for HealthCom or our texting number, 888-392-2221. 
• If the message doesn't appear in their main inbox, have them check their filtered messages or spam folder.

2. Check their filtered messages

The steps will vary depending on the patient's phone.

For iPhone users:

1. Open the Messages app.
2. Tap Filters and check Unknown Senders and Spam, if available.
3. If they find the HealthCom message, have them mark the sender as known or move the message to their inbox, depending on which folder it appears in.
4. For additional guidance, refer to Apple's instructions:
   1. Filter messages from unknown senders
   2. Filter and report spam messages

For Android users using Google Messages:

1. Open the Messages app.
2. Tap the profile picture, then select Spam & blocked.
3. Look for the HealthCom conversation.
4. If they find it, have them open the conversation and select Unblock, if available.
5. For additional guidance, refer to Google Messages' instructions.

Note: Menu names and steps may vary depending on the patient's phone, operating system, and messaging app.

3. Have the patient save our texting number as a contact

If the patient locates the message, recommend saving our texting number to their phone's contacts. This may help prevent future messages from being filtered.

Once they've completed these steps, have them request a new verification code and use the most recent code they receive.

4. Still unable to find the verification code?

If the patient has tried these steps and still cannot find the message, please contact support@chiroup.com for assistance. To help us troubleshoot, please have the following information available:

• The approximate date and time the patient requested their verification code
• The patient's phone model
• The patient's mobile carrier

For security purposes, patients should never need to share their verification code with you or our team.