Support
Start with the person who granted access
Patients, organization providers, staff, and IPS admins should contact their organization administrator first when access or local process is unclear. Independent Providers have no IPS admin — escalate to Vital Link when the issue is the platform itself.
What to send
Section titled “What to send”Include only what is needed to reproduce the problem:
- The portal you were in: Patient Portal, Independent Portal, or Organization Portal
- Your seat: patient, Independent Provider, organization provider, IPS staff, or organization admin
- The task you tried (book, invite, save availability, …)
- Approximate time and whether others are affected
- Screenshots that do not include clinical notes, identity documents, or passwords
Do not send health record exports unless your organization already has a process for that.
What this help site cannot do
Section titled “What this help site cannot do”- Reset passwords or change roles
- Approve a provider profile or Independent practice review
- Book or cancel an appointment for you
- Give clinical or legal advice
Search the header before you escalate. Pages exist in English and Spanish. Start with Which role am I? if the portal name is unclear.