Troubleshooting
I cannot sign in
Section titled “I cannot sign in”- Confirm you are on the Vital Link sign-in page, not a bookmark to an old invite.
- Use the same email your organization invited.
- Complete email verification if the product asks for it.
- Try another browser or a private window if a saved session looks stuck.
I opened the wrong portal
Section titled “I opened the wrong portal”| You need | Open |
|---|---|
| Your own appointments | Patient Portal |
| Independent Provider (clinical work; invite Administrative help) | Independent Portal |
| Availability and agenda as an IPS provider | Organization Portal |
| IPS users, sites, services | Organization Portal |
If you are unsure, see Which role am I?. Sign out and sign in again if the header still shows the previous context.
The invite link failed
Section titled “The invite link failed”See Invite users. Most failures are an expired link, an unverified email, or an existing access row that blocks a role change. Independent Provider invites for administrative staff are sent from Independent Portal → users.
No bookable times
Section titled “No bookable times”- Patients: on membership booking, confirm an active membership and the 2-hour lead time. Private-service booking does not need a paid plan.
- Independent Providers and organization providers: confirm availability is saved.
- IPS admins: confirm the service is enabled on that site. Independents enable services in the Independent Portal — see Manage users.
Language looks wrong
Section titled “Language looks wrong”Use the language control in the product or on this help site. Spanish IPS provider-role labels use Asistencial. If you see proveedor for the IPS clinical role, you are not on the product screens.
The consent QR opened the wrong path
Section titled “The consent QR opened the wrong path”The clinic shows one QR. The phone then asks Patient Portal vs a supervising provider account.
- Patients: Sign informed consent on a phone. Pick Patient Portal phone.
- Independent Providers, IPS providers, and staff: Capture informed consent. If the phone picked the other button, generate a new code.
This is not Independent Portal sign-in.
The consent template PDF was rejected
Section titled “The consent template PDF was rejected”Upload uses the required AcroForm field names. See
Upload consent templates for
the JSON schema (paths and Tx / Btn types). Typical fixes: add a missing
name, use a button for each signature slot (not a digital-signature
field), remove encryption, or export as AcroForm instead of XFA-only.