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The wrong email was verified

Problem

It’s possible that a new Bridge user may verify the wrong email address. For example, a user may accidentally use their personal email instead of a work email. Bridge applications are tied to the user’s verified email address so the correct applications will not be displayed if the email address is wrong.

Resolution Steps

Ensure that the user has verified their email address

First ensure that the user has completed the verification process

  1. Check the displayed arrow icon for a lock image in the upper right

  2. If the lock image appears, have the user follow the verification steps as indicated in the Bridge panel.

Identify the verified email address

Bridge apps are associated with the email address of the logged in user. If the user used an email address that was not expected, the correct Bridge app(s) will not display.

  1. Hover over the Bridge application icon for 3 seconds. The user’s credentials will display in the bottom right corner of the screen.

  2. Verify that the email address displayed is the expected email address.

  3. If the user has verified an incorrect email address, reach out to your Arrowhealth account representative for assistance. 

  4. After the incorrect email address has been unlinked, have the user restart the verification process with the correct email address. 

 

🔍  Most common culprit

Using the wrong email address is an easy mistake to make. The email address that the user enters is tied to the user’s EHR account and that association needs to be removed at the Arrowhealth level. Reach out to the Arrowhealth team to resolve.