Portal FAQ

You aren't alone. It's poorly placed and not located with other menu items.

If you are using a desktop browser, the option to book an appointment is poorly placed on its own in the upper right corner.

If you are using a mobile browser, the option to book an appointment is in bold font, making it look more like a heading than a menu item.

The most important thing to know is that pharmacy apps are often unreliable for tracking available prescriptions. To check if Lee Anne has sent a script, look in the "Prescriptions" section of the portal. If a script appears there, 99.9% of the time, the pharmacy has it on file, regardless of what the app says.

To fill or refill a medication:

• Prescription already in portal: Call your pharmacy directly to request the fill (mentioning the date sent helps them locate it). If they still cannot find it, contact us via portal message or call the office at 828-457-9553, and we will contact them.

• Need a new refill: Contact our office directly via portal message or call the office at 828-457-9553. Do not request refills through your pharmacy or their app, as the unreliability of these requests causes delays.

Thank you for your understanding—we know that each doctor has a different refill policy and that can be confusing, but reaching out directly to us ensures your care is not delayed.

I can't find the link.

The link will arrive via email twice. The first time will be the email confirmation you received when you scheduled the appointment. The second time will be an email reminder sent 1 hour prior to the appointment. If the email isn't in your inbox, check your spam folder or try searching for it by sender "[email protected]". If you still can't find it, call the office at 828-457-9553 and we'll resend the invitation.

You can join a telehealth appointment from the "Join Video Call" button in the appointments section, but you still need the invitation code from the email. If you can't find the code, call the office.

I can't find the password.

It's the "Invitation Code" next to the link.

The password doesn't work.

Are you entering your portal password instead of the invitation code? The invitation code from the email will let you in.

I'm not getting codes.

The system that sends the 2FA code to your phone will sometimes briefly fail to send codes out. If you are able to wait a bit and try again, that usually fixes it. If it's during office hours, feel free to call 828-457-9553 for help.

I can't get codes because I changed phones.

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You can do this from the Actions button on the appointment card in the Appointments section of the portal. Please note that canceling or rescheduling is not possible within 24 hours of the appointment. If you have an emergency situation within that 24 hours, send a portal message or leave a message at the office at 828-457-9553 as soon as possible. 

It's probably this last button "Submit Form". If you go back to the form, it will remember what you have already completed and you just need to click the button to submit.