Why Your In-Person Patients Can’t Message You (Yet) and How to Fix It

Seeing patients in person and expecting them to message or upload lab results on NowServing?

Patients who didn’t book through NowServing, or who haven’t received a NowServing link from you yet, won’t be able to message or upload files by default.

For messaging to work, their NowServing profile needs to be verified and linked to their patient record in SeriousMD.

Why this step matters

Messaging, file uploads, and access to notes only work after a patient’s NowServing profile is connected to the record you have of them in your SeriousMD account.

Without this link, patients simply won’t see the option to message you.

How to send a NowServing link to a patient

1. Open the patient record
2. Click the (…) icon for more options
3. Select Send NowServing Link → Invite

Once the patient completes profile verification, you’re all set!

This only needs to be done once per patient.

Do I always need to send a NowServing link manually?

Not necessarily!

If you send the patient any of the following:

• A prescription
• A lab request
• A medical certificate
• Any other note

They’ll receive a notification with a link.

When the patient clicks that link:

• They’ll be prompted to download the app (if they don’t have it yet)
• Create or log in to their account
• Verify their profile

This process links their profile automatically.

What does it mean when a patient is “verified” or “linked”?

Once a patient is linked to you on NowServing, they can:

• Message you and upload files (e.g. lab results)
• See updates for current and future consultations
• View their next consultation date
• Access notes you send (prescriptions, lab requests, medical certificates)
• Keep a record of online payments made to you
• Confirm appointments when you send confirmation reminders
• See their number in the queue
• Easily book future appointments with you

✅ To avoid issues with messaging or file uploads, make sure your in-person patients are linked on NowServing before asking them to send lab results or messages.