Frequently Asked Questions and Troubleshooting


I don't think I have a portal for my account, how do I set one up?

Your portal account will need to be setup by BestNotes Support. To initiate this setup, submit a ticket requesting setup for your portal account.

What are do the different color variations of the globes mean?

Each color of the globe has a status significance. They are as follows:

  • Gray globe: This means the document has not been sent to the portal.
  • Blue Globe: This means that the document has been sent to the portal of All Authorized contacts. 
  • Orange globe: This means that the document has been sent to the portal of one contact only (either the client or a related contact). 

Each color of the person icon has a status significance. They are as follows:

  • All Gray: This means the client doesn't have an email address set up in their Edit Client screen. So no portal account actions can be taken. 
  • Gray globe, person in color: This means that the client has an email address entered in their Edit Client screen, but they do not have a portal account setup or associated. Selecting the icon will initiate the creation of a portal. For additional instructions to help a client create a portal account, visit Create Portal Account. 
  • Blue globe, person in color: This means that the client has a portal account. Selecting the icon will link the portal account to the client's chart, unless the account is already linked. Then selecting the icon will prompt the portal access instruction sheet.
  • Gray globe, red warning sign: This means the client has an email address that is associated with a portal account that is connected to a different contact. 

My customer has a portal account, but they aren't seeing the documentation that I shared with them.

There are a few items that you can check to verify the connection. First you will want to verify the client's email address in BestNotes matches the email they used for their portal account. 

Verify email address matches

  1. Navigate to "Reports" and selecting the report "Portal Accounts." 
  2. Once opened, you can search for accounts by text included in the email or last name, or by the date the portal account was created.
  3. Your results will show you all portal accounts that match the criteria you entered.
  4. Find the client that is having trouble, and verify that the "Portal UserID" and the "Contact Email Address" match.

If the email addresses match, then you may need to restore the connection with the client's portal account. Unlinking a client's portal account can potentially address any disconnect there may be with their portal account, but it is important that they have the same email address before doing this. 

  1. Navigate to the client's chart.
  2. Select the icon to open the "Edit Client" screen.
  3. At the bottom of the "Edit Client" screen, you will see a "Portal Pin." Next to the Portal Pin, you will see a "Link" or "Unlink" button. 

Manually enter Portal Pin

If there is still a connection issue after re-linking the portal account, you can provide the client with their "Portal Pin" to be entered on their end into their portal. 

  1. Navigate to the client's chart.
  2. Select the icon to open the "Edit Client" screen.
  3. At the bottom of the "Edit Client" screen, you will see a "Portal Pin." You will also see a text field with a random string of letters and numbers. This pin number is unique to the client. Share this number with your client and have them enter it in their portal account. 

Here are the steps that the client will take to enter their portal pin.

  1. Login to your portal account.
  2. At the bottom of the main page, select the link that says, "Re-enter PIN" or "Enter PIN."
  3. In the text area that appears, type in the Pin number, and select "Submit."

If you are still having trouble after trying the previous steps, please reach out to BestNotes Support.

My client can't remember their password to log into their portal account, how do they reset it?

If your client can't remember their password, have them navigate to the portal log in page, and instruct them to follow the steps below:

  1. Enter your email address that you used to create the account.
  2. Select the "Forgot Password" link below the "Log In" button.
  3. You will receive an email with a link to reset your password.

My client can't remember which email they used to create their portal account.

If your client can't remember which email they used to create their account, you can use the "Portal Accounts" report to find the email address. The email will be listed in the "Portal UserID" column.

How do I know which documents I have already sent to the client without having to scroll through the entire activity log?

When you are viewing a client's chart, you have the ability to filter the Activity Log by "Sent to Portal." This will display all of the documents in the activity log that have been sent to the portal.



Back to top of page