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Blume Patient Portal Issues

Common problems patients report when using the Blume Patient Portal. This page is written so front-desk and support staff can walk a patient through the steps over the phone.

Scope note: this page covers the Blume web portal. There are also separate Blume apps for iPhone and Android, each built independently with its own login and session logic. If a patient's issue happens only in the phone app, or only in the browser, say so when you contact support, the fix path is different for each.

A note on the first two sections below: they use numbered pre-check steps rather than the Symptoms / Likely causes / What to try structure used further down the page. That's intentional, they're staff-only checks to run before you even treat the report as a patient-facing symptom, not something a patient describes to you.

For staff: check whether the invite was actually delivered​

Before assuming an invite "didn't send", confirm delivery from the OmegaAI side:

  1. Go to the left-side navigation panel > Logs > Email Log and filter by the patient's email address (not their patient ID).

  2. If the log shows the invite was sent, the problem is on the receiving side - spam filtering or a wrong address. Correct the address on the patient record if needed, then resend: open the patient's Contact Information, click the Blume badge shown on their primary email row, and choose Resend Invite.

    Warning: verify identity before correcting an email

    Blume accounts are linked by email match. Before saving a corrected email, confirm it doesn't already belong to a different patient's active Blume account, otherwise this patient's record could get linked to someone else's account.

  3. Clicking Resend always dispatches a fresh invite, regardless of whether the patient already has an active Blume account. The "no new invite" behavior only applies to automatic re-triggers, for example when contact info is edited on the patient record, not to the manual Resend button. If a returning patient already has an active account and you didn't use Resend, have them sign in to their existing account instead of expecting a new invite.

  4. The badge on the patient's email row shows one of four states: ACTIVE (green), INVITE SENT (grey), INVITE ERROR (red), or INVITE NOT SENT (red). Note that the two red states look identical at a glance but mean different things: one means a send was attempted and failed, the other means no send was attempted.

  5. If you see no badge at all, that's not an error state, the badge is hidden when the patient record has no email address, or when the organization doesn't have a Blume license.

  6. The badge can lag the true account state for a few minutes after changes are made, since it's checked against the live Blume account separately from the invite record. If the badge disagrees with the Email Log, trust the Email Log.

Blume intake forms aren't reaching patients​

Blume forms are read from the managing organization. If forms are configured only at a child organization, they stop flowing to patients. Configure forms at the managing-org level. If a patient receives only some of the expected forms, this is the usual cause.

The patient never receives the one-time passcode (OTP)​

Symptoms

  • The patient requests a login code but no email or text message arrives
  • The code arrives but is already expired

Likely causes

  1. The code went to the patient's spam or junk folder
  2. The email address or phone number on the patient's record is outdated or was entered with a typo
  3. The patient's carrier or email provider is delaying delivery
  4. The patient is requesting codes repeatedly and entering an older code instead of the most recent one

What to try

  1. Ask the patient to check spam/junk and to search their inbox for "Blume".
  2. Verify the email address and mobile number on the patient's record character by character - a single-character typo is the most common cause.
  3. Ask the patient to request one new code and enter the most recent code received as soon as it arrives. Codes expire after a few minutes, so waiting is the most common way a valid code stops working.
  4. If the contact details were wrong, correct them in the patient record and have the patient try again.

Still stuck? Confirm exactly which email/phone the system has on file and when the patient last requested a code. Because diagnosing this needs the patient's email/phone (which are identifying details), share them with support through a secure channel, a portal ticket or a supported remote-assistance session, not plain email.

The patient signs in but sees an empty screen or no studies​

Symptoms

  • Login succeeds, but the portal shows no appointments or studies
  • The patient expects to see a recent exam that is missing

Likely causes

  1. The patient created a new Blume account with a different email than the one on their patient record, so nothing is linked to it
  2. The study has not been shared to the portal yet (sharing may be delayed until the report is finalized, depending on organization policy)
  3. The study exists under a second patient record (duplicate) that is not linked to this account

What to try

  1. Confirm the email the patient used to sign in exactly matches the email on their patient record - this is the most common cause.

  2. Check whether the study's report has been finalized; many organizations release studies to patients only after finalization.

  3. Search for duplicate patient records with the same name and date of birth. If you find one, don't merge it yourself, report it instead.

    Patient safety: do not merge records

    Merging is wide-reaching, has no self-service undo, and is not a front-desk task, recovering from a wrong merge requires RamSoft and may not restore everything downstream. Name and date of birth alone are not enough to confirm two records are the same person. Report the suspected duplicate to your administrator or RamSoft Support with both record identifiers and let them handle it, consistent with the guidance in How to Use This Section.

  4. If the email differs, update the patient record to the email the patient actually uses, and ask them to sign in again.

Still stuck? Note the email on the patient record, the email the patient signed in with, and the accession number of the missing study - and share the email addresses through a secure support channel, not plain email, since they identify the patient.

Symptoms

  • The recipient reports the share link shows an error or asks for a code that never arrives
  • The share appears in the patient's history but the recipient sees nothing

Likely causes

  1. The share has expired. A study shared by a patient from Blume is valid for 24 hours, after which the link is rejected. This is the most common cause when the recipient says the link "doesn't work any more".
  2. The share was sent to a mistyped email address or phone number
  3. The recipient is opening the link in an unsupported or very old browser

What to try

  1. If more than 24 hours have passed, have the patient send a new share, the original cannot be revived.
  2. Verify the recipient's contact details and re-send the share. Note that some email clients break long links in transit, so a fresh share can help even within the 24-hour window.
  3. Ask the recipient to open the link in an up-to-date browser (Chrome, Edge, Safari, or Firefox).

Still stuck? Note when the share was created, the exact recipient address used, and the error text the recipient sees.

The patient can't reset their password​

Symptoms

  • The password reset email never arrives
  • The reset link reports it is invalid or expired

Likely causes

  1. The reset email went to spam, or the patient is checking a different inbox than the account email
  2. The patient clicked an older reset link after requesting several
  3. The patient's account was created through a different sign-in method (for example, a social login), so no password exists to reset

What to try

  1. Ask the patient to check spam and confirm which email address their account uses.
  2. Request a single new reset email and use the newest link within its validity window.
  3. Ask whether the patient originally signed up with Google/Apple or another social login - if so, they should use that button instead of a password.

Still stuck? Contact support with the account email and the approximate account creation date.

Patient can't book, cancel, or reschedule an appointment​

Symptoms

  • The scheduling screen shows no available slots, or won't let the patient submit a request
  • A cancellation or reschedule request doesn't seem to go through
  • The appointment the patient booked doesn't show up on staff's side, or vice versa

Likely causes

  1. The organization or location doesn't have online scheduling enabled, so no slots are offered
  2. The patient is trying to change an appointment type or location that requires staff intervention rather than self-service
  3. A slower connection or an unsupported browser caused the request to appear to hang

What to try

  1. Confirm with the practice whether online self-scheduling is enabled for that location and appointment type.
  2. Ask the patient to refresh and retry in an up-to-date browser (Chrome, Edge, Safari, or Firefox).
  3. Check the scheduling system directly on the staff side to see whether the request actually went through, even if the patient's screen didn't confirm it.
  4. If self-service isn't available for that appointment type, book, cancel, or reschedule it directly for the patient.

Still stuck? Note the location, appointment type, and the approximate time the patient attempted the action, then contact support.

Payment or invoice issues in Blume​

Billing and payment problems in the portal (an invoice won't load, a payment won't go through, a balance looks wrong) should be routed to support rather than troubleshot at the front desk. Contact support with the invoice number and a description of the issue.