What will my patients see when they receive a Direct Message?

When you send a Direct Message, we use two-factor authentication (2FA) to add an extra layer of security. This works similarly to standard 2FA methods.

Your recipient will receive:

An email with a secure link to the message portal
An SMS with a six-digit access code (sent after they click the email link)

The email sent to the patient is simple and non-customisable, and contains no PII (Patient Identifiable Information):

Accessing the Message

When the recipient clicks the link in the email, they’ll be taken to a secure message portal, which is branded with your organisation’s logo (configured via Settings -> Organisation):



An SMS with a six-digit Access Code will then be sent.

Note: The SMS is only triggered once the email link is clicked. If the code hasn’t been received, ask the recipient to check they’ve clicked the link.

The recipient should enter the access code into the 'Access Code' field and click Unlock to access the message.

Viewing Documents

If you’ve included documents, the recipient can either:

View them within the portal, or
Click Download Attachment to save a copy

Expired Messages

If the message has expired, the portal will display a notice asking the recipient to contact you using the phone number set in Settings -> Organisation.

Updated on: 23/05/2025