This article covers actions you can take within the AdvancedMD Patient Portal to troubleshoot potential issues. These issues could include, resetting your password, registering your AMD patient portal account, error messages, and sessions timing out. The article will also walk you through how to access the AMD patient portal account from the correct URL, ensuring you are using the correct link associated with your home state.
AdvancedMD (AMD) Overview
AdvancedMD (AMD) is the electronic medical record used by Rula, its patients, and therapists that contract with Rula.
Registering your Patient Portal Account for the first time
If you need help creating/registering your AMD patient portal account for the first time, click here to read about registering your AMD patient portal account.
Troubleshooting for Existing Patients - Potential Issues
Forgot Password
You can reset your password by clicking Forgot Password on the AMD patient portal homepage.
You should use the email address that you have on file with Rula to properly reset your password.
If you see the below error message when trying to reset your password, this means that your AMD Patient Portal account has not yet been fully established. If you haven’t created/registered your AMD patient portal account for the first time, click here to read about registering your AMD patient portal account.
Two-Factor Authentication
AMD patient portal access may require two-factor authentication.
You will receive a 6-digit code by email that you will need to enter within 15 minutes. If you do not enter the code within 15 minutes, you will have to repeat the process.
Once entered, you can select "Keep me logged in for 24 hours."
Email Already in Use
You may receive an error message when trying to log into your AMD patient portal that says "Email already in use for another account." Please email support@rula.com for help resolving this issue.
Session Timing Out
If you see the below screen, you will soon be automatically logged out of the AMD patient portal. The countdown indicates when your session will be timed out. You will need to click the “Yes” button before the timer ends to stay logged in.
Additional Resources
- AdvancedMD (AMD) patient portal navigation - Detailed instruction on how use AdvancedMD (AMD) patient portal
- General technical troubleshooting tips- Detailed instruction that you can use for troubleshooting general technical issues before contacting customer support. It provides best practices including how to clear Cache/Cookies, how to restart or refresh your Internet browser, program, or computer, and how to use a Chrome browser
- Steps to take if you did not receive your telemedicine link or it's not working- Detailed information on the 24-hour appointment reminder email you will receive in advance of any therapy appointment