Settings and admin
Settings — Logs
Check an email or text’s delivery status and content, inspect failures, and export communication history.
Questions people ask
A patient says the sign-in email never arrived. How do I check?
Search their email here. Sent means it left GEN Health; ask them to check spam. Cancelled means patient emails are switched off. No row at all means it wasn't sent; send a new link from Patients.
Why didn't the patient get an email when their prescription was delivered?
Emails go out up to shipping, with tracking. Delivery only updates the status the patient sees in the portal.
The form request shows as sent but the patient says they got nothing. What happened?
Open the row. If it's Cancelled or Failed, the red line gives the reason; fix it and send the request again from the patient's profile.
Can I resend a text message?
No. Only emails can be sent again. Message the patient from Messages instead.
Where to find it
Sidebar → Settings → Logs (/settings/logs).
Access: Client Admin only.
What you can do here
Check whether a patient got an email or text
Use this when a patient says they never got a sign-in link, form request, reminder or order update.
Pick the channel
Open the Email and SMS filter and choose Email only or SMS only if you know which it was.
Search for the patient
Type their name, email or phone number in Search recipient or subject…. All statuses and All types narrow it further.
Read the status
Check the Status column (see Statuses you'll see here).
Open the message
Click the row. The dialog shows From, To, Type, Status, a red line with the reason if it failed, and the exact message the patient received.
Check the result: you can see the message the patient was sent, or see that none was.
Access: Client Admin. Client Staff can't open Logs; ask a Client Admin to check.
Send an email again
Use this when an email was lost or deleted and the content is still correct.
Open the row
Click the email's row (or right-click it and choose View message).
Send it again
Click Send again. It sends the exact same message to the same address; nothing is updated first.
Check the result: the toast reads Email queued to send again. The dialog stays open and its status updates on its own from Pending as the email goes out, and the row in the table shows Resent with the time under its original time.
Access: Client Admin. Texts, messages still sending, and messages received from patients can't be sent again. If the content is out of date, message the patient from Messages instead.
Export the log
Export
Filter the table, then click Export CSV → Export what's in the table.
Check the result: a CSV downloads with when, channel, recipient, subject, type and status. Message text is never included.
Access: Client Admin.
Every setting on this page
| Control | What it does |
|---|---|
| Send history | In an email's dialog, lists the original send and each later send. Each entry is labelled Original send, Sent again or Delivery retry, with its time, status and any error. A Delivery retry is an automatic retry, not a new send. Not shown for texts or messages received from patients. |
| Delivery retries this cycle: | Shown under the history when GEN Health has retried delivery automatically. |
| Resent line in the time column | Appears under the original time when someone has sent the email again. |
Statuses you'll see here
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Sent / Delivered | Handed over or accepted by the patient's mail or phone provider | The patient | Ask them to check spam, or confirm the address on their profile |
| Pending / Processing / Queued / Sending / Scheduled | Not sent yet | GEN Health | Wait, then Refresh |
| Undelivered / Failed | It didn't arrive: bad address, blocked number or bounce | You | Open the row for the reason, fix the contact detail, then Send again |
| Cancelled | GEN Health stopped it before sending, usually because patient emails are switched off | You | Check Settings → Notifications |
| Received | A text a patient sent you (green arrow) | You | Reply from Messages |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| Many rows read Cancelled | Disable patient emails and SMS is on, or that email type is off in Portal experience | Turn them back on. Cancelled messages are not re-sent automatically. |
| A patient's sign-in link email never arrives | The patient is archived or not active, so the link can't work | Restore the patient in Patients, then send a new link. |
| Search finds nothing you know was sent | The table loads 50 rows at a time and search only covers loaded rows | Pick the channel first, then scroll to load more. |
| No row for a message your provider network or pharmacy sent | Logs only lists messages sent under your account | Ask the network, or check the order's History. |
| A re-sent email still shows the old price or status | Send again repeats the stored message | Message the patient from Messages. |
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