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Most likely the patient has inconsistent information across multiple cases in the EHR (ChiroTouch Classic (Server) or Eclipse). Check for missing or inconsistent data and update the patient's email address and/or cell phone number as needed.

Can't text or email a patient even though their cell and email show? Inconsistent contact info across EHR cases is the usual cause

Can't send a message to a patient even though email and cell show

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