Issues with Receiving Direct Messages

There are a couple of reasons why an address serviced by EMR Direct might have issues receiving messages from other parties.

To rule out any potential issues on the other party's side, send a test message to the address that seems to be having trouble sending and confirm they are able to receive it successfully. This is a great way to double-check that a sender you're trying to receive a message from has a valid Direct address and that their HISP trusts your address. If the sender does not trust your address, the account representative should contact us at support@emrdirect.com to enable trust with additional untrusted party(ies). If the other party’s Direct address is not able to transmit the message, they should check with their HISP to resolve this issue.

If the message is transmited successfully to the other party, their HISP acknowledged the message, and the message is considered successful after 1 hour elapsed, there is mutual trust between the two parties so both parties should be able to exchange messages. If this is the case and messages still can't be received from the sender in question, the sender should check with their HISP to determine why the message did not leave their system or provide a time and date of when the message was sent so we can check to see whether the message was received with an issue on our side that prevented its delivery.

You may not be receiving messages because your Direct address is not active. To confirm that a Direct address is active, the account administrator may sign in to the EMR Direct administrative site at https://www.emrdirect.com/phimail/login and click the "+" to view account status information for the respective organization to which the account is issued. A green square to the left of the Direct address means the address is active. A red square means the address has not yet been activated, and a yellow square means the address has either been queued for deletion or was previously deleted and is in the process of being re-activated. If your Direct address has a yellow square and you did not request a deletion for it, it may have expired. If you have any questions on the status of the address, please email support@emrdirect.com.

Additionally, please provide EMR Direct Customer Care with a time, date, and the sender's Direct address or the message ID of when the messages were sent in any request for investigation of the status of a message that was sent to an EMR Direct account but cannot be located in the recipient's system; at that point we can investigate further.



Did this article answer your question? If not, please contact us.