This article is intended for Clinic Staff who are unable to assign a WellPD wearable to a patient in the Care Portal. Below are the most common reasons why this may occur and the recommended next steps.
If the device cannot be assigned, the Serial Numbers (SNs) in the device assignment page may appear greyed out and unavailable for selection.
Common Reasons
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The device has already been assigned to another patient.
If the WellPD wearable has previously been assigned, the system will prevent it from being reassigned. Each device can only be linked to one patient at a time.
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The Serial Number associated with the order has not been linked to the study.
If the device’s Serial Number has not yet been properly linked to the corresponding study, the system will not allow assignment to a patient.
What to Do Next
In both cases, please reach out to our Support Team and provide the serial number of the device in question. You can find the serial number on the back of the watch or on the side of the box label.
Our team will review the device status and assist you in resolving the issue as quickly as possible.