FAQs/Troubleshooting

• Please be aware if you have multiple accounts within your family, correspondence to our office must be generated from the patient’s account to whom the message pertains.

• Both emails, Virtual Operator@ncfmg.com and reminders@eclinicalmail.com, are no-reply emails. To contact the office, patients must log into the Virtual Office for secure communication.

• Understanding your lab results: You will be seeing many different tests that we've done for you and may be recommending. You may go to Lab Tests Online to help you understand your testing better.
  
  
• Passwords: You must reset your password from the one given by our office to maintain your healthcare privacy. We suggest that you do not save your passwords when prompted by your computer for your security, but also some users have experienced problems logging in after a password change. Please wait at least 15 minutes after making password changes for the changes to take effect.
  
  
• Password recovery: If you log in incorrectly five times, your account will lock. If this happens, please contact our office and we can reset your password for you.
  
  
• Replying to messages: You are unable to reply to messages in your inbox. To respond to us, you need to create a new message. We hope to resolve this limitation in future upgrades.
  
  
• Special Character errors: The Virtual Office cannot accept the plus sign (+) or the vertical bar (|) because of encryption issues. The Virtual Office also gives this error when copying and pasting from a word processing program because these programs contain formatting that pastes over as well. If you like to pre-type your information, please use Notepad located in All Programs -> Accessories.