How to Resolve a Paused Patient Reactivation Service Request

Use this guide when a Patient Reactivation service request is paused and MedXimity needs action from your practice before work can continue. You will review the pause reason, provide the requested information or approval, submit the update, and confirm the request is no longer paused.

Before you begin

Make sure you have the right access and information before you update the request.

• You are signed in with an authorized MedXimity provider or staff account.
• You have access to the Patient Reactivation service request for your practice.
• Your organization allows you to provide the requested information or approval.
• If patient-specific details are requested, use your organization’s approved secure workflow. Do not add unnecessary patient information to comments or messages.

If you do not have permission to approve the request, ask the appropriate provider, office manager, or account administrator at your practice to complete the required action.

What a paused Patient Reactivation service request means

A paused Patient Reactivation service request means MedXimity cannot continue processing the request until your practice responds. If you are asking, “why is my Patient Reactivation request paused,” the request is usually waiting for a decision, clarification, correction, or approval from your practice.

To resolve a paused Patient Reactivation request, review the request details, identify the required action, provide the requested response, and submit the update through the workflow available to your account.

Review the paused service request

Use these steps if you need to review a paused Patient Reactivation service request or find where to check Patient Reactivation request status.

1. Sign in to MedXimity using your authorized provider or staff account.
2. Open the area where your organization manages MedXimity service requests.
3. Open the Patient Reactivation service request that shows a paused status or requires action.
4. Review the request details, including any notes, instructions, or questions shown with the paused request.
5. Confirm whether the request is waiting on information, approval, correction, or another response from your practice.

If your account uses a shared inbox or team workflow, check whether another staff member has already responded before submitting a duplicate update.

Identify the required action

The Patient Reactivation service request required action should explain what MedXimity needs before the request can continue. Read the pause message carefully before you reply.

What information is needed for paused reactivation can vary by request. The request may ask for clarification about the scope, confirmation that the practice wants to proceed, approval from an authorized contact, or corrected information needed to complete the service request.

1. Read the full pause reason or instruction shown on the request.
2. Identify each question or item that needs a response.
3. Confirm who at your practice is authorized to answer or approve the item.
4. Gather the required information before submitting your update.
5. If the request asks for patient-related information, use only the minimum necessary details and follow your organization’s secure process.

For related patient record workflows, see How to Add a New Patient Record Manually in Medximity EHR.

Provide the requested information or approval

If you need to know how to provide approval for Patient Reactivation, respond in the service request with a clear approval statement or the specific information requested. Keep the response direct so the MedXimity team can identify the next step.

1. Open the paused Patient Reactivation service request.
2. Review the required action one more time.
3. Enter your response using the available response field or request update action.
4. If approval is required, state that the authorized person approves the request to continue.
5. If information is required, answer each requested item in the same order it appears in the request.
6. Include your name and role if your organization requires approval tracking.

Do not include passwords, private credentials, or unnecessary patient details in the update.

Submit the update for the service request

After you have entered the response, submit the update for the paused service request through the available action in your MedXimity workflow.

1. Review your response for completeness.
2. Confirm that all required questions have been answered.
3. Submit the update using the available request action.
4. Wait for the request page to confirm that your update has been recorded, if a confirmation is shown.
5. Return to the request details and verify that your latest response appears with the request activity, if activity history is available to your account.

The expected result is that MedXimity receives the information or approval needed to continue reviewing the Patient Reactivation service request.

Confirm the request is no longer paused

To confirm the Patient Reactivation request is active again, check the request status after your update has been submitted and reviewed. The request may not change immediately if a MedXimity team member needs to review your response first.

1. Open the Patient Reactivation service request.
2. Check the current status shown on the request.
3. Review the latest request activity or notes, if available.
4. Confirm whether the paused indicator or required action message has been cleared.
5. If the status still shows paused, review whether any additional action is listed.

For broader patient engagement workflows, you may also find How to Use Video for Chiropractic Patients Engagement and How to Win Your Difficult Patients’ Trust useful.

If the request remains paused

Use these steps to troubleshoot a Patient Reactivation request still paused after you submitted an update.

1. Reopen the service request and check whether your update was saved or added to the request activity.
2. Review the pause reason again to make sure every requested item was addressed.
3. Confirm that the response came from someone authorized to approve or provide the requested information.
4. Check whether a new note or follow-up question was added after your response.
5. If the request still appears paused and no additional action is clear, contact MedXimity Support through your normal support channel and reference the Patient Reactivation service request.

A request may remain paused when the update is incomplete, the approval cannot be verified, or MedXimity needs additional clarification from your practice.

Still Need Help?

If you cannot resolve the paused Patient Reactivation service request, contact MedXimity Support through your usual support channel. Include the service request name or ID if available, the action you already took, and whether the request still shows a paused status.