We are currently updating the OP Help Center content for the release of OP 14.19 or OP 19. OP 19 is a member of the certified OP 14 family of products (official version is 14.19.1), which you may see in your software (such as in Help > About) and in the Help Center tabs labeled 14.19. You may also notice that the version number in content and videos may not match the version of your software, and some procedural content may not match the workflow in your software. We appreciate your patience and understanding as we make these enhancements.

How can a practice delete an email address linked between OP 14 and the patient portal?

Version 14.19

Having the Practice Change a Parent's Email Address

If a parent needs to change their email address but has not yet logged into the portal account and changed their password, the change can be made in OP. Portal accounts that have not yet been activated are editable.  Once an account is activated, it no longer is editable and appears greyed out.

If you have a parent wishing to change their email address, but the information is "greyed out" in OP, then there is a link between the Portal and their Account.

Follow these steps to change their email without involving the parent to log into the portal:

  1. Log into the portal as an administrator.
  2. Select Manage > Control Panel in the dropdown at the top of the window.


  1. Select Users under the Portal group.


  1. If not already selected, click the Advanced link to display the advanced search.

  1. Enter the old email address in the email address field.
  2. Select the checkbox next to the user.


  1. Once the email is selected, perform one of the following:
  • Click the Deactivate button (shown above).
  • Click the Actions button and choose Deactivate.   


  1. Change the Active field from Yes to No.

  1. Search for and select the email you have deactivated.  


  1. Once the checkbox next to the user is selected, perform one of the following:
  • Click the Delete button (shown above).
  • click on the Actions button and choose Delete.

The email is no longer linked between the OP account and the patient portal.

When you return to OP 14, the email address should no longer be grayed out.  You can now delete the email and enter the new email.  Also, portal access will need to be activated with the new email by the parents.  Any messages associated with the patient will reappear under the new email address.

Restoring a Deactivated User

If you accidentally deactivated a user that should be considered active, perform the following steps:

  1. Change the Active field from Yes to No.
  2. Search for and select the the email you have deactivated.
  3. Once you have selected the checkbox next to the user you didn't want to deactivate, click the Restore button.


Version 14.10

Having the Practice Change a Parent's Email Address

If a parent needs to change their email address but has not yet logged into the portal account and changed their password, the change can be made in OP. Portal accounts that have not yet been activated are editable.  Once an account is activated, it no longer is editable and appears greyed out.

If you have a parent wishing to change their email address, but the information is "greyed out" in OP, then there is a link between the Portal and their Account.

Follow these steps to change their email without involving the parent to log into the portal:

  1. Log into the portal as an administrator.
  2. Select Manage > Control Panel in the dropdown at the top of the window.


  1. Select Users under the Portal group.


  1. If not already selected, click the Advanced link to display the advanced search.

  1. Enter the old email address in the email address field.
  2. Select the checkbox next to the user.


  1. Once the email is selected, perform one of the following:
  • Click the Deactivate button (shown above).
  • Click the Actions button and choose Deactivate.   


  1. Change the Active field from Yes to No.

  1. Search for and select the email you have deactivated.  


  1. Once the checkbox next to the user is selected, perform one of the following:
  • Click the Delete button (shown above).
  • click on the Actions button and choose Delete.

The email is no longer linked between the OP account and the patient portal.

When you return to OP 14, the email address should no longer be grayed out.  You can now delete the email and enter the new email.  Also, portal access will need to be activated with the new email by the parents.  Any messages associated with the patient will reappear under the new email address.

Restoring a Deactivated User

If you accidentally deactivated a user that should be considered active, perform the following steps:

  1. Change the Active field from Yes to No.
  2. Search for and select the the email you have deactivated.
  3. Once you have selected the checkbox next to the user you didn't want to deactivate, click the Restore button.