A resend is the same care plan with a fresh delivery. We don't issue a new PIN, we don't create a new patient record, we don't restart any reminder cadences. The original plan stays intact and the patient unlocks with the same credentials. Audit-logged so you can prove who hit resend, when, and which channel they sent to.
Delivery happens in seconds. The status caption under the patient's name in the roster updates to "sent" within a minute, and to "delivered" once Paubox or Telnyx reports back from the receiving server.
First, check the email field on the patient's record for a typo. The most common cause is a misspelled domain (gmial.com, yaoo.com). Click Edit, fix the address, save, then resend.
If the address is right but delivery still fails, Paubox may have suppressed the recipient (hard bounce, spam complaint). The roster caption will say "bounce" or "complaint" instead of "delivered." We can't override Paubox's suppression list, but you can usually reach the patient via SMS instead, or ask them to add noreply@notify.qrrx.io to their contacts before you resend.
Check the phone number format on the patient's row. We accept most US-style formats, but stripped-down numbers like "555-0123" without the area code won't deliver. The right format is 10 digits including area code, formatted any way.
Permanent failure codes (Telnyx 40002, 40005, 40010) auto- suppress the number going forward. The caption shows the error code. Common reasons: unreachable destination (40002), unsupported country (40005), spam-rejected (40010). If you see one of these, switch to email and confirm the patient knows we won't text that number again.
A resend doesn't reset the PIN expiry. If the PIN has expired (the patient is well past their recovery window), the better path is to send them a brand-new care plan. The original stays in your roster for the audit trail; the new plan gets a fresh PIN with a fresh window.