Troubleshooting problems with notifications

This article covers solutions to issues getting notifications from:

• TotalAssist portal accounts
• TotalAssist fund open notifications system
• FundFinder

If you are not receiving password reset emails, multifactor authentication (MFA) verification codes, fund alerts, or other notifications from our TotalAssist portals, TotalAssist Fund Notification System or FundFinder, the steps below can help ensure messages are delivered successfully.

Notification sources and what they are used for

TotalAssist portals

Used for account-related communications, including password resets, MFA verification codes, and other portal notifications.

• Email sender: no-reply@patientadvocate.org
• We recommend that you add this email address to your contact list.

TotalAssist Fund Notification System

Used for TotalAssist specific fund opening alerts and other fund-related notifications. Alerts are provided based on subscriber preference, either by email, SMS, and/or automated phone calls.

• Email sender: no-reply@patientadvocate.org
• SMS and automated phone calls: 888-457-5274
• Depending on your notification preferences, we recommend you add this email address and phone number to your contact list.

FundFinder

Used for FundFinder alerts across all eight charitable patient assistance foundations. Alerts are provided based on subscriber preferences, either by email, SMS, and/or automated phone calls.

• Email sender: no-reply@patientadvocate.org
• SMS and automated phone calls: 888-457-5274
• Depending on your notification preferences, we recommend you add this email address and phone number to your contact list.

If you are not receiving notifications

Check your email

• Review your spam folder(s), sometimes labeled as junk, clutter, promotions, deleted items, or quarantine.
• Search your mailbox for:
  • no-reply@patientadvocate.org
• Make sure your mailbox is not full.
• Request a new password reset or MFA code and allow a few minutes for delivery.

Check your phone

• Confirm your mobile number is correct in your account.
• Verify that 888-457-5274 is not blocked.
• Check spam-call and spam-text filtering settings.
• Save 888-457-5274 as a contact to help prevent messages from being flagged as spam.

Adding our notifications to your safelist – for providers and pharmacies

Many healthcare organizations use advanced email security tools that can block automated notifications. Ask your IT or email administrator to safelist the following:

Email addresses

• no-reply@patientadvocate.org

Domains

• patientadvocate.org
• totalassist.org
• fundfinder.totalassist.org
• fundfinder.org

Important reminder for providers and pharmacies only: Use of Gmail accounts or other personal email providers are not permitted for portal accounts.

Security reminders

Protecting patient privacy is our top priority. Patient Advocate Foundation, TotalAssist, and FundFinder will never:

• Ask for your password
• Ask for your MFA or verification code
• Ask for your login credentials by email, text message, or phone
• Request sensitive account information through an unsolicited message

If you receive a message claiming to be from TotalAssist or FundFinder that requests this information, do not respond.

Need more help?

If you continue experiencing notification delivery issues, contact our TotalAssist Program Specialists and provide:

• Your email address
• The type of notification you did not receive (e.g., portal password reset, TotalAssist fund opening notification, FundFinder notification, etc.)
• The date and approximate time it you expected to receive the notification
• Whether the issue involved email, SMS, or voice notifications