PORTAL: Change the message a patient, who's account has been locked, see went they try to login to their Portal account for "This portal account is locked. Please contact your clinic for more details" instead of "The email or password provided do not match any records on our system."

Affected User(s):
Users responsible for assisting patients with Portal-related issues or those who need patients to contact the clinic after multiple unsuccessful attempts to reach them.

Task Affected:
Prevent frustrating conversations with patients who are unable to access their Portal account, even after resetting their password. The current messaging may lead patients to believe their account has been deleted or that there's a system error.

Impact:
The patient experience is negatively impacted due to confusion and frustration.

Current State:
In some cases, clinics lock a patient’s portal account when they need the patient to contact them about an outstanding bill, insurance questions, or updates to their citizenship or MSP status. This lock is typically implemented after multiple attempts to reach the patient. One patient shared that they spent considerable time troubleshooting access, only to discover their account was locked, and they simply needed to contact the clinic.

Competition Consideration:
N/A