Set Up Your 4-Digit Visit PIN

Add an extra layer of security to your in-home visits with a 4-digit PIN. Verify your provider's identity before they begin your care.

What is the Visit PIN?

The 4-digit Visit PIN is a security feature for in-home healthcare visits.

Purpose:

• Verify provider identity before visit begins
• Confirm provider has correct appointment details
• Provide peace of mind for at-home care
• Optional security enhancement

How it works:

1. You create a 4-digit PIN
2. Provider must provide PIN before starting visit
3. Confirms they have access to your appointment details
4. Adds verification beyond digital ID

Why Use a Visit PIN?

Added Security

Protection against:

• Wrong provider at wrong address
• Scheduling mix-ups
• Identity verification before care
• Unauthorized access to your home

Peace of mind for:

• Living alone
• Elderly patients
• Vulnerable individuals
• Anyone wanting extra verification

When It's Most Useful

Recommended for:

• First-time using RoadL
• New address or location
• Living alone
• Elderly or vulnerable patients
• Urban areas with many residents
• Anyone who wants extra security

Less critical for:

• Regular patients with trusted providers
• Facilities with security staff
• If you prefer simpler process

Setting Up Your PIN

Creating Your PIN

1. Open RoadL Patient App
2. Go to Settings
3. Tap Security
4. Tap Visit PIN
5. Toggle Enable Visit PIN to ON

Choose Your PIN

Requirements:

• Exactly 4 digits
• Numbers only (0-9)
• Cannot be all same digit (no 1111)
• Cannot be sequential (no 1234 or 4321)

Examples:

• ✅ 5729 (Good)
• ✅ 8264 (Good)
• ❌ 1111 (Too simple)
• ❌ 1234 (Sequential)
• ❌ 0000 (Too simple)

Tips for memorable PINs:

• Last 4 digits of phone (but not obvious)
• Birth month + birth day (not obvious)
• Random meaningful numbers
• Avoid obvious patterns

Confirm Your PIN

1. Enter your 4-digit PIN
2. Enter it again to confirm
3. Tap Save PIN
4. See confirmation: "Visit PIN Activated"

How Visit PIN Works During Appointments

Before Provider Arrives

Automatic notifications:

• SMS reminder of your visit PIN
• Sent when provider is "On the Way"
• Have PIN ready for provider

When Provider Arrives

1. Provider knocks/rings doorbell
2. You verify their Digital ID (through door camera or peephole)
3. Provider asks for your Visit PIN
4. You provide the 4-digit PIN
5. Provider enters PIN in their app
6. Visit can begin after verification

PIN Verification Process

Provider's view:

• Must enter PIN before starting visit timer
• Cannot begin documentation without correct PIN
• Limited attempts (3 tries)

If PIN incorrect:

• Provider will call RoadL Operations
• ROC verifies appointment details
• Manual override available for legitimate issues
• You're notified of failed PIN attempts

Viewing Your PIN

Check Your Current PIN

Forgot your PIN? View it anytime:

1. Go to Settings
2. Tap Security
3. Tap Visit PIN
4. Tap Show PIN (requires login/biometric)
5. Your 4-digit PIN displays

Security note: PIN hidden by default to protect your privacy

Pre-Visit PIN Reminder

Automatic reminders:

• SMS when provider is en route
• In-app notification
• Email appointment reminder includes PIN

Format: "Your visit PIN is: 1234"

Changing Your PIN

Update Your PIN

1. Go to Settings → Security → Visit PIN
2. Tap Change PIN
3. Enter current PIN (for verification)
4. Enter new 4-digit PIN
5. Confirm new PIN
6. Tap Save

When you change your PIN:

• Takes effect immediately
• Applies to all future appointments
• Active appointments use new PIN
• Providers automatically see updated PIN

How Often to Change

Recommended:

• Every 3-6 months
• After any security concern
• If PIN may have been compromised
• When switching providers frequently

Not required:

• After every visit
• Unless you prefer extra security

Disabling Visit PIN

Turn Off PIN Requirement

1. Go to Settings → Security
2. Tap Visit PIN
3. Toggle Enable Visit PIN to OFF
4. Confirm by entering current PIN
5. PIN no longer required for visits

When disabled:

• Providers don't need PIN
• Visit can begin immediately after arrival
• Digital ID still required for verification
• Can re-enable anytime

PIN for Family Members

Household PIN Options

Option 1: Same PIN for All

• One PIN for entire household
• Simplest to remember
• All family visits use same PIN

Option 2: Individual PINs

• Each family member has unique PIN
• More secure
• Customize per person's needs

Managing Family PINs

From your account:

1. Go to My Family
2. Select family member
3. Tap Security Settings
4. Set individual PIN
5. Or use default household PIN

Visit PIN Notifications

PIN Reminders

You'll receive PIN notifications:

Before visit:

• 2 hours before: Appointment reminder with PIN
• When provider en route: SMS with PIN
• In-app: Visit details include PIN

During visit:

• If wrong PIN entered 3 times
• If provider requests PIN override

After visit:

• Confirmation PIN was used successfully
• Security log in app

Notification Settings

Control PIN notifications:

1. Go to Settings → Notifications
2. Scroll to Security
3. Toggle Visit PIN Reminders
4. Choose delivery method:
   • Push notification
   • SMS
   • Email
   • All of the above

Failed PIN Attempts

What Happens

After 1 wrong attempt:

• Provider can try again
• 2 attempts remaining

After 2 wrong attempts:

• Provider warned: "1 attempt remaining"
• Must be careful with entry

After 3 wrong attempts:

• Provider's app locks PIN entry
• Must call RoadL Operations: (833) 762-3555
• ROC verifies appointment legitimacy
• Can manually override if appropriate
• You're notified of failed attempts

If You Gave Wrong PIN

Provided incorrect PIN to provider?

1. Check your app for correct PIN
2. Provide correct 4-digit number
3. If attempts exhausted, call ROC: (833) 762-3555
4. Verify appointment details
5. Visit can proceed after verification

PIN Security Best Practices

Keeping Your PIN Secure

DO:

• ✅ Keep PIN confidential until provider arrives
• ✅ Verify provider Digital ID before sharing PIN
• ✅ Change PIN if you think it's compromised
• ✅ Use non-obvious number combination

DON'T:

• ❌ Share PIN in advance via text/email
• ❌ Tell PIN over phone unless verified
• ❌ Use obvious patterns (1234, birth year)
• ❌ Write PIN on visible location outside

When to Share PIN

Appropriate:

• Provider at your door after verifying their ID
• Provider shows valid Digital ID
• Matches your appointment details
• At the scheduled visit time

Red flags:

• Provider asks for PIN in advance
• Person arrives without Digital ID
• Wrong person or wrong time
• No scheduled appointment

If suspicious:

• Don't let anyone in
• Don't provide PIN
• Call RoadL immediately: (833) 762-3555
• Call local police if threatened

Troubleshooting

Forgot My PIN

Solution:

1. Open RoadL app
2. Go to Settings → Security → Visit PIN
3. Tap Show PIN
4. Authenticate (biometric or password)
5. Your PIN displays

If provider already there:

• Use app to show PIN
• Or call ROC for assistance: (833) 762-3555

Provider Says PIN is Wrong

Check:

1. Are you reading the current PIN?
2. Did PIN change recently?
3. Is provider entering correctly?

If correct PIN fails:

• Provider should call ROC
• You can call: (833) 762-3555
• Manual verification available
• Visit won't be delayed

Can't Set Up PIN

Issues:

• App not updated (update to latest version)
• Feature not enabled (check settings)
• Technical error (contact support)

Solutions:

1. Update app
2. Restart app
3. Contact support: (833) 762-3555

Want to Disable for One Visit

Temporary disable:

1. Disable PIN in settings before visit
2. Visit proceeds without PIN
3. Re-enable after visit

Or:

• Keep enabled but tell provider PIN immediately
• Same security as disabled
• PIN still logged for records

PIN History and Logs

View PIN Usage

See when your PIN was used:

1. Go to My Appointments
2. Tap completed visit
3. Scroll to Security
4. See PIN verification status:
   • ✅ PIN verified successfully
   • ⚠️ PIN not required (disabled)
   • ❌ PIN failed (with details)

Security Audit Log

For your security:

• All PIN attempts logged
• Failed attempts flagged
• Timestamp of verification
• Provider who entered PIN
• Available for 90 days

Need Help?

Contact our support team:

• Phone: (833) 762-3555 (24/7)
• In-App Chat: Tap the chat icon
• During Visit: Provider can call ROC directly

We can help with:

• Setting up your PIN
• Resetting forgotten PIN
• Troubleshooting verification issues
• Manual override for legitimate visits
• Security concerns

Healthcare in Real-Time™ - Your safety and security come first.