Patient licenses run for a set term — as standard, 12 months from the day the license is issued. This article covers what happens when a license reaches its end date, and how to renew a patient.
How Expiry Works
Each patient's profile shows their enrollment date and license end date, along with a status badge. When a license reaches its end date:
The patient's status changes to Expired (grey badge) in your dashboard
The patient's access to the full program ends
The patient receives an email letting them know their access has ended and to speak to you about continuing
Patients are also emailed a reminder 14 days before their license expires, so the end date shouldn't come as a surprise to them. Both emails are automatic — you don't need to do anything.
If a follow-up visit is due around the end of a patient's term, that's a natural moment to review their progress together and decide whether to renew.
Renewing a Patient
Open the patient from your Patients list
Click the Actions button at the top of their profile
Select Renew License (this option appears once the license has expired)
Confirm
Renewing requires the Manage patients permission.
When you confirm the renewal:
The patient's full access is restored immediately, on the same account — all of their progress, check-in history, and settings are kept
The patient receives a confirmation email
Your organisation is charged at your agreed license rate, the same as issuing a new license (or one license is used from your prepaid balance, if you're on a prepaid plan)
Timing
The renewed term starts on the day you renew — a 12-month renewal runs for 12 months from the renewal date, not from the old end date. So there's no penalty if some time passes between expiry and renewal; the patient simply doesn't have full access during the gap.
Licenses can't be renewed early — while a license is still active, there's nothing to renew. The Renew License option appears once the license has expired.
License Durations
Licenses are issued for 12 months as standard. Organisations on Oto Unlimited can choose other durations when issuing or renewing — 1, 3, 6, or 12 months, 4 years, or lifetime. If you'd like flexible durations for your practice, message us through the chat bubble.