> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Upgrade a provisional record

> Add a verified phone or a verified NIN to a patient's provisional record from the desk.

A provisional record is fine for care, but some things stay locked until it is upgraded. The HPN never changes when you upgrade.

## Before you start

You need:

* The role `receptionist` (or `owner` or `admin`).
* The patient present.

## Steps

<Steps>
  <Step title="Open the patient's desk page">
    Find the patient on `/hospital/desk` and open their record. This is `/hospital/desk/patient/` followed by their HPN.
  </Step>

  <Step title="Go to Upgrade this record">
    You see **What's limited while this record is provisional**, and two ways to upgrade.
  </Step>

  <Step title="Option 1: add a phone">
    1. **Confirm who they are.** Read aloud and confirm their **Surname**, **State**, **Last 4 of HPN** or **Date of birth**. This is a check, never a gate.
    2. **Their phone number.** Click **Send a code to their phone**.
    3. **Ask them to read the code.** The read-back is the proof.
    4. You see **Phone verified**.
  </Step>

  <Step title="Option 2: verify their NIN">
    Click **Verify NIN** and enter the patient's NIN. When it is confirmed, the record shows **Verified · NIMC**.
  </Step>
</Steps>

<Note>
  NIN checks may be unavailable at the moment. If **Verify NIN** fails, add a phone instead and try the NIN another time.
</Note>

## What you can do here

* Turn a provisional record into a verified one.
* See what is limited while it stays provisional.

## Common problems

| What you see | What to do |
| - | - |
| The code didn't arrive | Check the number with the patient and send again. |
| The patient can't confirm their date of birth | Confirm another detail. A failed check never blocks care. |


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