Are one of your patient’s having problems logging in to the correct My Account? Maybe they’re a parent who keeps getting logged in as their child, or perhaps they find themselves getting constantly logged into their partner’s account instead of their own? Don’t worry, we’re here to help you sort it out!
The culprit in this case is usually an email address on the main patient’s account being used as the username on the secondary patient’s account. When this happens, when the main patient attempts to sign in using their email address, they’ll keep getting logged in as the secondary patient because it’s that patient’s unique username.
In order to correct this, the patient will want to change the secondary patient’s username to something other than their own email.
📍It is important to note that although many patients choose to use an email to create their username, a username does not need to be an email. A username can be whatever you choose for it to be (ie. “heatherwhite”).
To help your patient create a new username for the secondary patient profile, a staff member can head to that secondary Patient Profile and use the Welcome button to Send Now a new welcome email. This will allow the patient to update the username as needed.
Once the username is updated, you can note what the username is for both patient’s accounts and pass along that info to your patient.
This should prevent confusion, both on your patient’s part and Jane’s, for future logins but if they’re still running into trouble, check out our Helping Patients Log In guide. We’re also happy to have you chat with us so don’t hesitate to reach out!