Help : Accessing Your Patient Portal Account

Help: Logging in to Your Patient Portal Account

Patient Portal log in screen

Your email/username is the email address that you used during online patient registration or when you activated your Patient Portal account.* If you need to change your Patient Portal username, contact your provider to update your email address on file.

Your password is set by you when you confirm your registration or Patient Portal activation. If you forget your password, you can reset it by following the "I forgot my password" link on the log in screen.

To protect the security of your health information, it is very important that you keep your Patient Portal password private!

*For some patients (this is very rare), the email address used to log into the Patient Portal may not be the same as the email address on file with the provider. If you suspect this is the case and is causing a problem, contact support@md-hq.com.

Help: * I forgot my password

Click "I forgot my password" if you are already registered with the practice and have an active patient portal account, but you need to reset your password. You will need to enter the following confirming information:

  1. The email address you have on file with your provider
  2. Your date of birth
  3. Your last name
  4. Your zip/postal code (in the U.S., first 5 digits only)

This information must exactly match the information that your provider has on file for you. When you click "Send reset link" at the bottom of the password reset form, the system will send an email to the email address that you entered. If the system is able to verify your account, the email will contain a link that you can follow to create a new password.

Help: Creating your Patient Portal Account

If you initially registered with the practice in person or over the phone, you'll need to create your Patient Portal account and set your password by clicking "I'm a registered patient. Create my account!" You'll be asked to provide certain information to confirm your identity, which must match what your provider has on file for you. If everything matches, you'll receive an email link that you can follow to set your Patient Portal password. Then just log in using your email address and the password that you set.

In some cases (generally only if you are a long time member of the practice who initially registered in person or over the phone OR if you registered online but never confirmed your registration by following the link in the confirmation email), your provider must manually enable Patient Portal access for you before you can activate your Patient Portal account and set your password.

If you're not sure whether your provider needs to enable Patient Portal access, try to create your Patient Portal account by clicking on the link and providing the requested information. If you receive an email saying that we were unable to verify your account, contact your provider to make sure that Patient Portal access is turned on and your provider has the correct information on file for you.

Help: * I'm a registered patient. Create my Patient Portal account!

Use this link if you are a registered patient and you would like to activate your Patient Portal account.

You'll need to enter:

  1. The email address you have on file with your provider
  2. Your date of birth
  3. Your last name
  4. Your zip/postal code (in the U.S., first 5 digits only)

This information must match the information that your provider has on file for you. When you click "Send activation link," the system will send an email to the email address that you entered. If the system is able to verify your account using the information that you entered, you'll receive an email with a link that you can follow to create a password.

Help: New Patient Registration

To register online as a patient with the practice, enter your information in the new patient registration form. You can get to this form by clicking on "I'm a new patient. Take me to the registration page." on the Patient Portal login screen. You should only fill out the registration form if you are a new patient, i.e., you have never seen a provider in this practice before OR if you've specifically been instructed to do so by your health care provider. Existing patients who just need to set up Patient Portal access should instead use the link "I'm a registered patient. Create my Patient Portal account!"

Fill out all required fields - marked with an asterisk (*), as well as other requested information if desired. Set a password that you will use (along with your email address as a username) to access your Patient Portal account. Review the Privacy Policy at the bottom of the form, and check the box to indicate that you have read and accept its terms. Then sign the form using your mouse (or your finger if you are viewing the form on a touch screen device) and click "+ SIGN ME UP!".

Within a few minutes, you will receive a confirmation email at the email address that you entered in the registration form. You must click the link in that email to finalize your registration and create your Patient Portal account. Then you can log in to the Portal using your email address as your username and the password that you created. If you do not receive the email within 15 minutes, check your spam/junk mail folder.

Help: * I'm a new patient. Take me to the registration page

If you're new to the practice (i.e., you haven't seen a provider yet), use this link to register online and automatically set up your Patient Portal account.

Help: Email Aliases

The MD HQ Patient Portal requires that each user have a unique email address as the username. This can create problems where one email account is shared by two or more patients (commonly, parent and child, or family email accounts, e.g.). To avoid setting up separate email accounts for multiple patients who currently share an email account, you can use aliases, which are additional email addresses that use the same inbox, contact list, and account settings as the primary email address, and all route email messages into the primary inbox.

Specific instructions for how to create an alias in: Gmail, Yahoo!, or Outlook.com/Hotmail.

FAQs: Why does the Patient Portal keep making me reset my password?

If you are finding that you have to reset your password every time you try to log in to your Patient Portal account, you may be entering the wrong information in the username/email field. Your username sould be the email address on file with your provider.* To update your email address on file, contact your provider.

If you've set your browser to automatically remember your login information, you may be having this problem because the browser is remembering and automatically entering the wrong username. If you manually enter the correct username and click "Log In!", the browser should ask whether you want it to remember the new information.

* For some patients (this is very uncommon), the email address used to log into the Patient Portal will not be the same as te email address on file with the provider. If you suspect this is the case and it is causing problems, contact support@md-hq.com, being sure to include the name of your provider and a description of the problem.

FAQs: Am I registered?

You are registered with the practice if you have ever seen a provider or received medical services from the practice, or if you registered online by submitting the online registration form.

If you registered online but did not finalize your registration by following the link in the confirmation email sent to your email address, you're still registered with the practice (no need to fill out the registration form again!) but won't be able to create your Patient Portal account until (1) you go back and follow the verification link (but note: the link expires a few days after the email is sent), or (2) a provider verifies your email address and enables Patient Portal access.

FAQs: I'm trying to activate my Patient Portal account - why am I receiving the message "Unable to verify your account"?

Having trouble activating your Patient Portal account or setting your password? There are several reasons why account activation might fail.


Problem #1: You are not registered with the practice.

Before you can create a Patient Portal account, you must have registered with the practice either in person or using the online registration form.

Solution: Register online! On the Patient Portal log in screen, click on "I'm a new patient. Take me to the registration page."


Problem #2: Information on file with your provider does not match what you entered to verify your identity or there is more than one patient with your email address on file. 

The system checks your email address, home postal code (for U.S. zip codes, use 5 digits, not 5 + 4), and date of birth to verify your identity and correctly link your Patient Portal account to your medical records. If the information that you enter doesn't match what your provider has on file or if there is another patient with the same email address listed (e.g., a member of your family), your account cannot be activated until this information is corrected or duplicate email addresses are removed.

Solution: Double-check the information that you entered and make sure you are entering the email address that is on file with your provider. If you recently moved, you might try entering your previous home postal code. If you continue to receive an error, call your provider to correct your information on file and make sure the same email address isn't listed for any other patients. Once this is done, you can try again by clicking on "I'm a registered patient. Activate my account!" on the Patient Portal log in page.


Problem #3: You registered online but did not verify your email address by following the confirmation link. 

When you register online, your Patient Portal account is created automatically and Patient Portal access is enabled when you follow the link in the confirmation email to set your password.

Solution #1: Find the confirmation email that was sent when you registered and click on the link to confirm. Don't forget to check in your spam/junk email folder! You're looking for an email with the subject "Please confirm your registration with our practice" (probably from REGISTRATION CONFIRMATION, do-not-reply@md-hq.com) Once you've confirmed by following the link, you can log on using your email address and the password that you set.

Solution #2: If you can't find the confirmation email (its been deleted or you never received it), you'll need to call your provider to ask that Patient Portal access be enabled. Then, click on "I'm a registered patient. Activate my account!" on the Patient Portal log in page.


Problem #4: You are an existing patient and the practice has not yet enabled Patient Portal access for you. 

If you registered with the practice before it began using the Patient Portal, for example in-person at your doctor's office, a provider must manually enable Patient Portal access to your medical record after verifying that they have on file for you a unique email address (i.e. not listed for any other patients) for an email account that only you have access to.

Solution: Try to activate your account, double-checking that the information you are entering matches what should be on file with you provider (see problem #2). If you continue to encounter an error, call your provider to check whether Patient Portal access is enabled and the information on file is correct. Then, click on "I'm a registered patient. Activate my account!" on the Patient Portal log in page.

FAQs: I'm trying to reset my password - why am I receiving the message "Unable to verify your account"?

You will not be able to reset your Patient Portal password if the information that you enter (email address, postal code, last name, and date of birth) doesn't match what your provider has on file for you. Potential issues to be aware of:

  • The email address that you enter to verify your identity has to be the one that is on file with your provider, which in rare cases may be different from your username (which is the email address that you used to register online).
  • If there is another patient with the same email address on file, you won't be able to reset your password until the duplication is removed.
  • For U.S. zip codes, just enter the first 5 digits, not 5 + 4.

Check what you entered and try again. And, if you still have problems, contact your provider to make sure that the information on file is correct and Patient Portal access hasn't been accidentally disabled.

FAQs: I entered my information to activate my account or reset my password - why didn't I recieve a confirmation email?

If you completed the form to activate your Patient Portal account or reset your Patient Portal password, you should have received a confirmation email from us either saying "Unable to verify your account" or "Password reset confirmation". If you do not see a confirmation email in your inbox, it may have been snared by your spam/junk filter. Check your spam/junk mail folder.

You can also "whitelist" emails from us (mark them as "not spam/junk" to make sure they arrive in your inbox). The process for whitelisting really depends on what email provider you use, if you know how, you can add do-not-reply@md-hq.com and notifications@md-hq.com to your safe senders list, and mark anything from us that gets caught in your spam/junk filter as "not spam/junk" to make sure that you get emails from us in the future.

FAQs: How do I disable my Patient Portal account?

If you want to disable Patient Portal access for any reason, just contact your provider. No information is lost when you disable your Patient Portal account, as all of your information remains on file with your provider. But once the account is disabled, you will no longer be able to access your information remotely or send messages or requests via the Patient Portal.

If you suspect that your account security has been seriously compromised, you can request that Patient Portal access be temporarily suspended to protect your privacy.