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.