Navigate to Persons & Institutions | Practice | Patient Portal tab and click the Portal Url which will load the login page for MYIO.
Enter their username and the new password you created.
The patient's username is found in the Persons & Institutions | Patients | Portal Username column. OR navigate to Persons & Institutions | Patients | select patient | Portal tab | User Name.
If you can login successfully, then there is no issue with their username and password.
Provide this information to the patient, and they should be able to login on their own.
The patient can reset the password once they login successfully by going to My Account | Account Settings | Change Password.
More Tips
DO NOT USE the “Close Existing Account” as part of troubleshooting an account, unless directed to by a Valant Support Agent. Closing the account permanently loses the patient’s access to any current measures, statements, payment information, and secure messages that are stored in that account.
It is highly recommended that you create a test patient account with portal access so that you are better equipped to walk the patient through the MYIO setup process, and verify login credentials.
Contact Support If Unable to Resolve
You can do so by submitting a request.
If you are reporting a MYIO issue to Valant Support, it is advised to include the following information in the ticket so we can promptly begin investigating:
- Practice location name found at the top of your Valant page
- Patient ID
- Any error message being displayed. Whenever possible, include a screen shot showing the error. This can be captured by your client on their device or by the practice through resetting their MYIO password, logging in as your client, and performing the same steps your client took to get the error
- A timestamp of when the error occurred, the more accurate the timing is, the more likely we can search backend error logs during the investigation
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The device being used by the patient (PC, MAC, iPhone, Android) and the browser being used
- If a phone, what version is their Operating System (OS)?
- If a browser, what version is their browser?
- Complete steps your client took up to the error. This is so our Support/Engineering Team can attempt the same steps in our test environment to confirm if the error is repeatable.