Our patient is getting a message saying they are not able to log into the Patient Connect Portal. Why are they being blocked?

The vast majority of these cases involve multiple patients sharing the same email address, which can cause issues with logging in due to HIPAA.

The only time patients can share an email and still log in is if the address is shared between a responsible party and a dependent (someone below the age of 18).  In that case, they will be brought to a screen asking them to enter the responsible party’s birth date and then be prompted to create a password.

If an email address is shared between two patients who are both over 18, we will not allow them to log in, and will ask them to provide a unique email address. This will often occur when one parent is the responsible party, but it’s the other parent who shares an email address with their children.