Troubleshooting

Solutions to common issues and problems

Common Issues

Frequent App Errors

If you are experiencing frequent errors when using the app, as a last resort, deleting your MyHealthPEI account and signing up for a new account can help resolve these rare and intermittent issues.

Solution Steps:

  1. Log in to your account, and click the settings icon in the top right corner
  2. Locate the Account section, then select Delete and follow the onscreen prompts
  3. Create a new account. Once logged back in, select Add clinic and locate your clinic
  4. Complete the identification form, making sure you enter the same information the clinic has in your patient file to connect to this clinic again

Profile and Message Access Errors

If you keep getting errors when trying to access your profile and messages, follow the same account deletion and recreation process above.

Important: Make sure you enter the same information the clinic has in your patient file when reconnecting to ensure proper account matching.

Device Security Issues

If you're having trouble with device security requirements:

  • No Passcode on iOS: In order to keep your health information secure, a passcode on your device is required to use MyHealthPEI. You can use the web browser on a computer if you are unable to add one.
  • Phone Not Secured Message: This indicates your device doesn't meet the security requirements. Add a passcode to your device or use a computer browser instead.

Browser Issues

If you're experiencing browser-related problems:

  • Enable pop-ups for MyHealthPEI
  • Clear browsing history and cache
  • Check your browser version and update if necessary
  • Try using a different supported browser
  • Disable browser extensions temporarily

Connection Problems

For connectivity issues:

  • Check your internet connection
  • Try refreshing the page
  • Clear browser cache and cookies
  • Disable browser extensions temporarily
  • Try accessing from a different network

Appointment Issues

Common appointment-related problems and solutions:

  • No Available Appointments: Your doctor may currently not have any appointments available online. Please contact the clinic for further assistance.
  • Can't See All Appointments: Only three items are shown per category on the Homepage. To view all your upcoming appointments, select the Appointments button in the main menu.
  • Action Required Status: You have questionnaires to complete prior to your appointment.
  • Confirmation Required Status: You need to confirm the appointment.

Message Problems

Troubleshooting message-related issues:

  • Can't Reply to Messages: Your clinic may not currently support this feature. Please contact them directly.
  • Can't Send Messages: Your clinic may not currently support this feature. Please contact them directly.
  • Can't Send Attachments: Your clinic may not currently support this feature. Please contact them directly.
  • Can't See All Messages: Only three items are shown per category on the Homepage. Select the Messages button in the main menu to view all messages.
  • Doctor Name Not Showing: Your clinic may not currently support direct doctor messaging. Please contact your clinic instead.

Notification Issues

Push notification troubleshooting:

  • Not Receiving Notifications: Your clinic may not currently support push notifications for their specific services.
  • Notifications for Some Clinics Only: Different clinics may have different notification capabilities. Contact the specific clinic if you're not receiving their notifications.

Contact Support

If you need additional help, contact the eHealth Support Desk team for assistance with MyHealthPEI issues and questions.

eHealth Support: The eHealth Tier 1 team provides initial end-user support for MyHealthPEI users and can help resolve most issues on first contact.