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.

Common Questions About Appointments

Why can't I see all my upcoming appointments?

To view all your upcoming appointments, select the Appointments button in the main menu. Only three items are shown per category on the Homepage.

What does Action Required mean for my appointment?

When your appointment has the status "Action Required", you have some questionnaires to complete prior to your appointment.

What does Confirmation Required mean for my appointment?

When your appointment has the status "Confirmation Required", you need to confirm the appointment.

Why don't I see any appointments with my doctor?

Your doctor may currently not have any appointments available online. Please contact the clinic for further assistance.

How do I add my upcoming appointments to my calendar?

To add an upcoming appointment to your Apple or Google calendar, select the Appointments button in the main menu. Find the appointment you want to add to your calendar and select it. In the detailed view of your appointment, select the Add to calendar button and choose either Apple or Google from the listed options. You can also add an appointment to your calendar on the appointment confirmation page at the end of booking.

What's the difference between booking with a family doctor or a specialist?

When beginning your online booking, you may be asked whether you want to book with a family doctor or a specialist. This will help redirect you to the appropriate booking services to best meet your needs. If you want more information regarding a clinic's booking flow, please call the clinic for further assistance.

Contact Support

Access the TELUS Health Chatbot through the Support link on the login page: https://myhealthpei.thconnect.telushealth.com

For questions related to the TELUS Health Connect application, email support at connectsupport@telus.com for further assistance.

For clinic-related questions, please contact your clinic directly.

If you have a medical emergency, please seek medical assistance or call 911.