> ## Documentation Index
> Fetch the complete documentation index at: https://help.elationhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Common questions about Elation Patient Passport, including how to sign up, log in, manage your account, and access your health information.

<Info>
  **For patients and caregivers**

  Have a specific question about the Elation Patient Passport? Use the jump links or common questions below to find your answer. If you don't find what you need, contact your provider's office directly.
</Info>

<CardGroup cols={2}>
  <Card title="How do I get access to Patient Passport?" icon="question" href="#getting-started">
    Register for an account if you don't have one yet or use your existing credentials to log in.
  </Card>

  <Card title="How do I log in?" icon="lock" href="#logging-in">
    Use your email and password at app.elationpassport.com.
  </Card>

  <Card title="What can I do in Patient Passport?" icon="star" href="#using-the-portal">
    Messages, appointments, health records, and more.
  </Card>

  <Card title="Can a caregiver access my chart?" icon="users" href="#family-and-caregiver-access">
    Yes, with an invitation from your provider's office.
  </Card>
</CardGroup>

**Jump to a section:** [Getting started](#getting-started) · [Logging in](#logging-in) · [Using Patient Passport](#using-the-portal) · [Your account](#your-account) · [Family and caregiver access](#family-and-caregiver-access) · [Records from multiple providers](#records-from-multiple-providers) · [Privacy and security](#privacy-and-security)

***

## Getting started

<AccordionGroup>
  <Accordion title="Do I need to create a new account?">
    No. If you already have a Patient Passport account, your login email and password still work. You do not need to sign up again.
  </Accordion>

  <Accordion title="How do I get access to Patient Passport?">
    If you don't have an account yet, then your provider's office sends you an invitation by email. Click the link in the email to get started. If you have not received an invitation, contact your provider's office and ask them to send one.

    The invitation email comes from a do-not-reply address — do not reply to it. If you have questions or need a new invitation, contact your provider's office directly.
  </Accordion>

  <Accordion title="What does signing up look like?">
    It takes less than two minutes. You will:

    1. Select the link in your invitation email
    2. Create an account with your email address and a password
    3. Confirm your identity using your date of birth
    4. You're in
  </Accordion>

  <Accordion title="What if I never received my invitation email?">
    Check your spam or junk folder first. If it is not there, contact your provider's office to confirm the email address they have on file, and they can resend the invitation.
  </Accordion>

  <Accordion title="What is the difference between Patient Passport and the booking site?">
    These are two separate tools:

    * **Patient Passport** ([app.elationpassport.com](https://app.elationpassport.com)) is your secure health portal — for messaging your care team, viewing visit summaries, accessing your health records, and managing your account.
    * **The booking site** is a separate page where you can request or schedule appointments online. Your provider's office may share a link to it directly.

    Your Patient Passport login and the booking site are separate. If you have trouble with one, it does not affect the other.
  </Accordion>
</AccordionGroup>

## Logging in

<AccordionGroup>
  <Accordion title="How do I log in?">
    To login, go to [https://app.elationpassport.com](https://app.elationpassport.com) and enter your email address and password.

    If you are using the Elation Passport app on iPhone, you can also use Face ID or Touch ID. On Android, you can use fingerprint authentication. Enable biometric login from your device settings after your first login.
  </Accordion>

  <Accordion title="What if I forgot my password?">
    Select **Forgot Password** on the login screen. A reset link will be sent to your email address. Use it right away as it expires quickly. If you do not receive the email, check your spam or junk folder first. If the email is not there, contact Elation Support directly at [https://app.elationpassport.com/support/?persona=passport\_user](https://app.elationpassport.com/support/?persona=passport_user).
  </Accordion>

  <Accordion title="What if I am locked out of my account?">
    Contact your provider's office. They can confirm your email address is correct and resend access from your chart.
  </Accordion>

  <Accordion title="I never received my invitation email or password reset email. What should I do?">
    If you did not receive your invitation email, check your spam or junk folder first. If the email is not there, contact your provider's office — they can send you a fresh invitation. If you are still unable to receive the invitation email, contact Elation Support directly at [https://app.elationpassport.com/support/?persona=passport\_user](https://app.elationpassport.com/support/?persona=passport_user).

    If you did not receive your password reset email check your spam or junk folder first. If the email is not there, contact Elation Support directly at [https://app.elationpassport.com/support/?persona=passport\_user](https://app.elationpassport.com/support/?persona=passport_user).
  </Accordion>

  <Accordion title="How long does a login session last?">
    Your session lasts until you log out or there have been two hours of no activity. After two hours of inactivity, you will be taken back to the login screen.
  </Accordion>
</AccordionGroup>

<h2 id="using-the-portal">
  Using Patient Passport
</h2>

<AccordionGroup>
  <Accordion title="What can I see and do in Patient Passport?">
    Once you are logged in, you can:

    * Send and receive secure messages with your care team (depending on practice settings)
    * View upcoming and past appointments
    * View your health summary, medications, allergies, and vaccines
    * Read visit summaries after each signed visit
    * View, download, email, fax, or print records and documents your provider has shared with you
    * Print message threads from your inbox
    * Update your demographics, contact details and account information
  </Accordion>

  <Accordion title="Can I manage my appointments?">
    You can view all of your upcoming and past appointments. Depending on your provider's settings, you may also be able to cancel an upcoming appointment from the portal. Rescheduling an appointment is not  available through Patient Passport — to move an appointment to a new time, contact your provider's office directly by phone or through **Messages**. To schedule a new appointment, use the **Book Appointment** link (if available) or call the office directly.
  </Accordion>

  <Accordion title="Can I send messages to my provider?">
    You can reply to messages your provider sends you. Depending on your provider's settings, you may also be able to start a new message. If you do not see a button to start a new message, contact your provider's office.
  </Accordion>

  <Accordion title="Can I send attachments?">
    Yes. You can attach files such as photos, forms, or documents to messages you send to your care team. The maximum file size is 25 MB per file.
  </Accordion>

  <Accordion title="Can I download my records?">
    Yes. From **Patient Profile** → **Share my records** you can:

    * **Download my records** — Save your full health summary and any documents your provider has shared with you.
    * **Email my records** — Send your clinical summary directly to another provider's email address.
    * **Download or print immunization history** — Save or print just your immunization history separately, useful for school enrollment or sports physicals.
    * **Fax my clinical profile** — Send your clinical profile to a fax number.
    * **Print** — Print a copy of your clinical profile.
  </Accordion>

  <Accordion title="Can I comment on visit summaries?">
    No. You can reply to messages your provider sends, but you cannot add comments directly to visit summaries.
  </Accordion>

  <Accordion title="Can I delete messages?">
    No. Messages cannot be deleted, as this keeps a complete record for your care.
  </Accordion>

  <Accordion title="I replied to an email from Patient Passport but my doctor didn't respond. Why?">
    Emails from Patient Passport — including appointment reminders, new message alerts, and visit summary notifications — are sent from a do-not-reply address. Replies to these emails do not reach your care team and will not receive a response.

    To send a message to your provider's office, log in to Patient Passport, go to **Messages**, and send your message from there.
  </Accordion>

  <Accordion title="Where do I find my visit summary after my appointment?">
    After your provider signs your visit note, a summary is automatically added to Patient Passport. To find it:

    1. Log in to Patient Passport
    2. Select **Visit Summaries** in the navigation
    3. Summaries are listed most recent first — select any entry to read the full details

    If you received a notification but do not see the summary yet, wait a few minutes and refresh the page. If it still does not appear, contact your provider's office.
  </Accordion>

  <Accordion title="Can I print my messages?">
    Yes. Open the message thread you want to print and select the **Print** option within the thread. This opens your device's standard print dialog.
  </Accordion>
</AccordionGroup>

## Your account

<AccordionGroup>
  <Accordion title="How do I update my contact information?">
    Go to the **Patient Demographics** section in the portal. You can update the following**Patient Demographics** section in the portal. You can update the following:

    * Contact InformationContact Information
      * Email
      * Primary phone number and phone type
      * Address
      * Email
      * Primary phone number and phone type
      * Address
    * Emergency contactEmergency contact
    * Patient DetailPatient Details
      * Full Name (if different from legal) —  the chosen name for the patient, shown throughout Passport and visible to the care team
      * Pronouns
      * Gender identity
      * Sexual orientation
      * Full Name (if different from legal) —  the chosen name for the patient, shown throughout Passport and visible to the care team
      * Pronouns
      * Gender identity
      * Sexual orientation

    Any changes will be reflected in your chart right away. Note that your legal name, date of birth, and sex at birth can only be updated by the practcan only be updated by the practice.
  </Accordion>

  <Accordion title="How do I change my email address or password?">
    Log in to Patient Passport, select your name or profile icon in the top right corner, and go to **Account Settings**. From there you can update your email address, password, and phone number.

    To change your email address, select **Change Email Address**, enter the new address, and follow the verification steps sent to your new email. Once verified, use the new email to log in going forward.

    <Warning>
      If you no longer have access to the email address connected to your Passport account and cannot log in, contact your provider's office. They will need to disable your current Passport access and send you a new invitation using your updated email address.
    </Warning>
  </Accordion>

  <Accordion title="What languages are supported?">
    Patient Passport is available in English, Spanish, Chinese, Japanese, Korean, Tagalog, and Vietnamese. You can set your preferred language in **Account Settings**.

    <Note>
      Only Passport's built-in interface (menus, buttons, labels, and system messages) is translated. Content your care team sends you — including messages, visit summaries, patient letters, attached documents, and educational materials — is delivered in the language your provider wrote or uploaded it in and is not translated by Passport. If you need materials in another language, contact your provider's office.
    </Note>
  </Accordion>

  <Accordion title="How do I use Patient Passport on my phone?">
    Patient Passport works on any web browser on your computer, phone or tablet. Open your browser and go to [https://app.elationpassport.com](https://app.elationpassport.com).

    If you are an iOS or Android user, you can also download the Elation Passport app from the [**App Store**](https://apps.apple.com/us/app/elation-passport-for-patients/id1264836684) or [Google Play](https://play.google.com/store/apps/details?id=com.elation.patientpassportapp).
  </Accordion>

  <Accordion title="Why does my old name still appear on my messages?">
    The name that appears on your messages is your **Account Name** — it is separate from the patient's chosen name inpatient's chosen name in Demographics. You can update your Account Name anytime by selecting your profile icon in the top right corner and going to **Account Settings**. Changes take effect immediately in both Patient Passport and your provider's view of your messages.

    The first time you log in to Patient Passport, you'll be asked to confirm your Account Name as part of the welcome flow. If you missed that step orThe first time you log in to Patient Passport, you'll be asked to confirm your Account Name as part of the welcome flow. If you missed that step or your old name is still showing, update your Account Name in Account Settings to fix it.
  </Accordion>

  <Accordion title="What is the difference between my Account Name and the patient's chosen nthe patient's chosen name?">
    Passport keeps two kinds of names separate. The person signed in and the patient whose chart is open may not be the same person — for example, a parent managing care for their child. Neither name has to match a legal name.Passport keeps two kinds of names separate. The person signed in and the patient whose chart is open may not be the same person — for example, a parent managing care for their child. Neither name has to match a legal name.

    * **Account Name** — Your name as the person signed in to Passport. It appears on every message you send to your care team. You set it during your first login and can change itYour name as the person signed in to Passport. It appears on every message you send to your care team. You set it during your first login and can change it in **Account Settings**.
    * **Patient's chosen name** — The name shown for the patient throughout Passport. This is the **Full Name (if different from legal)** field on the patient's chart. You can update it in **Patient Profile > Patient Demographics > Patient Details**. Changes flow back to the practiceatient's chosen name — The name shown for the patient throughout Passport. This is the **Full Name (if different from legal)** field on the patient's chart. You can update it in **Patient Profile > Patient Demographics > Patient Details**. Changes flow back to the practice.

    Updating one does not change the otherUpdating one does not change the other. If you want both to match, update each one separately.
  </Accordion>

  <Accordion title="How do I delete my Patient Passport account?">
    To fully close your Patient Passport account and delete the associated account data, contact Elation Support at [https://app.elationpassport.com/support/?persona=passport\_user](https://app.elationpassport.com/support/?persona=passport_user).

    Closing your account:

    * Removes your login from Patient Passport.
    * Removes your access to all charts linked to that account.

    <Warning>
      Closing your Patient Passport account does not delete your medical records. Your medical chart is maintained by your provider's office as part of their legal medical record. To request changes to your medical record itself, contact your provider's office directly.
    </Warning>
  </Accordion>
</AccordionGroup>

## Family and caregiver access

<AccordionGroup>
  <Accordion title="Can a parent or caregiver access Patient Passport on behalf of a patient?">
    Yes. Your provider's office can give a parent, guardian, or caregiver delegate access to a patient's chart. Contact your provider's office to request this.
  </Accordion>

  <Accordion title="Can one person manage records for multiple family members?">
    Yes. A single login can have access to more than one patient chart. Use the **Switch patient view** menu in the top right corner to move between charts.
  </Accordion>

  <Accordion title="What is the 'confirm your relationship' step?">
    After logging in to Passport, you may be prompted to specify your relationship with the patient. Choose from one of the following options and then click **Continue**:

    * **This is me** — You are the patient.
    * **I manage their care** — You are the parent, guardian, or caregiver.
    * **Remove this chart** — You do not recognize it or do not want access.
  </Accordion>
</AccordionGroup>

## Records from multiple providers

<AccordionGroup>
  <Accordion title="I see records from an old doctor. How do I switch to my new doctor?">
    Select your profile icon in the top right corner and look for the **Switch patient view** menu. Select the correct practice from the list. If you do not see your new provider listed, contact their office to confirm your account is set up correctly.

    If you want a specific chart to load first every time you log in, go to **Account Settings** and update your default chart preference.
  </Accordion>

  <Accordion title="How do I share my health information with another doctor?">
    From the **Share my records** section of the **Patient Profile**, you can download your clinical profile  and bring it to another provider or fax it to them directly. You can also download or email a full copy of your health record in standard format.
  </Accordion>
</AccordionGroup>

## Privacy and security

<AccordionGroup>
  <Accordion title="Is Patient Passport secure?">
    Yes. Patient Passport is HIPAA-compliant and uses encryption to protect your health information. All messages are secure and intended for non-urgent communication. Only authorized people in your provider's office can access your information.
  </Accordion>

  <Accordion title="How do I stop receiving messages from a provider?">
    Contact your provider's office and ask them to disable your portal account.
  </Accordion>
</AccordionGroup>

## Still need help?

Visit the [Patient Passport Guide](/articles/what-patient-passport-messaging-looks-like-to-a-patient) for a full walkthrough, or see the [Troubleshooting guide](/articles/troubleshooting-passport-with-patients) if something is not working. You can also call your provider's office directly.