Patient Portal Guide: Troubleshooting Passport Issues

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Registration Issues

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The patient does not have an email address

A patient cannot currently sign up for Passport if they do not have an email address. Please advise them on how to set one up; many email providers are free and easy.

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The patient never received the invitation email

Check two things first:

1. Confirm the email address recorded in the patient’s chart is correct.
2. Ask the patient to check their spam or junk folders.
3. Ask the patient to look for an email from support@elationemr.com.

If the email was sent to the correct address and is not in spam, resend the invitation from the globe icon in the Clinical Profile.

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The patient has multiple active invitations and registration isn’t working

Sending several invitations to the same patient without revoking the earlier ones can leave multiple active invitations on the account, which can interfere with registration. Revoke all but the most recent invitation from the Passport Access dialog, then have the patient try the remaining (most recent) invitation link again.

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The patient wants the invitation sent to a different email

If the patient has not yet registered for a Passport account, update the email address in the patient’s chart and resend the invitation. This updated email will now be the email address associated with their Passport account. If the patient is already registered, direct them to log in to their Passport account and go to their Settings to update the email address for their account. If the patient is registered but cannot log in to update it themselves, see The globe icon stays green after I update the email in demographics below.

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The globe icon stays green after I update the email in demographics

The globe icon reflects the patient’s Passport account status — it does not change automatically when you update or remove their email in demographics. A green globe means the patient has an active Passport account linked to this chart. Updating demographics alone will not grey out the globe or allow a fresh invitation to be sent. To re-invite a patient with an active Passport account (green globe) to a new email address:

1. In the patient’s chart, click the green globe icon to open the Passport Access dialog.
2. Click Disable access and confirm to deactivate their current Passport access.
3. Click Delete to remove the Passport account’s link to this chart.
4. Click Save to close the dialog. The globe will now appear gray.
5. Update the email address in the patient’s demographics to the new email address if you have not already done so.
6. Click the gray globe icon and send a new Passport invitation.

The patient will register for a new Passport account using the new email address. Their chart data remains unchanged.

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The patient wants to use the same email for another Passport account

Patients do not need to have multiple Passport accounts. Patients can use a single email address and password to access charts in your practice or charts at different practices and switch between linked charts without logging out. Click here for more information.

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The patient gets an “email already in use” error when registering

This means the email address is already linked to an active Passport account. In most cases, this is expected and does not require Support:

• The patient already has a Passport account — with your practice or another Elation practice — and should log in with that email instead of registering a new account.
• The email is linked to a family member’s Passport account. Invite the patient using a different email address, or have the patient log in to the existing account and link the new chart from there. Click here for more information.

If neither scenario applies — the patient doesn’t recognize any existing account tied to that email — contact Elation Support at https://app.elationpassport.com/support/?persona=passport_user and provide the patient’s Patient ID so Support can investigate.

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The patient gets a “phone number already in use” error

Passport requires each phone number to be unique across the platform, so a patient can see this error when registering or when adding a phone number from Account Settings. It usually means the number is already linked to another active Passport account — often a family member’s, since households commonly share one phone number. A phone number isn’t required to use Passport. To resolve this:

• Ask the patient whether a family member already registered using that number. If so, the patient can register or update Account Settings with a different phone number, or leave the phone number field blank.
• If the patient doesn’t recognize any account associated with that number, contact Elation Support at https://app.elationpassport.com/support/?persona=passport_user and provide the patient’s Patient ID so Support can investigate.

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A parent or caregiver wants to manage multiple family members

A parent or caregiver can manage multiple charts under a single Passport login and switch between them in one session. Each charcharts under a single Passport login and switch between them in one session. Each chart is clearly labeled so it’s obvious whose information is displayed.

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Account Access Issues

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The patient doesn’t know where to login

Patients can go to https://app.elationpassport.com using any browser on their computer or mobile device and enter their email address and password. If the patient is using the Elation Passport app, they can use Face ID or Touch ID on iPhone, or fingerprint authentication on Android.

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The patient forgot their username (login email)

In the Passport details box in the patient’s chart, you will see the following information:

1. The email address the patient used to receive their Passport account invitation & register for their Passport account.
2. The username (email address) the patient uses to login to their Passport account (if different from their registration email).

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The patient forgot their password

On the Patient Passport login screen, have the patient select Forgot Password and enter their Passport email. A reset link will be sent to their registered email address. The reset link expires quickly, so they should use it right away.

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The patient is locked out of their account

Check the globe icon in the patient’s chart to confirm their email address is correct and the account is active. You can resend the invitation or reset access from there. If the account was disabled, re-enable it from the same window.

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The patient is not receiving invitation or password reset emails, and the Passport dialog in their chart is empty

1. Try sending a fresh invitation using the patient’s email address. This may be enough to restore access.
2. If the problem persists, direct the patient to contact Elation Support at https://app.elationpassport.com/support/?persona=passport_user. Support can re-enable the account on their end.

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The patient wants to change the email associated with their Passport account

Patients can update their email address directly within their Passport account by following these steps:

1. Click on their name in the upper right corner of the page
2. Select Settings.
3. Click Change Email Address in the Login and Security section.
4. Enter their new email address and click Send Verification Email.
5. Look for a verification email in the inbox of the new email address.
6. Verify the new email address by clicking the link in the email.
7. Login to Passport with their new email address.

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The patient no longer has access to the email connected to their Passport account

If a patient can no longer access the email address they used to register for Passport and cannot log in:

1. In the patient’s chart, click the green globe icon to open the Passport Access dialog.
2. Click Disable access and confirm to deactivate their current Passport access.
3. Click Delete to remove the Passport account’s link to this chart.
4. Click Save to close the dialog. The globe will now appear gray.
5. Update the email address in the patient’s demographics to their new email address.
6. Click the gray globe icon and send a new Passport invitation.

The patient will register for a new Passport account using the new email address. Their chart data remains unchanged.

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The patient wants to change the password associated with their Passport account

If the patient still remembers their existing password, they can update their password directly within their Passport account by following these steps. If the patient forgot their password, have them click the Forgot Password? button on the Patient Passport login screen, and enter their Passport email to reset their password.

1. Within Passport, click on their name in the upper right corner of the page
2. Select Settings.
3. Click Change Password in the Login and Security section.
4. Enter their old password and then their new password twice.
5. Click Update Password.
6. Login to Passport with their new password.

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The patient has multiple Passport accounts linked together but is unable to switch between accounts

Patients typically only have one Passport account. Perhaps they’re referring to accessing multiple linked charts. Patients can use a single email address and password to access charts at different practices and switch between them without logging out. Each chart is clearly labeled so it’s obvious whose information is displayed. To switch between linked charts:

1. Click on the current profile name at the top right of the account.
2. Click on the name of the profile they want to switch to.

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The patient’s Passport account appears to route to the wrong practice

Patients who previously had Passport access with another practice may still see that practice’s records when they log in, even if they now see you as their current provider. Patients can switch between linked charts without logging out by clicking on their profile name and selecting the correct practice.

1. Have the patient click on their profile name to check for different practice views.
2. Confirm the email address they are using to log in (in case they have multiple accounts).

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Account Usage Issues

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The patient is unable to message you

There are a couple of reasons why this may be happening:

• You disabled patient-initiated messaging for all patients.
• You ended the conversation the patient is trying to reply from.

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The patient isn’t receiving message or notification alerts (email or text)

If a patient has an active Passport account but says they aren’t seeing new message, visit summary, or appointment notifications, work through the following:

1. Confirm the message or visit summary was actually sent and appears in the patient’s Passport account. If it isn’t there yet, a notification would not have gone out either.
2. Confirm the email address and phone number in the patient’s chart are correct and their Passport account is active.
3. If the patient expects an email notification, ask them to check their spam or junk folder for a message from a do-not-reply address.
4. If the patient expects a text notification, confirm they have opted in to SMS — having a phone number on file is not the same as opting in. See the SMS (Text message) Opt-In Guide for how to check a patient’s opt-in status and how patients can subscribe or resubscribe.
5. If the patient has more than one chart linked to their Passport account, they may be viewing a different chart than the one the notification relates to. Have them switch to the correct chart from their profile menu — see switching between linked charts.
6. If the issue persists, resend the invitation or confirm the patient’s contact demographics are up to date, then have the patient try again.

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The patient’s old name or legal name still appears on their messages

The name shown on a patient’s Passport messages is their Account Name — their Passport user account name — not the Full name (chosen name) or Legal nFull name (chosen name) or Legal name from their chart demographics. These are separate fields. If the patient wants to change the name that is displayed on messages, dIf the patient wants to change the name that is displayed on messages, direct the patient to log in to Patient Passport, select their name in the top right corner, go to Account Settings, and update their Account Name. The change takes effect immediately in both Passport and your view of their messages.

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The patient is unable to attach documents to a message

Patients can attach documents, files, and images to both new messages and existing message threads. If the patient is having trouble attaching a file, have them try a different browser or device.

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The patient is unable to print from their Passport account

Patients can only print records, messages, visit summaries and Clinical Profile information from their Passport account while logged in via a web browser. Advise the patient to login to their Passport account via a web browser.

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The patient wants to use Passport in another language

Patients can select their preferred language in Account Settings. Patient Passport is currently available in English, Spanish, Chinese, Japanese, Korean, Tagalog, and Vietnamese. When a non-English language is selected, the Patient Passport interface is translated — for example, menu options will display in the selected language. Patient health data, including appointment types, will not be translated.

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Other Issues

If your patient is still having trouble, use the following as a guide for where to direct them:

• Passport account issues (login, registration, not receiving emails, notifications) → direct the patient to Elation Support at https://app.elationpassport.com/support/?persona=passport_user.
• Passport content issues (records, messages, visit summaries) → the patient should contact your practice directly.

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Related Articles

• Elation Patient Passport Introduction
• Elation Patient Passport Guide - Setting up Patient Passport
• Elation Patient Passport Guide - Managing Passport invitations
• Elation Patient Passport Guide - Communicating with patients & sharing records
• Elation Patient Passport Guide - Patient’s Point of View
• SMS (Text message) Opt-In Guide