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.
Registration Issues
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.The patient never received the invitation email
Check two things first:- Confirm the email address recorded in the patient’s chart is correct.
- Ask the patient to check their spam or junk folders.
- Ask the patient to look for an email from support@elationemr.com.
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.The patient wants to use the same email for another Passport account
Patients can use a single email address and password to access Passport accounts at different practices and switch between them without logging out. Click here for more information.A parent or caregiver wants to manage multiple family members
A parent or caregiver can manage multiple Passport accounts under a single login and switch between them in one session. Each account is clearly labeled so it’s obvious whose information is displayed.Account Access Issues
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 iOS phone app, they can use Face ID or Touch ID if their device supports it.The patient forgot their username (login email)
In the Passport details box in the patient’s chart, you will see the following information:- The email address the patient used to receive their Passport account invitation & register for their Passport account.
- The username (email address) the patient uses to login to their Passport account (if different from their registration email).
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.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.The patient is not receiving invitation or password reset emails, and the Passport dialog in their chart is empty
- Try sending a fresh invitation using the patient’s email address. This may be enough to restore access.
- 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.
The patient wants to change the email associated with their Passport account
We recommend that patients update their email addresses themselves by logging into their passport account, as described above. Only if the patient is unable to log in to their Passport account would we recommend that you update the patient’s email address in their Patient Demographics and then contact Elation Support to match the passport login with the email listed in the chart.
- Click on their name in the upper right corner of the page
- Select Settings.
- Click Change Email Address in the Login and Security section.
- Enter their new email address and click Send Verification Email.
- Look for a verification email in the inbox of the new email address.
- Verify the new email address by clicking the link in the email.
- Login to Passport with their new email address.
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.- Within Passport, click on their name in the upper right corner of the page
- Select Settings.
- Click Change Password in the Login and Security section.
- Enter their old password and then their new password twice.
- Click Update Password.
- Login to Passport with their new password.
The patient has multiple Passport accounts linked together but is unable to switch between accounts
Patients can use a single email address and password to access accounts at different practices and switch between them without logging out. Each account is clearly labeled so it’s obvious whose information is displayed. To switch accounts:- Click on the current profile name at the top right of the account.
- Click on the name of the profile they want to switch to.
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 accounts without logging out by clicking on their profile name and selecting the correct practice.- Have the patient click on their profile name to check for different practice views.
- Confirm the email address they are using to log in (in case they have multiple accounts).
If the patient is unable to view or switch to your practice, ask them to contact Elation Passport Support and provide:
- Their Passport email address
- The name of your practice
- The name of any other practice shown in Passport
Account Usage Issues
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.
The patient is unable to attach documents to a message
Patients can attach documents when sending a new secure message. If the patient is having trouble attaching a document, have them try initiating a new message rather than replying to an existing thread.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.The patient wants to use Passport in another language
Patients can select either English or Spanish as their preferred language. Additional languages will be added in the near future. When another language such as Spanish is selected, the Patient Passport user experience is translated. For example, menu options will display in the selected language. Patient health data, which includes appointment types, will not be translated.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.