> ## 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.

# Elation Patient Passport Guide - Helping patients troubleshoot Passport issues

> This article outlines the common questions Patients ask you about Patient Passport.

<Info>
  **Recommended reading**

  * [Elation Patient Passport Introduction](/articles/elation-patient-passport-an-introduction)
  * [Elation Patient Passport Guide - Patient's Point of View](/articles/what-patient-passport-messaging-looks-like-to-a-patient)
</Info>

## 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:

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](mailto: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.

### 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 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](/articles/Managing-Passport-invitations#inviting-patients-to-link-their-passport-accounts).

### 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.

## Account Access Issues

### The patient doesn't know where to login

Patients can go to [**https://app.elationpassport.com**](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.

### 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).

### The patient forgot their password

On the [Patient Passport login screen](https://app.elationpassport.com/passport/login/), 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

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](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

<Note>
  We recommend that patients update their email addresses themselves by logging into their Passport account, as described below.
</Note>

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.

### 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. Disable the patient's current Passport access from the globe icon in their chart (click **Disable access** next to the patient's name, then click **Save**).
2. Update the email address in the patient's demographics to their new email.
3. Send a new Passport invitation to the patient's new email address.

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

### 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](https://app.elationpassport.com/passport/login/), 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.

### 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.

### The patient's Passport account appears to route to the wrong practice

<Tip>
  Consider mentioning this behavior during onboarding for patients who previously used Passport with another practice. This helps set expectations and reduces confusion when they first log in.
</Tip>

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).

<Note>
  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

  Patients can reach Elation Passport Support at: [https://app.elationpassport.com/support/?persona=passport\_user](https://app.elationpassport.com/support/?persona=passport_user)
</Note>

## 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'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.

<Note>
  Some patients may not have updated their **Account Name** when they first signed in to Patient Passport. Their **Account Name** may not match the **Full name** (chosen name)**Full name** (chosen name) in their chart demographics, because these are two separate fields that do not sync automatically. If a patient's old name is still appearing on their messages, ask them to update their Account Name in **Account Settings**.
</Note>

### 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 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.

<Warning>
  **Translation only applies to Passport's built-in interface (UI) — labels, menus, buttons, and system messages.** Anything the practice sends to the patient through Passport is delivered **as-is** in the original language it was written or uploaded in. This includes:

  * Secure messages from the care team
  * Visit summaries, patient letters, and clinical notes
  * Attached documents (PDFs, images, forms)
  * Educational materials or handouts, including content sourced from outside Elation
  * Appointment types, medication names, allergy entries, and other chart data

  Elation does not translate practice-generated content or third-party documents. If a patient needs materials in another language, the practice is responsible for providing them in that language before sending.
</Warning>

## 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](https://app.elationpassport.com/support/?persona=passport_user).
* **Passport content issues** (records, messages, visit summaries) → the patient should contact your practice directly.

## Related Articles

* [Elation Patient Passport Introduction](/articles/elation-patient-passport-an-introduction)
* [Elation Patient Passport Guide - Setting up Patient Passport](/articles/Setting-up-Patient-Passport)
* [Elation Patient Passport Guide - Managing Passport invitations](/articles/Managing-Passport-invitations)
* [Elation Patient Passport Guide - Communicating with patients & sharing records](/articles/Passport--Communicating-with-patients)
* [Elation Patient Passport Guide - Patient's Point of View](/articles/what-patient-passport-messaging-looks-like-to-a-patient)