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Help Requests and FAQs

I'm having trouble with my password I’m unable to access parts of the site
I have information that needs to be updated I have questions about my lab results
I want to message my care team

I’m having trouble with my password

I forgot my password how do I reset it? 

Simply click on the I Forgot My Password  link from the login  page. You will be required to answer your security questions and a new password will be emailed to you.


I received a temporary password by email but when I try to log in with the temporary password I still receive an error message (The User ID or password is invalid.) Why is this happening? 

Often times if you are copying and pasting the temporary password the “space” before or after the temporary password is also copied. When you paste the temporary password into the password box of the MyFenway site, the website recognizes those spaces and considers your password to be invalid. Be sure to copy only the temporary password or simply retype it into the password box of the MyFenway site.

 If this does not resolve the issue, please fill out this help form and a member of our team would be happy to assist you.


When I enter my username and password then click login nothing happens and I get no error message. 

This is typically caused by browser cookies. You can resolve the issue by clearing your browser cookies and logging in again. 


I have information that needs to be updated

Please do not create a new account with your new email address.  Having multiple accounts linked to your record can cause messages and important information to be delivered incorrectly.

I have a new email address and need to update my account. 

To change your email address select your name from the top left of your screen.  There you can enter your new email address.  You will be sent an email with instructions on how to confirm the change.


I verified my Identity and now my name displays what is on my insurance card, I would like my account to display my preferred name can I change this?


To change the name that displays on your MyFenway account select your name at the top left of your screen.  Change your name to what you would like to display and save.

***Please note that this changes your name on your MyFenway account only.  For legal and billing reasons your medical record and the  MyMedical Record site of MyFenway will continue to display your name as it appears on your insurance card.


I want to message my care team

I sent a message to my doctor. Why do I not see it in my sent box?

Your message was sent and received by your provider. If a message is initiated from the "Send a Message to your Doctor " tab, no sent item is generated in your secure messaging inbox. If you go into your secure messaging box and reply to one of your provider's messages, your message will show up in your sent box.    


My provider sent me a message, but I never received a notification in my email.

You should receive a notification email letting you know to log into your MyFenway account to view the secure message.  If you did not receive a notification email there a few things you can check.

- check the spam folder in your email.  Sometimes these automatically generated messages are marked as spam. 

- If you set an ‘Alternate Email Address’ on your account this is where your notification emails will be sent.  Not sure if you set this?  Click on your name at the top left of your page and check if you have something in the Alternate Email Address field.

If you still believe your notification was not sent please complete the secure help form and a member of our team will investigate further.


Why can’t I just reply to my provider from my regular email?

Fenway Health follows privacy and security standards outlined by HIPAA.  Secure email through the MyFenway portal is the only way to ensure written communication about your healthcare is encrypted and secure. We want to protect your health information to the fullest extent, so please do NOT reply directly to the MyFenway portal notification email you receive by replying from your regular email account. Instead, please log in to and reply through the portal.


I’m unable to access parts of the site 

When I try to access certain parts of the site I am told I do not have access.  Why is this and how do I get access?

To access certain parts of the site you must first verify your identity.  This confirms that your account gets linked to the correct record in our system and protects your private information. You can fill out the secure help desk ticket  and a member of our team will assist you in verifying your account.

I am no longer a Fenway patient, can I still use the website?

Once you have informed us that you will no longer receive care at Fenway we will disable your MyFenway account. You can still contact your care team by calling 617-927-0900.


I have questions about my lab results 

I had lab work done, but I don’t see the results online.  When will they be posted?

Depending on the type of lab work you had done it may take several days to get the results back.  As soon as your provider has received the results and reviewed them for accuracy they will automatically be uploaded to the  MyMedical Record section of MyFenway.


When I view my Vital Signs/Lab Results they don’t appear to be up to date.  How can I see my most recent results?

First, be sure that you have sorted your information by date.  Click on the Date column header until the arrow next to the word date is pointing down to see the most recent results on top.

Also keep in mind that lab work will need to be returned from the lab and reviewed by your provider before it is posted to MyFenway.


When viewing my Lab Results some fields say ‘See Text’.  What does this mean?

Not all lab values can be displayed online.  This does NOT necessarily mean you had an abnormal lab value or that there was a problem with the test.  Your provider will either call or send you a secure message you with the results.


If you need additional assistance please complete a secure help form  or call 617-927-6194 and a member of our team will assist you.

Click here for detailed Instructions  on how to register and use the MyFenway website.