*Required fields are marked with an asterisk.
Below is a list of Frequesntly Asked Questions. If you need additional assistance please complete the 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.
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.
If you continue to have trouble or cannot remember the answers to your
security questions please complete the help form and a member of our team
will provide you with a new password.
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 the
help formbelow 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. How
to clear browser cookies will depend on which browser you are using, but
is typically under settings and then browser history.
I have a new email address and need to update my account.
To change your email address select the
Edit My AccountLink 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.
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 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
To change the name that displays on your MyFenway account select the
Edit My Accountlink 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 Recordpiece of MyFenway will continue to display your name
as it appears on your insurance card.
I moved. How do I update my address?
At this time we are not able to accept changes to your demographics through
MyFenway. If you have moved or would like to update any other personal
information on your account please call Patient Services at 617.927.6000
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 doctor isn’t listed in the drop down list, why can’t I send him/her
Some providers are only at Fenway part time so they are unable to monitor
secure messages regularly. So that no issue goes too long without
a response we ask that if your provider is not listed that you please message
your team nurse or case manager instead.
How soon can I expect a response to my message?
We make every effort to respond to all messages within 1-2 business days.
Please do not expect prompt replies to your messages over weekends or holidays.
If you have a time sensitive question or wish to speak with a provider
sooner, please call the office directly. Urgent matters should not be sent
through MyFenway. If you are having an emergency always call 911.
You can also help expedite your response time be ensuring that your use
the correct form so that information does not need to forwarded once it
enters our system.
My provider sent me a message, but I never received a notification in
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?
Select the ‘
Edit My Account’ link 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?
Due to privacy regulations we must use a secure, encrypted program to
communicate your protected health information. MyFenway.org and our
secure messaging system ensure that your information and your private communications
with your provider are full protected.
Please do NOT reply directly to notification email you receive in your
regular email account. This is a general email account that is not
checked regularly. Your message will not go directly to your provider and
is not secured when sent to this email address.
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?
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 access the verification
hereor you can fill out the secure
help formand a memeber of our team will assist you in verifying your
When I try to verify it tells me I do match any patient records.
What can I do?
Sometimes the automated system is unable to match your account with your
record. If this happens please call 617-927-6194 or complete the
help formand a member of our team will be able to assist you in verifying.
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
MyMedical Recordsection 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
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.
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.