Helping Participants

Help study participants use MyVeeva for Patients

Recovering a User Account

Overview

A user may need to recover their account in the following scenarios:

  • They forgot their login information.
  • Their phone number or email changed.
  • Their phone number or email was entered incorrectly during onboarding.
  • They can’t access their phone or email (for example, they lost their device or forgot their email password).
  • They do not have a phone number or email on file.

If they forgot their login information and have a phone number or email on file to complete verification, they can reset their login on their own using their email and phone.

Otherwise, they must request an activation code from their study team to reset their information.

See the workflows below for more information.

Resetting Login Information with an Activation Code

The user completes the steps below.

Step Task Example Image (Select an Image to Enlarge)
1 Contact your study team for an activation code, and then select Need Help Logging In?
Note for Site Staff: See Generate an Activation Code for information on how to generate the code.
{Username and Password Log In Page}
2 Select Reset with Activation Code.
{Overlay on the Login Page with the Reset with Activation Code button outlined}
3 Enter the code your study team gave you.

If you are completing a study in a country that cannot collect personally identifiable information (PII), skip to Step 14.
{Reset with Activation Code Page}
4 Enter your date of birth, and select Next.
{Enter Date of Birth Page}
5 Update your username if you want to, and select Next.
{Set Username Page}
6 Enter a password, and then reenter it to verify that it’s correct. Select Next.
{Set Password Page}
7 Select the verification method you want to use.
If you don’t have a phone number or email, select Set Up PIN Login, and skip to Step 13.
If you selected Phone Number, continue to Step 8.
If you selected Email, skip to Step 11.
{Add Verification Method Page}
8 Enter your phone number and select Get a Text or Receive a Call.
If you selected Get a Text, continue to Step 11.
If you selected Receive a Call, skip to Step 12.
{Add Phone Page}
9 View the texts on your device and find the verification code. Enter it on the Confirm Identity - Text page.
Registration is complete, and you are logged in to MyVeeva for Patients.
{Confirm Phone Page}
10 Answer the phone call, and enter the number it provides on the Confirm Identity - Voice Call page.
Registration is complete, and you are logged in to MyVeeva for Patients.
{Confirm Identity - Voice Call Page}
11 Enter your email address and select Send Email.
{Add Email Page}
12 Check your email for the link, and select it. An Identity Confirmed message is displayed in the MyVeeva for Patients app if the verification is successful.
Registration is complete, and you are logged in to MyVeeva for Patients.
{Confirm Identity - Email Page}
13 Review the limitations of PIN log ins, and select Next if you want to continue, or the back arrow to return to the Add Verification Method page.
{Create PIN Page that explains you can’t log in on another device until you also add a phone number or email to your account.}
14 Enter the 4-digit PIN you want to use to log in.
{Create PIN Entry Page}
15 Reenter your PIN.
Registration is complete, and you are logged in to MyVeeva for Patients.
{Reenter PIN Page}

Resetting Login Information With Email and Phone Code

Note This reset login method is unavailable for participants at sites that cannot collect personally identifiable information (PII).

The user completes the steps below.

Step Task Example Image (Select an Image to Enlarge)
1 If you’re using the web app, select Forgot Password? If you’re in the iOS or Android app, select Need Help Logging In? and then select Forgot Password.
{Web version of the Log In Page with the Forgot Password link outlined}
{Username and Password Log In Page}
{Overlay on the Login Page with the Forgot Password button outlined}
2 Enter your username and select Next. An email is sent to you.
{Web Version of the Forgot Password Page}
{Confirm Identity - Email Page}
3 Select the reset link in the email. The Confirm Identity page opens. Not available
4 Select whether you want to confirm your identity with a text or a call.
If you selected Text, continue to Step 5.
If you selected Call, skip to Step 6.
{Confirm Identity Page}
5 View the texts on your device and find the verification code. Enter it on the Confirm Identity - Text page.
Skip to Step 7.
{Confirm Identity - Text Page}
6 Answer the phone call, and enter the number it provides on the Confirm Identity - Voice Call page.
{Confirm Identity - Voice Call Page}
7 Enter a password, and then reenter it to verify that it’s correct. Select Set Password.
Your password is reset.
{Set New Password Page}

Troubleshooting Logging In

Use the information below to help your user determine the cause of issues they may have while logging in.

Issue Possible Causes Possible Solutions
User Isn’t Getting Password Reset Emails The user updated their email address recently. They have to confirm the new email address before MyVeeva for Patients will send emails to their new email address.
User Can’t Verify With a Text Message
  • The phone number they provided is incorrect.
  • The phone number they provided cannot receive text messages.
  • Review the phone number they provided and verify that it is correct.
  • If the number cannot receive text messages, choose to receive a phone call instead.
  • If unable to complete verification, provide the user with an activation code so they can reset their login information.
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