Troubleshooting Veeva eConsent and MyVeeva for Patients

Get help with issues that participants and signatories may have in Veeva eConsent and MyVeeva for Patients.

Note Veeva eConsent may be provided by your sponsor for use on a Connected Study or enabled for your SiteVault account as a paid add-on to use across all studies. Contact the Site Success Team to learn more.

This page provides information to help you support participants and signatories who are using MyVeeva for Patients and Veeva eConsent. If you’re having an issue editing an eConsent form in the Veeva eConsent editor, see Troubleshooting the Veeva eConsent Editor in the Veeva eConsent editor help. If you’re having an issue and can’t resolve it with the information below, see SiteVault Support Information.

Registering and Logging In

MyVeeva users may experience the following issues while registering their account and logging in to MyVeeva for Patients:

User Issue Resolution
I didn’t receive the eConsent email that my site told me to expect.

If the participant or signatory doesn’t receive the email, the email may be incorrect in SiteVault or an error might have occurred. To resolve this issue, complete one of the steps below, depending on the status of the eConsent form. You can determine the status by checking the Veeva eConsent Status field on the signed ICF documents that were created for the participant.

  • Delivered: If the status is Delivered, verify that the email address on the participant’s patient record or signatories signatory record is correct. Complete one of the following actions depending on whether the email is correct:
    • Incorrect: If the email address is incorrect, correct the email address, cancel the eConsent forms you sent, and resend the eConsent forms. See the following help topics for more information:
    • Correct: If the email is correct, have the user check their spam folder and trash. If the user has an alternate email address, you can also complete the steps in the Incorrect item above to resend the ICFs to a different email address.
  • Not Delivered: If the status is something other than Delivered, wait one hour and check again. If the status is still not Delivered after an hour, contact Veeva and we’ll check the logs for errors. We recommend waiting an hour because the SiteVault system adds the document to a queue to retry at the beginning of the next hour if the operation fails in SiteVault.

See the Tracking eConsent Forms section above for more information about the statuses.
I lost or deleted my eConsent email before completing my eConsent form.

Ask the user to check their spam folder and trash. If they didn’t set their password and log in before they deleted the email, you can cancel and resend the eConsent form and they’ll receive a new email.

If they registered their account but didn’t sign or decline the forms, you can also ask them to log in directly at https://patients.myveeva.com/ or in the MyVeeva for Patients iOS application. Their uncompleted forms will be displayed on the Tasks page when they log in.
I’m having trouble creating a password.

Ensure that the user is meeting the password requirements displayed on the registration page and explain what special characters are if they aren’t sure. You can also ask them to check that their caps lock isn’t on.

See the Account page on the MyVeeva for Patients Help website for more information about how users set passwords.
I tried to reset my password but didn’t receive an email.

Complete the following steps to resolve this issue:

  1. Ask the user to check their spam folder and trash.
  2. If they can’t find the email, ensure that you have the correct email address on the patient or signatory record. If not, update the record and resend the eConsent form.
  3. If they still doesn’t receive the email, contact Veeva and we’ll check the logs for errors.
I received a password reset email, but I didn’t request it.

Although it's most likely that someone else accidentally entered the incorrect email address when attempting to reset their own password, ask the user to reset their password to err on the side of caution and prevent losing access to their account.

See the Account page on the MyVeeva for Patients Help website for more information about how users reset passwords.
I can’t log in. The application says the credentials don’t match any in MyVeeva for Patients.

Complete the following steps to resolve this issue:

  • Email Correct: Verify that the user is using the same email address that the site staff entered on the patient or signatory record in SiteVault and for which they registered their account.
  • Password Correct: Verify that the user doesn’t have their caps lock on, and help them reset their password if needed.
  • Web Address Correct: Verify that the user is trying to log in at the correct regional address of MyVeeva for Patients. If they try to log into the EU region with an email address that is registered for only the US region, for example, they’ll see an error message. They can enter their email address at https://patients.myveeva.com/ and be redirected to the correct regional address for their account, or they can go to the regional address directly. Currently, the following regions are supported:
    • APAC: patients-ap.myveeva.com
    • EU: patients-eu.myveeva.com
    • US: patients-us.myveeva.com

See the Account page on the MyVeeva for Patients Help website for more information about how users log in and reset passwords.
I requested a verification code, but I didn’t receive a text message or voice call.

Complete the following steps to resolve this issue:

  1. Verify that the user has a cellular signal, has SMS enabled, and doesn’t have their phone in airplane mode.
  2. If the user hasn’t registered an account, verify that the correct mobile phone number is entered on the patient or signatory record in SiteVault.
  3. If the phone number is not correct on the record in SiteVault, update the user record, cancel the eConsent forms, and resend the forms. See the following help topics for more information:
  4. If the user has registered an account, verify that the phone number in their account settings is correct and current. See the Account page in the MyVeeva for Patients Help for more information.
  5. Ensure that the user tried to receive the code in a phone call as well as a text message. The user can also request one more text message and voice call.
  6. Contact Veeva and we’ll check the logs for errors.

Reviewing and Signing eConsent Forms

The user may experience the following issues while reviewing and signing eConsent forms in MyVeeva for Patients:

User Issue Resolution
I have questions about the informed consent content.

Ask the user to speak with a member of the site staff who can explain the ICF’s content.
The text is too small to read.

Instruct the user on how to zoom in using their browser. The MyVeeva for Patients web and iOS applications also support screen readers. Additionally, the MyVeeva for Patients web application supports keyboard navigation.
I can’t sign the form. It says I haven’t read or completed all the sections.

Complete the following steps to resolve this issue:

  • Explain to the user how to determine which sections are incomplete using the table of contents. If the user is on a mobile device or smaller screen, they need to select the Table of Contents button to view it.
  • Ask the user to make sure they’ve viewed each section and answered any required questions. Completed sections have a green checkmark next to them on the table of contents. Additionally, when the user attempts to click the signature field before completing all the sections, we flash the incomplete sections with an orange border on the table of contents.

See the Consent page on the MyVeeva for Patients Help website for more information.
When I submit the document, the progress indicator spins and the message doesn’t close. Was my document submitted?

Complete the following steps to resolve this issue:

  • Explain to the user that it may take a few moments to send the form from MyVeeva for Patients to the site’s system.
  • Ask the user to refresh their browser, log out, and log back in. If the document was successfully submitted, they should be able to view the signed document.
  • Check whether the signed ICF was received in SiteVault.

See the Consent and Documents pages on the MyVeeva for Patients Help website for more information.
I closed my browser before I signed and submitted the document. How do I continue?

Ask the user to log back in at https://patients.myveeva.com/. MyVeeva for Patients tracks the user’s progress through their uncompleted documents, so they can resume reviewing and signing documents easily.

See the Consent page on the MyVeeva for Patients Help website for more information.
How do I download or print a consent form?

The user can select the Download PDF button in the upper right corner on completed or uncompleted documents to download a form and can use their browser’s or device’s functionality to print it.

See the Documents page on the MyVeeva for Patients Help website for more information.
I received a new version of a consent form I already signed. What changed?

Compare the current steady state version of the blank ICF in SiteVault to the blank ICF version that the user previously signed using Vault’s compare version functionality. You can determine the blank ICF version that the user previously signed by viewing the Approved ICF Version section of the previously signed ICF's document information.

See the Comparing Documents section of the Managing Documents page for more information.

Other MyVeeva User Issues

The user may also experience the following issues in MyVeeva for Patients or during the consent process:

User Issue Resolution
I declined an eConsent form accidentally or I changed my mind. How do I sign?

Users should contact the study site to inform them.

Site staff can resend the same version or send a new version of the blank ICF to the participant and their signatories. See the Processing Declined eConsent Forms section for more information.
I want to withdraw from the study. How do I do that?

Participants should contact the study site to request to withdraw.

The site should follow their existing standard operating procedure (SOP) for withdrawing a participant from a study in SiteVault. If a participant or their signatories have outstanding uncompleted eConsent forms, the site should cancel those eConsent forms. You can’t cancel an eConsent form that has been completed in MyVeeva for Patients.

If a user wants to delete their MyVeeva for Patients account, the site should contact Veeva. Otherwise, the user can keep their account active to be able to view their existing documents and possibly use the account for other studies in the future. MyVeeva for Patients accounts can be used for multiple sites and studies.
I think someone has hacked my account. What do I do?

Ask the user to contact Veeva’s security team at security@veeva.com.
Veeva eConsent Glossary
MyVeeva for Patients Resources
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