Reset a Participant's MyVeeva for Patients Password

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.

Resetting a Study Participant’s MyVeeva for Patients Password (SiteVault Enterprise only)

You can reset a participant’s MyVeeva for Patients password if they forget their password and no longer have access to the phone number we have on file.

On the study record page, select the Participants tab and select the participant.
Select the Patient link.
Select the All Actions menu (…) and select Reset MyVeeva Password. The MyVeeva for Patients Email Sent confirmation opens in a new window.
Have the participant check their email inbox for a password reset email. Ask them to follow the instructions in the email to reset their account password.

Common Issues While Resetting a Study Participant’s MyVeeva for Patients Password

You or the participant may experience the following issues while resetting their password:

User Issue	Solution
The participant doesn’t receive a password reset email.	Have the participant check their spam folder. If they still don’t receive an email from us, select Reset MyVeeva Password on the patient profile again.
I receive an error saying that the participant is unregistered.	Have the participant check their email inbox and spam folder for an invitation email from MyVeeva. If they receive the email, have them follow the instructions in the email to register their account. They can choose a password when they register. If they don’t receive the email, confirm their email address in their patient record. If their email address is correct, cancel the eConsent form or disable their ePRO and then resend the eConsent form or reenable them with ePRO. We send the participant another email.
I receive an error saying that the participant hasn’t been invited to register a MyVeeva for Patients account.	The participant was never sent an eConsent form or enabled with ePRO, so they never received a MyVeeva for Patients invitation email. You can’t reset their password in this scenario.
I receive an error saying that MyVeeva for Patients is having an issue with its website or servers.	A problem occurred when we tried to send a reset password email to the participant. Select Reset MyVeeva Password again, or contact support if the problem continues.