Troubleshooting Veeva ePRO and MyVeeva for Patients

Note Veeva ePRO is only available to sites whose sponsors are using Veeva ePRO in Clinical Operations.

This page provides information to help you support participants and signatories who are using MyVeeva for Patients and Veeva ePRO. 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 survey welcome email that my site told me to expect.	If you enable a participant with ePRO and they don’t receive the welcome email, their email address may be incorrect in SiteVault or an error might have occurred. Verify that the email address on the participant’s patient 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, disable the participant from ePRO, and re-enable the participant with ePRO to automatically resend the welcome email. See the following help topics for more information Managing Participants in Study Connect Enabling and Disabling ePRO for a Participant Correct: If the email address is correct, have the user check their spam folder and trash. If the user still doesn’t receive the welcome email, another error may have occurred. Disable the participant from ePRO and re-enable them with ePRO to automatically resend the welcome email. See the following help topic for more information: Enabling and Disabling ePRO for a Participant If the issue persists, contact Veeva Support for assistance.
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 Registration and Login 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: Ask the user to check their spam folder and trash. If they can’t find the email, ensure that you have the correct email address on the patient record. If not, update the record and disable and re-enable them with ePRO. If they still don’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 Registration and Login page on the MyVeeva for Patients Help website for more information about how users reset passwords.
I’d like to use MyVeeva for Patients without requiring an email or phone number.	Generate an Activation Code for a participant who would prefer to register for MyVeeva without using an email address and phone number. Participants can enter the code to enable PIN access and set their own PIN. See Creating an Activation Code for PIN Access.
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 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 Registration and Login 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: Verify that the user has a cellular signal, has SMS enabled, and doesn’t have their phone in airplane mode. 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. If the participant’s phone number is not correct in Study Connect, update their profile. See Managing Participants in Study Connect for more information. If the user has registered an account, verify that the phone number in their account settings is correct and current. See the Account Settings page in the MyVeeva for Patients Help for more information. 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. Contact Veeva and we’ll check the logs for errors.

Receiving and Submitting Surveys

User Issue	Resolution
I received a notification that says a survey is available or due, but I don’t see the survey in my tasks.	If the task’s due date already passed when the user opens their tasks, then the survey is missed and no longer available. You can confirm the user missed the survey by exporting Adherence Data in Study Connect.
I’m concerned my internet connection isn’t consistent enough to get through a survey.	After their initial online login, participants do not require an internet connection to start, resume or submit surveys in MyVeeva for Patients. Offline login is available for those logging in with biometrics or PIN.
I started a survey and the screen flashed. I remained on my tasks list, and now the task is gone.	The task’s due date already passed when the user selected it. You can confirm the user missed the survey by exporting adherence data in Study Connect.
I can’t start a survey. It’s grayed out or says I have to complete another survey first.	Ask the user to return to the Tasks page and complete any available surveys that are higher on the page. This allows them to complete subsequent surveys. Users are required to complete surveys in the sequence order specified by sponsor staff.
I’m receiving notifications and surveys in a language I don’t expect or understand.	In Study Connect, confirm the user’s expected language is supported by the study and the latest approved ePRO collection document. If the user’s expected language is not supported by the study or the latest approved ePRO collection document, the user can’t receive notifications or surveys in that language. See Managing Your Study's Supported Languages for more information. If the user’s expected language is supported by the study and the latest approved ePRO collection document, have the user select their preferred language in their account settings in MyVeeva for Patients. See the Account Settings page on the MyVeeva for Patients Help website for more information.
I submitted a survey while my device was offline.	If the user sees a No Connection / Upload Paused for (#) Task banner at the bottom of their tasks list, the submitted survey was saved and will be sent to the database when their device is online.
I submitted a survey, but it’s still in my tasks.	The survey may be an as needed survey. As needed surveys are always available in a user’s tasks and can be taken as many times as necessary. You can confirm survey schedules and availability with the study’s sponsor. You can also confirm the user submitted their survey successfully by exporting Survey Data or Adherence Data in Study Connect.
My task’s due date is displayed in the wrong time zone.	Have the user confirm their selected time zone in their account settings in MyVeeva for Patients. See the Account Settings page on the MyVeeva for Patients Help website for more information.
When I take a survey, some questions appear or disappear.	Surveys may contain conditional questions, and selecting certain answers to certain questions may cause other questions to appear or disappear. If a survey contains conditional questions, the user may see a block that says Question (#) not applicable in the place of skipped questions.

Managing Visits and Virtual Visits

The user may experience the following issues while managing visits and virtual visits in MyVeeva for Patients:

User Issue	Resolution
My in-person visit contains a virtual meeting join link.	Currently, MyVeeva for Patients only recognizes virtual meeting join links from Meet, Skype, Teams, and Zoom. If you schedule a virtual visit using a different virtual meeting platform, the visit appears on the user’s calendar as an in-person visit. They can select the virtual meeting join link in the visit details to join the meeting at the appropriate time. See Visits in MyVeeva for Patients Help, the Creating Visits for Study Participants help topic in SiteVault Help, or the Creating Visits for Study Participants help topic in Study Connect Help for more information. If your site uses a different virtual meeting platform that you wish to see MyVeeva for Patients support, contact Veeva Support.
My study team says I have an upcoming visit, but it’s not displayed on my Visits page.	Verify that you scheduled the visit and invited the participant’s MyVeeva calendar alias. If the issue persists, complete the following steps to resolve this issue: Verify that you entered the user’s MyVeeva calendar alias correctly when you created the visit in your digital calendar platform. Verify that you entered the correct date, time, and description for the visit in your digital calendar platform. If the visit is a virtual visit, ensure that you included the virtual meeting join link. If the issue persists, create a new visit or contact Veeva Support for assistance.

Other MyVeeva User Issues

The user may also experience the following issues in MyVeeva for Patients or while using ePRO:

User Issue	Resolution
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.