Hanover Pediatrics Portal Frequently Asked Questions

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Thank you for patience as we transition to a new portal system.  In order to remain compliant with the ever-changing health care standards this portal has to be updated. We appreciate your cooperation and will do all we can to help this transition be smooth for your and your family.  Below is a list of frequent issues or patients may encounter.

 

1.  If you attempt to create your account and it says EMAIL IS ALREADY IN USE this frequently means you have a portal established with another local practice that uses this same 3rd party portal software.  If that is the case log in with your existing email credentials and then you will have the option to ADD A CHILD.  You will use the same process for adding any additional children to keep your whole family in one convenient location.

 

2.  If you attempt to add a child and it says DATE OF BIRTH DOES NOT MATCH please go back to your original email and make sure the pin number you are entering matches the correct child.  The other thing that may cause this error is if you selected ADD A PRACTICE instead of ADD A CHILD.

 

3.  If you are in the portal but having trouble with the questionnaire the error may say EMAIL DOES NOT MATCH this means that we have a different email in our system than you used to register for the portal.  Please give our office a call and we can help you get this error resolved.

 

4.  EVERYTHING IS ACTIVE BUT I DON’T SEE A QUESTIONNAIRE Our staff is not able to add the questionnaire that is needed until your portal account is active.  If you just activated it please call and let us know.  If it is in place the questions will show under Messages in your portal. 

 

 

Please call the office at 910-769-4994 if you need additional assistance!