Having trouble connecting your health records? Here’s how to fix it.
Can’t connect your health data? Here is a quick guide to resolving it!
Connecting your electronic health records makes it much easier for us to match you with studies you qualify for, but the process sometimes doesn’t go smoothly. If you’ve hit a snag, here’s a breakdown of the most common issues and what to do about each one.
Issue 1: Your provider isn’t showing up in the search
This is probably the most common hiccup, and it usually comes down to one thing: our search looks for health system names, not individual doctor names or practice groups.
Your doctor might be Dr. Jane Smith at Riverside Family Medicine, but the health system you’d search for could be something like “Mass General Brigham” or “Atrius Health.” A quick way to find the right name: log into your patient portal and look in the upper left corner of the screen. The health system name is usually displayed there.
If you search and still can’t find your provider, they may not yet be connected. But here are a few ways you can still move forward:
- Email your provider info to techsupport@joined.bio. We’ll see if we can find your provider in the list and will let you know. If not, we’ll use your feedback to prioritize which systems to add next.
- Fill out your health profile manually. We’ll reach out when a study matches your information.
- Email a health records export to medicalrecords@joined.bio. We can process it manually, and a self-serve upload feature is on the way. A “health summary” document is usually all we need.
Issue 2: You can’t log in to your patient portal
Try logging directly into your patient portal (outside our platform) with your patient portal username and password. If you can’t get in, try resetting your password through the portal login process. If that doesn’t work either, the issue is likely at your provider’s end, and you’ll need to contact them directly.
Issue 3: You got an error after logging in, or your data failed to load
Good news! These errors are usually temporary, and a few quick steps tend to clear them up. Work through these in order:
- Log out of Joined Bio, close your browser completely, then log back in and try the connection again.
- Still getting an error? Email techsupport@joined.bio with the name of your health system and the approximate date and time of the attempt. That helps us track things down quickly.
- In the meantime, you can email a records export to medicalrecords@joined.bio. We’ll process it manually while we look into the issue.
Note: A self-serve document upload feature is in development. We’ll share more when it’s ready.
Health data connectivity is still evolving, and not every system connects perfectly every time. The good news is there’s almost always a workaround, whether that’s a manual records submission, a profile update, or our team digging into the issue on your behalf. You don’t need a perfect connection to participate; you just need to get started.
Still stuck? We’re here. Email us at techsupport@joined.bio and a real person will get back to you.