Technical Support

We recommend you read our most common FAQs to see if these can help. If your question hasn’t been answered, open a support ticket and our support team will assist.

Healthix Support FAQs

Please contact your Healthix Account Manager. Healthix Account Managers can look up your Healthix username. Not sure who your Healthix Account Manager is? Click here
If you know your Healthix Portal username, but have forgotten your password, please follow the steps below.
1. Navigate to Healthix Portal login page & enter your username.
2. Click “Password Help” link.
3. A new password will be emailed to the user’s email address on file.
4. Locate the password reset email and copy your temporary password.
5. Either click the “click here to log in with your temporary password” link directly from the email OR navigate to the Healthix Portal login page and click “click here if you already have a temporary password”.
6. Enter temporary password. NOTE: Since this is a temporary password, please select “No” if you receive a prompt asking if you want your browser to store it for you. Upon login, you will be prompted to create a new password.
7. Create new password on next page.
8. Login with new password.
If you do NOT know your Healthix Portal username, please contact your Healthix Account Manager. Healthix Account Managers can look up your Healthix username. Not sure who your Healthix Account Manager is? Click here . Once you obtain your Healthix username, please complete the steps above to reset your password.
Be sure you are either clicking the “click here to log in with your temporary password” link directly from the email OR navigate to the Healthix Portal login page and click “click here if you already have a temporary password”.
If you receive an error message while utilizing the Healthix Portal, please make note of the exact message displayed, and/or take a screenshot of the message. Then, please open a ticket with our Support team here, including as much additional information as possible (name of the user, date & time of the error, the action taken prior to seeing the error message). Someone from the Healthix Support Team will reach out for additional information if necessary.
To update the email address associated with your Healthix account, please open a ticket with our Support team below. Important note: For security purposes, email addresses associated with a Healthix account must be unique and cannot be shared. Ex: receptionist@doctorsoffice.com is not an acceptable email.
Upon logging in to the Healthix Portal, the default view is the “Home” tab. If you see a message that states “Search/Record Pending Activation – see training & dependencies below”, this indicates that there are incomplete training requirement(s) associated with your Healthix user account. Click into the “Training & Dependencies” tile and ensure all required new / refresher training are marked complete. If all training & dependencies are marked complete, and you are still seeing this message, please open a ticket with our Support team below .
Accessing clinical information in the Healthix Portal requires patient consent (more information here ). If a patient consent decision of ‘grant’ has been recorded for the patient in question, please open a ticket with our Support team here. Additional information will be required to effectively troubleshoot this issue and a Support team member will respond to your ticket shortly. If a patient consent decision has not yet been recorded, please work with the patient to obtain their consent decision. For additional support regarding patient consent policies or to request consent training/retraining, please contact your Healthix Account Manager. Not sure who your Healthix Account Manager is? Click here.
Please contact your Healthix Account Manager. Healthix Account Managers can confirm the role(s) associated with your Healthix account. Not sure who your Healthix Account Manager is? Click here. About Break-the-Glass access: Break-the-Glass access is intended for clinical users who commonly deal with emergency care. Currently, Healthix user roles, as set forth by the Statewide Collaborative Process Privacy and Security Policies, allow Break-the-Glass access for physicians (including residents), physician’s assistants, nurse practitioners, emergency department nurses, and emergency medical providers in the case of a medical emergency. Providers who execute Break-the-Glass are access are subject to the conditions in the on-screen attestation.
The Healthix Portal utilizes pop-ups to load certain data types (lab values, documents, etc.). Please be sure to set your preferred browser to allow pop-ups from www.healthix.org. If your internet browser is allowing pop-ups, and you are still experiencing this issue, please open a ticket with our Support team here.
If you receive an error message while utilizing the Healthix Portal, please make note of the exact message displayed, and /or take a screenshot of the message. Then, please open a ticket with our Support team here <insert link to ticket page>, and include the error message in the ‘Please describe your issue’ box. Also include the name of the user, date & time of the error, the action taken prior to seeing the error message. Someone from the Healthix Support Team will reach out for additional information if necessary.
Healthix aggregates data from a variety of hospitals, clinics, private practices, payers, and community based organizations throughout the greater New York City region. New data sources and additional data elements from existing Healthix participants are added regularly. To view the current list of data sources and data elements, visit healthix.org/directory.
Many participating organizations contribute data to Healthix in real-time, other contribute data in batch processes. Data contributed to Healthix is made available in the Portal and through our interoperable interfaces with EHRs immediately upon receipt.

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