Help


Please refer to these FAQs regarding navigating the portal or questions related to features and content. For additional help, please email Questions@fmc-na.com, or call the technical support center at 1-800-313-1143.

The Hours of Operation are:
Mon - Fri - 8:00AM - 8:00PM (EST)
Sat - 10:00AM - 2:00PM (EST)

Login Page
How do I change my email address used for login?
Please login with your existing email address. Once you are logged in, navigate to the account management section. You can navigate to account management section by clicking on the person icon in the header. In the account management section, there is a link to change your email address.
How do I change my password used for login?
If you are not logged in, click on the 'I forgot my password' link located next to the login button and follow the process to reset your password. Alternatively, you can log in with your existing credentials and navigate to the account management section. You can navigate to account management section by clicking on the person icon in the header. In the account management section, there is a link to change your password.
I forgot my login email address. What do I do now?
After your account was created, a Welcome Email was sent from noreply@fmc-na.com with subject line "Patient Portal user activation link". The email address to which the welcome email was sent, is the one to use for logging in. If you cannot remember that email address, unfortunately we cannot help you further with this issue.
I forgot my password. What do I do now?
Click on the 'I forgot my password' link located next to the login button and follow the process to reset your password.
I tried logging in but I get invalid login message. What do I do now?
Please check the email address you are using to log in. This is the email address you entered on the portal when creating your account. Please check the password you are entering, it is case sensitive. If you forgot your password, click on the 'I forgot my password' link and follow the process to reset your password.
My login attempts failed multiple times in one session and now I am locked out. What do I do now?
If you are locked out after multiple attempts, please follow the on-screen instructions to reset your password.

Login Page - Password Reset
I am in the 'Password Reset' process and want an email password reset link. What email address should I enter?
Input your first name, last name, date of birth, MRN, and phone number. Please note that all identifier fields must match our eCF records in order to successfully reset your password.
I am in the 'Password Reset' process and want to verify my identity. What should I do?
Input your first name, last name, date of birth, MRN, and phone number. Please note that all identifier fields must match our eCF records in order to successfully reset your password.

General
Where can I find the support center email & phone number?
The support center email & phone number are displayed at the following locations: 1. On top of the page during account creation. 2. In the 'Help' link located at the bottom of every page. 3. In the FAQ section. Click on ? Icon to get to the FAQs.
Where can I find my clinic phone number?
Once you are logged into the portal, your clinic information is displayed on the top of every page.
What browser should I be using to access the portal?
Internet Explorer version 11 (on Windows 7), Safari version 8 (on Mac OS X), latest version of Google Chrome (on Windows 7 & Mac OS X), and latest version of Firefox (on Windows 7) are the recommended browsers for accessing the portal. The portal may be accessed on other browsers, but some functionality might be compromised.

Account Creation: Self Registration Step 1
I don't remember my MRN. Where can I get it?
Please call your clinic for your MRN. All identifier fields must match our eCF records.
I don't remember the Phone Number I gave to FMS. Where can I get it?
Please call your clinic for your phone number. All identifier fields must match our eCF records.
System is not accepting my name. I know it is correct. What do I do now?
Please call your clinic to verify your information. All identifier fields must match our eCF records. Please try again after verifying your information.
I input all the correct information. I am still getting an error?
Please call your clinic to verify your information. All identifier fields must match our eCF records. Please try again after verifying your information.
I get my account already exists message. What do I do now?
Please return to the login screen and log in with your username and password.
After multiple attempts, I am locked out. What do I do now?
As a result of multiple unsuccessful attempts your MRN has been blacklisted. You will be unable to register for the next 24 hours. If you have more questions, please call or email our Customer Support Center. You can find the phone number and email address in the HELP link at the bottom of the screen.
Can I self-register in Spanish?
Yes, at any point during the registration and log-in screen you may toggle between English and Spanish in the top right navigation panel by selection EspaƱol.
I asked my Nurse to register me but I want to self-register now. What do I do?
If your Nurse has begun the registration process, then you must complete registration via that process OR wait 24 hours until to begin the self-registration process.

Account Creation: Self Registration Step 2
I did not get an email. What do I do now?
A verification email has been sent to your inbox to complete your registration in the next 24 hours. If you do not see this email, please check your junk folder. If it is not in your junk folder, please try registering again. Please check carefully the email address you are entering.
Why is an verification email being sent to my email address?
To ensure that the email address you provided is a good, working email address and that you have access to it.
The activation link sent to my email has expired. What do I do now?
Be sure to click on the activation link within 24 hours. Please re-register with your patient identification items. A new activation link will be sent to the email address you provide in Step 1 of the registration.

Account Creation: Self Registration Step 3
I don't want to use the email address I provided earlier for this account. How can I change it?
Please continue with and complete the registration process. After your account is created, you can change the email address you want to use for logging in.
The system is not accepting my password. What do I do?
Your password must meet the security criteria mentioned on the screen. The system will not accept it if it doesn't meet the criteria. The password must meet the following criteria: 1. Minimum of 8 characters long AND 2. Include at least 1 upper case letter, at least 1 lower case letter, at least 1 number and/or at least 1 special character from the following (!, @, #, $, %, *, -, _) When you confirm your password, make sure you are entering the password exactly the same.

Account Creation: Nurse Initiated Registration
I want to have my Nurse initiate registration for me. What do I do?
Speak with your nurse and inform him or her that you would their assistance in starting registration. Make sure to let them know your email address (this will be your log-in ID) and your language preference. NOTE: Once your nurse has completed their steps you will need to complete the last steps of the registration process on your own.
My Nurse has completed their portion of the registration steps. What am I supposed to do?
After your Nurse has completed their portion you must check your email account and click on the activation link within the next 24 hours. Follow the on screen instructions to complete registration.
The system is not accepting my password. What do I do?
Your password must meet the security criteria mentioned on the screen. The system will not accept it if it doesn't meet the criteria. The password must meet the following criteria: 1. Minimum of 8 characters long AND 2. Include at least 1 upper case letter, at least 1 lower case letter, at least 1 number and/or at least 1 special character from the following (!, @, #, $, %, *, -, _) When you confirm your password, make sure you are entering the password exactly the same.
My Nurse tried to initiate registration but informed me that my account / MRN is locked. What am I supposed to do?
If your account is locked or black listed then you must wait 24 hours before beginning either registration process again. If you have more questions, please call or email our Customer Support Center. You can find the phone number and email address in the HELP link at the bottom of the screen.

Terms of Use & Website Privacy Policy
Can I view the patient portal contents without accepting Terms of Use and Website Privacy Policy?
No. You have to accept the Terms of Use and Website Privacy Policy to view the patient portal contents.
How will I be notified of changes to Terms of Use or Website Privacy Policy?
Every time there is change to either Terms of Use or Website Privacy Policy, they will be presented to you on login for review and acceptance.
Where can I find the Terms of Use?
A link to Terms of Use is present at the bottom of every screen.
Where can I find the Website Privacy Policy?
A link to Website Privacy Policy is present at the bottom of every screen.