Patient Portal Support
Creation date: 3/26/2026 11:06 AM
Updated: 3/26/2026 11:10 AM
Patients often have difficulty accessing/resetting the athenaOne patient portal. All athena users have the ability to Send Password Reset Email in the Contact List & People with Portal Access section of the patient Quickview. Prior to sending that email to the patient, please verify the following:
1. The email address the patient is using to access the portal is the same email address that is on file in the patient Quickview.
2. The verification phone number matches the phone number that is on file in the patient Quickview.
3. The patient is in the US while attempting to access the portal. athenaOne is geofenced so the portal can only be accessed domestically or via VPN. This can quickly be determined if the patient is receiving an error message that says something like ""messaging analytics.athena.io" when attempting to access the patient portal.
If those communication methods are verified, please follow the attached instructions and remain on the line until the patient has gained access to the patient portal. If the Patient Portal access steps are completed, but patient is still unable to access the portal, send the Password Reset Email again, then walk them through the process.
Patient Portal Guide for Support.pdf