Troubleshooting - Patient  Access

Please see the following sections on common problems people experience and how to resolve them. 

Forgotten Password, email or user ID?

If you have forgotten your password, you will need to request a password reset through Patient Access directly - you can do  this by selecting the appropriate item you have forgotten here - Forgotten your EmailUser ID or Password?

Locked out?

If you enter an incorrect password 3 times, your account will automatically be locked for 1 hour. If you typed the password incorrectly, wait 1 hour then try again. If you have forgotten your password, please follow the Forgotten Password step above. if you are still having problems sigining in, please contact Patient Access Support 

Unable to view your medications list?

You will need to have successfully linked to Whiteladies Medical Group with your account ID and linkage key in order to have access to requesting medication. Please note that only medications that are on your list of repeat medications will appear in your patient access - anything you have been prescribed acutely will not appear here. You will need to contact a doctor to have a medication added to this list. 
If you were previously able to request your medications, or are still having problems viewing your list of medications, please email

Unable to view your medical record?

You will need to read the following section - Access to medical records - and have completed and returned your form with identification in order for this service to be fully activated. Please note it will take up to 28 days to process your request. If you are still having problems, please email 

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