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Frequently Asked Questions

#1 Most Frequently Asked Question

Registration

Prescription Refill

Issues Using the Site

Your Doctor and My HealtheVet

My HealtheVet Features

New Users


Most Frequently Asked Questions

How can I see my medication names?

To see the names of your VA medication refills, you will have to go through a one-time In-Person Authentication (IPA) process at your VA facility. This process is used to verify a My HealtheVet (MHV) user's identity. Registered MHV users who are VA patients that complete the IPA process will see the names of their VA prescriptions.


When will I be able to see my appointments?

This feature will be available in the future. Visit the Coming Soon page for more information on when appointments will be available.


Registration

Registration says my information doesn't match VA's. What should I do?

If you get this message when trying to register, it means you have selected the "VA Patient" checkbox to identify yourself. During Registration My HealtheVet matches your first name, last name, social security number, and date of birth against the same data listed in your VA record. This process verifies your identity as a VA Patient, and will allow you access to Prescription Refill. You can see how the VA has your name recorded by looking at a prescription bottle or your VIC card. If you are sure your registration information matches your VA information, there may still be other reasons why you are getting this message. You will need to complete registration for us to help you. To continue, please select a different checkbox in the "Relationship to the VA" section of the Registration page. When you have successfully registered, use the Contact MHV link so we can assist you with this problem.


How do I get a user ID and password so that I can access the site?

To register for the site and create a user ID and password, click the Register button located in the right-hand Member Login panel. The resulting page will allow you to create your user profile. Just fill out the form and click the "Save" button at the bottom of the page.


I forgot my user ID. What should I do?

If you have forgotten your user ID, click the "Forgot User ID?" link from the right-hand Member Login panel. Step One of this process will ask you to enter your name, birth date and gender. Step Two will ask you to answer the two security questions you selected during registration. If a user account is found that matches your information, your user ID will display on the screen. If you have also forgotten your password you may click the Reset Password link to continue the process.


I forgot my password. What should I do?

If you forget your password, click the "Forgot Password?" link from the right-hand Member Login panel. Step One of this process will ask you to enter your user ID, name, birth date and gender. Step Two will ask you to answer the two security questions you selected during registration. If you have answered these questions correctly, you will see a screen that allows you to set a new password. This password will replace your old password for My HealtheVet access immediately.

If you are still having trouble, please use the Contact MHV link to request your User ID/Password via email or phone.


How do I change my personal information?

In order to change the personal information on your My HealtheVet account, please follow these steps:

  1. Log in to My HealtheVet from the home page
  2. Click the Personal Information tab
  3. Click the Profiles link
  4. Change your personal information as necessary
  5. Click the Save button when you have finished.

How do I change my address with the VA?

You can make a change of address request at any VA medical facility or by contacting the VA directly. There are two ways you can do this:

  • You can either submit an email request to the VA through the Ask A Question link on https://iris.va.gov or contact a VA benefits representative at 1-800-827-1000 (Monday-Friday). After navigating through the phone menu, you will be connected with a live benefits specialist who can assist you with your address change.
  • To set up care with a new VA Medical Center, please contact the facility directly and speak with an appointment representative. They will help assign your primary facility and establish a care team for appointments. You can find the contact number for your local VA Medical Center by using the VA Facility Locator.

Can I change my user ID or create a second account?

We do not currently allow users to change their user IDs. In the future you will have the ability to delete your MHV account. This will allow you to create a new account with a new user ID. In the meantime, we recommend that you do not create more than one account. In order to access certain features of the website, such as online prescription refill, you must have your correct name, date of birth, and social security number entered into your My HealtheVet account. The system will only allow you to create one account with this information. Creating additional accounts with incorrect information will only make it more difficult for you to access your information.


Prescription Refill

Where do I refill my prescriptions?

When you are logged in with your registered User ID and password, click the Pharmacy tab; the prescription options will appear in the left navigation menu.


Why can't I see all of my prescriptions?

Most of your prescriptions can be refilled online; however, not all of your medications may be listed.

The VA divides its drug formulary into Schedules. Schedule 2 prescriptions, such as some pain medications and narcotics, are not refillable. You must obtain a new prescription from your provider for each fill of these medications.

If you believe you have refillable prescriptions that are not being displayed, please contact the pharmacy staff at the VA facility that prescribed your medication. The phone number should be provided on the label of your prescription bottle.


Issues Using the Site

Where do I refill my prescriptions?

When you are logged in with your registered User ID and password, click the Pharmacy tab; the prescription options will appear in the left navigation menu.


I'm having trouble reading the text on the site. Can I make the text larger?

To increase the text size on your Internet browser, follow these steps (for a list of supported browsers see the Browser Compatibility page):

Internet Explorer:

  • Open Internet Explorer
  • On the View menu, click Text Size, then select Largest

Internet Explorer for Mac:

  • Open Internet Explorer
  • On the View menu, select Text Zoom, then click the zoom level you would prefer

Netscape:

  • Open Netscape
  • On the View menu, click Text Zoom, then select Larger (you can also select custom zoom levels)

Safari:

  • Open Safari
  • On the View menu, click Make Text Bigger

Firefox:

  • Open Firefox
  • On the View menu, click Text Size, then select Increase

AOL Browser:

  • Open the AOL browser
  • On the Safety menu, click Settings (you can also click the Settings button on the standard toolbar)
  • Under the letter F, click Font and Text
  • In the Text Settings area, click Largest, or select a custom text size from the Font Settings pull-down
  • Click Save

When I visited the My HealtheVet website, I saw a message that said "Pardon the Interruption." Why was the site not available?

We periodically perform maintenance and install updates on the website. This generally occurs between the hours of 10:00 PM - 12:00 AM (ET). We make every effort to get the site back up and running as quickly as possible. Sometimes the settings on an Internet browser cause the Pardon the Interruption page to display long after the site has become available. To ensure that you always receive the most current version of the web page, follow these steps to change your browser settings (for a list of supported browsers see the Browser Compatibility page):

Internet Explorer:

  • Open Internet Explorer
  • On the Tools menu, click Internet Options
  • Click the General tab
  • In the Temporary Internet Files area, click the Settings button
  • In the Check for newer versions of stored pages area, select the Every Visit to the Page radio button
  • Click OK twice

Netscape:

  • Open Netscape
  • On the Edit menu, click Preferences
  • Click the arrow next to Advanced to display the Advanced options
  • Click Cache
  • In the Compare the page in the cache to the page on the open network area, select the Every time I view the page radio button
  • Click OK

Safari:

  • Open Safari
  • On the View menu, click Reload Page

Firefox:

  • Open Firefox
  • On the View menu, click Reload (this will check for a newer version of the web page)

AOL Browser:

  • On the Safety menu, click Settings
  • Under the letter B, click Browser Settings
  • Under Related Settings, click Use your Internet Explorer settings to set advanced browsing options
  • Click the General tab
  • In the Temporary Internet Files area, click the Settings button
  • In the Check for newer versions of stored pages area, select the Every Visit to the Page radio button
  • Click OK twice


For JAWS Users: Why can't I hear label names in Forms Mode?

Currently on the MHV site, JAWS cannot read the label names of fields in Forms Mode unless you change your settings in JAWS. Thank you for your patience as we try to resolve this issue.


Who can I contact with questions or suggestions for improving the site?

My HealtheVet welcomes all comments or suggestions from its user community. To send us your feedback, please use the Contact Us link at the top of any page on the web site.


Your Doctor and My HealtheVet

Can I email my doctor through My HealtheVet?

We are researching possibilities for secure clinician-veteran messaging; however, this is proceeding on a separate track from My HealtheVet and we do not have a timeframe scheduled for release. Due to the sensitive nature of doctor-patient relations and the insecure nature of email, we want to take every security precaution possible before making this functionality available. In the meantime, if you would like to get in touch with your doctor, the best method is to contact your care team directly. You can use the VA Facility Locator to locate the contact information for your VA Medical Center.


Does my VHA doctor use My HealtheVet too?

My HealtheVet promotes partnership between veteran patients and their doctors, and is supported as a national resource by clinical staff at your local VA Medical Center. Your doctor can help you use this tool to learn more about managing your own health.


How do I contact my doctor about My HealtheVet?

The best way to contact your VA doctor is always through your local VA Medical Center. My HealtheVet offers a great deal of health information, but will never take the place of a visit to your personal clinician.


My HealtheVet Features

How can I get information about my VA benefits?

My HealtheVet is not connected with VA benefits. You can obtain this information directly from the VA by one of these methods: You can submit your request by email to the VA through the Ask A Question link on https://iris.va.gov, or contact a benefits representative at 1-800-827-1000 (Monday-Friday from 8 to 8 Eastern time). These VA specialists can answer any questions you may have.


I heard My HealtheVet would let me see my personal health record online. Is that right?

My HealtheVet continues to grow in what it can offer you, the veteran. Future releases include electronic services such as the ability to view your scheduled VAMC appointments and any outstanding copay balances you may have...and yes, future releases will also permit you to request and receive your personal health record information online.


I want to print out more detailed self-entered information than what is available on the summary page. Can I do this?

You can print the comments fields for individual self-entered information entries. In order to print the comments fields and other details, follow these instructions:

  • From the summary page, click the blue, underlined date or title that identifies the entry. This will show you the details of the record.
  • Click Printer Friendly link
  • Click the Print button
  • Your browser's Print dialog box will open and you can print from there.

What can I find in the Medical Library?

My HealtheVet offers two health education libraries. On the Research Health tab, you can access the Medical Library, which contains links to the MedlinePlus and Healthwise libraries. You can research topics that include conditions, diseases, medical tests, medications and other useful medical information.


New Users

What is My HealtheVet?

My HealtheVet is a web-based product that gives veterans information and tools to improve their health. Registration is required to have full access to all features. Registrants can access more than 18 million pages of health information from the site’s Health Education Library. They are able to

  • Add information to a personal health journal about over-the-counter medications, allergies, military health history, medical events, tests and allergies.
  • Record and track personal information such as contact information, emergency contacts, health care providers, and health insurance information.
  • Record and track personal health measurements (blood pressure, blood sugar, cholesterol, heart rate, body temperature, weight, and pain) in Vitals & Readings.
  • Print a wallet ID card with the personal information entered into the personal health record.

How will My HealtheVet benefit me?

With My HealtheVet you are able to:

  • Gain a better understanding of your health status
  • Explore a variety of options to improve your health
  • Learn to use the available tools to become partners with your caregivers in understanding and managing your personal health care
  • Easily access medical information from anywhere in the world with Internet access
  • Select your favorite links and make your own special health web pages

What do I need to use My HealtheVet?

You need a computer with Internet access at home or through public access like a library or Internet café. Computers are also available for use at your local VA Medical Center.


What do I need on my home computer to use My HealtheVet?

Your personal computer should have an Internet browser. MHV's Browser Compatibility List. You also need access to the Internet through a local Internet Service Provider (ISP).


How can I use My HealtheVet if I don't have a computer?

You can use computers provided for My HealtheVet access at your local VA Medical Center. Call or visit your local VA Medical Center to learn more about using their My HealtheVet computers. You may also use My HealtheVet on computers with a connection to the Internet, such as those at public libraries, Internet cafés, etc.


Do I need training to use My HealtheVet?

No formal training is needed to use My HealtheVet. My HealtheVet was created with the veteran and doctor in mind. While every attempt has been made to make the site as easy to use as possible, if you have questions, please don't hesitate to utilize the Contact Us.


Do I need to log on before using My HealtheVet?

Some parts of the My HealtheVet site are offered without logging in, but you are required to log in to personalize your own health information, and to use the planner and calendars. Logging in also enables you to personalize your health information using the Health Journal and Vitals & Readings. These journals and eLogs are your private and secure information and are located in the Track Health section, which is only visible when you are logged in.


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