Sign In Troubleshooting Guide Print

If you are having trouble signing in, answer the following questions below to determine the next steps.

HIPAA standards do not allow NantHealth Support to reset or create accounts at locations where there is an active Security Officer.

Do you know your username?

Yes

If you have previously used NaviNet, click Forgot your password. You are presented with your security questions. After you answer them, you can choose another password.

Note: If you do not select a permanent password within 60 days, you cannot sign in to NaviNet. In addition, for security reasons, NaviNet automatically disables accounts after a fixed number of failed attempts. If your account is disabled, are you the only NaviNet user in your office?

If you have never used NaviNet, are you the only NaviNet user in your office?

No

Is your office new to NaviNet?

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Who is my Security Officer?

If one of your colleagues has access to NaviNet, your colleague can find out who in your office is your Security Officer. To do so, on the Welcome menu in the upper-right corner of the screen, click My Account, and then click My Security. The name of the NaviNet Security Officer for your office is listed at the top of the page.

Every office that uses NaviNet has someone designated as the office's Security Officer. The Security Officer is usually the office administrator or manager. If you are the only active user, it might be you.


Where can I find my username and password?

Typically, NaviNet sends new usernames and passwords via the email account configured by your Security Officer. Check your junk or spam mail filters for messages with the subject lines, "Welcome to NaviNet!" and "Sign in today with your NaviNet Password."

If you did not receive your username and password via email and multiple NaviNet users are in your office, contact your NaviNet Security Officer. Your Security Officer can retrieve your username and provide you with a new temporary password. Your initial password is valid for only 60 days. Your username always stays the same.

Note: Access to NaviNet requires a unique username and password for each user. To receive your own NaviNet username and password, contact your NaviNet Security Officer.

If there is no Security Officer in your office and you have no record of your username, contact NantHealth Support.


Password reset

Resetting your NaviNet password is secure and easy. NaviNet supports password retrieval for users who forget their authenticated password. If you previously established security questions, you can retrieve your password by clicking Forgot your password on the NaviNet sign in screen. You are presented with your previously established security questions. After you answer them, you can choose another password.

You might not be able to reset your password if you have locked your account after multiple sign-in attempts, have waited too long to sign in, or have forgotten your security answers. Contact your NaviNet Security Officer to reset your password. If no Security Officer is in your office, contact NantHealth Support.


Contact NantHealth Support

If you are still not sure how to sign in, contact NantHealth Support at 888-482-8057.

  • Monday through Friday from 8 a.m. to 11 p.m. ET
  • Saturdays from 8 a.m. to 3 p.m. ET

NantHealth does not troubleshoot of username and password issues by email. Please contact your Security Officer or NantHealth Support directly.


For NantHealth Support, call 888-482-8057
Sign In Troubleshooting Guide - 01-09-2018
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