This article answers the following questions patients may have about accessing Mend:
How do I create a Mend account?
Depending on how your healthcare provider uses Mend, you may be able to create your own account or your healthcare provider may have to create one for you.
1. Check your healthcare provider's website. Is there a "Sign Up," "Start Now," or "New Patients" link? If yes, you may be able to create your own Mend account by clicking the link, and following a few simple steps.
Check out the full process in the animated gif below.
If your healthcare provider does not have a signup link posted to their website, it is likely that someone from their organization will need to create your account, or will send you a sign-up link as part of an intake or pre-visit process.
2. Check your email and your text messages. Have you received anything that says, "[Organization Name] is inviting you to create a Mend account"? Click the "Create Account" link in the email or text message.
The "Create Account" link will take you to a screen that asks for your email address, birthdate, and password (type the same password in both fields). When you press "Go," it should prompt you to log in with your email address and your new password.
If you receive an error message that says the information you provided does not match our records, please make sure your email address and date of birth are typed correctly. If they are, please press the "Need Help" button at the top of the screen. This will open a live chat with our support team, who can help locate your account and make sure you are able to log in.
3. Not sure? If you can't find the account invitation email or text message, but still think you may be in the system, click "Forgot or Create Password" on the Log In page.
If there is an account in Mend associated with your email address, we'll send you a link to reset your password.
Do I need a password?
In most cases, patients do not need a password to use Mend.
If your healthcare provider uses Mend for in-person appointment reminders, you can receive your reminders and confirm your appointments without needing to log in at all.
If your healthcare provider uses Mend for telehealth (video visits) or paperless intake forms, in most cases all you will need is a link and your date of birth.
You may need to log in with a password if:
- Your healthcare organization has sent you a secure message
- You are self-scheduling an appointment
- Your healthcare organization requires patients to create an account before completing an intake form or joining a video visit.
How can I reset my password?
If you have forgotten your password, if you are unsure if you have ever logged in before, or if you have mistyped your password too many times and your account is locked, you will need to reset your password.
Step 1: From the login page at https://portal.mendfamily.com press "Forgot or Create Password?"
Step 2: Type your email address into the field and press "Send Password Reset."
- If you see a red banner error message that says "Please enter a valid email address," or "Unable to verify email address," the email address you've provided doesn't match an account in our system.
- First, double check to make sure you've entered your email address correctly. Are there any spelling errors? Did your browser auto-fill the email field with a different address than the one you use for Mend?
- We may be able to find you a different way, so please press the "Need Help?" button at the top of the screen to speak with Mend Support.
- If Mend Support can't verify your account based on other information such as your mobile phone number and date of birth, you will need to contact your healthcare provider directly
Step 3: Check your email. You should have just received an email titled "Mend - Password Reset."
Step 4: Click the link in the email that says "Reset Your Password" to open your Reset Password page.
- If you have sent yourself multiple password reset links, only the most recent will be valid.
Step 5: On the Reset Password page, type in your email address, birthdate, and password (type the same password in both fields). When you press "Go," it will prompt you to log in with your email address and your new password.
Check out the full process in the animated gif below.
