Medley Troubleshooting & Login Help

This article covers everything you need to know about Medley.Health the platform used by your provider to send you messages, including how to sign up, how your information is kept private and secure, and answers to some of the most common questions we hear from patients. If you're still having trouble after reading through, our support team is just an email away at support@medley.health.

What is Avaros and Medley.Health?

What is Avaros?

Avaros is the software your doctor uses to store and manage your medical records. We are an OntarioMD certified Electronic Medical Records company that complies with Canadian health protection and privacy legislation (PHIPAA and PIPEDA). We're based in Ontario, and all of our data is stored in Canadian data centres, subject to regular privacy audits and security reviews as part of our certification process.

What is Medley.Health?

Medley.Health is Avaros' secure messaging portal used by your doctor to share private health information (such as lab results, medical reports, and questionnaires) safely and securely with you. All messages are encrypted and stored in Canadian data centres, in full compliance with Canadian privacy legislation.

How Do I Sign Up?

When your doctor sends you a secure message, you'll receive an email notification at the email address on file with your clinic. That email contains a button to securely view your message on the portal.

First-time sign-up steps:

You'll receive an email notification from your doctor's clinic letting you know a secure message has been sent to you.
Click the "View Your Message" button in that email.
You'll be prompted to create your Medley.Health account by providing your email address, date of birth, and a password of your choice.

Desktop:

Mobile:

Please note: Health card information is optional. If you don't have it on hand, you can toggle that field off during sign-up and complete your registration without it. Also, this is a common cause of errors if you have previously signed up for an account under a different email with Medley.

Once your account is set up, future logins only require your email address and password.

Frequently Asked Questions

I'm getting an "Email already in use" error?

Your email may already be registered with Medley if:

A previous clinic you visited also uses Medley, or
Your email was added to a family member's account

To regain access:

Go to the Medley.Health login page
Click "Forgot Password" and follow the prompts
A password reset link will be sent to your email (check your spam folder if you don't see it)

Still having trouble? Reach out to us at support@medley.health and we'll help you get back in.

I'm getting a "This Health Card Number has already been taken" error

This can happen during sign-up when entering your health card information if it is already on an existing account potentially under a previous email or with a different clinic.

Here's how to fix it:

Quick Fix: Just select the next button once more to bypass the error.

Alternate Fix: Skip the health card step entirely by toggling it off.

On the health card page (which appears after confirming your date of birth and setting a temporary password), simply tap the green toggle to turn it off.

Why does this happen?

Another account may already be linked to your health card from a different clinic, or
Your health card details don't match what's on file

I never received the notification email. What should I do?

Try these steps:

Check your spam/junk folder, notification emails can sometimes end up there
Add noreply@avaros.ca to your trusted contacts, to ensure future emails reach your inbox
Confirm your email with your clinic, ask them to verify the address they have on file is correct

I forgot my password. How do I reset it?

Go to Medley.Health and click "Forgot Password"
Follow the prompts, a reset link will be sent to your email (check spam if you don't see it).

I'm being asked for my health card and I don't have it. Can I skip this step?

Yes, absolutely. Health card information is not required to create your account. During sign-up, look for the option to toggle off the health card field. This will allow you to complete your registration using just your email address and date of birth.

I have more than one patient file (such as a family member) at my clinic. How do I access messages for a secondary account?

No need to sign up separately for each family member, new accounts are automatically linked to your email and will appear when you log in.

Once signed in to Medley.Health, use the account switcher in your profile or settings menu to switch between accounts. (Available on both desktop and mobile.)

📹 Step-by-step video guides:

Desktop:
Mobile:

How do I change my email address?

Email changes are made directly by your clinic, reach out to them to have it updated. Once they've made the change and sent you a new message, simply complete the sign-up from the email sent to your new address.

Your messages will then be moved over to the new account, your old account will still exist but will be empty.

Privacy and Security

Your privacy matters to us. Here's how we keep your information safe:

Encryption and storage: All secure messages are encrypted and stored in Canadian data centres in compliance with Canadian privacy legislation. Medley.Health undergoes regular privacy audits and security reviews to ensure your data remains protected.

Your rights: You have the right to request that all of your secure patient messages be permanently deleted at any time. To make this request, please contact us at support@medley.health.

Identity verification: The first time you sign in to Medley.Health, you'll be asked to verify your identity. The information you provide is securely matched against the information your doctor has on file for you.

Still Need Help?

If none of the steps above resolved your issue, our support team is just an email away. We're always happy to help!

📩 support@medley.health

Related to

Search

Welcome to our Support

In this article