FAQ & Troubleshooting for Patients

• Update Name or Contact Details on Vensa

• Repeat Prescription Request Issues

• Health Record not Showing Online

• Pre-Paid Appointment Refunds

• Missing Lab Test Results

• Login & Password Errors

  • Login Error: "Oops, looks like your email or your password is not right"

  • Password reset

  • Password Reset Error: "This email is not registered with Vensa" 

Login Error: "Oops, looks like your email or your password is not right"

If you are having trouble accessing your Vensa account, and are seeing and error saying "Oops, looks like your email or your password is not right", please action the below checks

1. Ensure you use login.vensa.com to access the patient portal - if you have a bookmark or shortcut set up, ensure this is directing to login.vensa.com, where you can enter your email and password.
2. Ensure you are on the 'I'm a patient' tab on login.vensa.com.
3. Ensure your email address is entered correctly - it has to be the exact same one you entered when first signing up. Check that that you are typing the email address correctly. There usually is a minor, almost unnoticable mis-match between what you are entering and the email address you entered when first signing up. This could be a sneaky extra or missing dot somewhere in the email address or you might be typing abc@gmail instead of abc@googlemail.com etc.
4. Ensure you use the 'eye' symbol to show your password before submitting it so you can see that no typos are present and caps lock is not enabled by accident.
5. If you have recently changed your password, ensure you type in your new password manually instead of relying on your browser fill it in automatically. Your browser will likely have the old password saved which will lead to an error when signing in.
6. Ensure you do NOT use facial recognition to access your account. This form of access frequently offered by mobile phones will cause issues when trying to access your health record/data.
   
   

Password reset

If you have checked the above and are unable to login, you need to use the 'forgot password' button on login.vensa.com or click here to reset your password. We will then send you a password link to your registered email address. Please also check your spam folder should you not receive our link within 5 minutes.

Password Reset Error: "This email is not registered with Vensa" 

If you are seeing an error message saying "This email is not registered with Vensa" when trying to reset your password, it means we were unable to find this exact email address in our active patient database.

• Check that you are on the 'I'm a patient tab' when requesting the password reset.
• Check that that you are typing the email address correctly. There usually is a minor mis-match between what you are entering and the email address you entered when first signing up. This could be a sneaky extra or missing dot somewhere in the email address or you might be typing abc@gmail instead of abc@googlemail.com etc.