Something not working out on your Vensa account? We've got you - read below for our most common queries:
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My Health Record is not being displayed at all - how can i see all my details?
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I have had a blood test recently - where can I see my results?
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I have forgotten my password and can't log in - How do I get a new one?
❔ My legal name or email has changed - Who do i contact?
Step one: Get in touch with your medical centre as they need to update your patient file first.
Step two: Send and email to support@vensa.com with your previous name/email and the new one so we can match this up.
❔ My mobile number has changed - what do I do?
Step one: Log in to your Vensa.com account and head to the "settings" section. Choose the "Security" menu and click on your current number. After you changed you number, a code will be sent to your mobile. Once you enter the code on your portal, the new number is verified.
Step two: Please also consider letting your medical centre know your new number so they can get in touch with you when needed.
❔ I try to request a repeat script on my computer, but the screen 'freezes' or there is no 'next' button.
Step one: This error is due to a setting on your computer which zooms into the website. To resolve this, log in your Vensa.com and navigate to the 'request a script' section. Click through all the way to the screen where you can select the medication you need.
Step two: On your computer keyboard, locate the key 'CRTL' at the bottom left. Also locate the hyphen-minus key (usually located next to the zero key).
Step three: Press the CTRL-key and, while holding it, press the minus-hypen key a few times. Each time you press the minus-key the website will decrease in size (zoom out). Press minus until you are able to see the blue 'next' arrown on the bottom right of the script request page.
Tipp: Should you need to increase font size or zoom in again for better readability, you can use the 'CTRL' botton along with the plus-key +. Each press of the plus-key will increase the zoom (but bear in mind it might cut off some of the information on the screen).
❔ I cannot book an appointment or order a script.
Step one: Go on "Practices" and ensure your medical centre is listed there. If not, click on "add a practice" and find your medical centre.
Step two: Head on your "Settings" tab. If you do not have one, contact your practice and ask them to verify your account. If you do have a Settings tab, head on there, on top should be your name and details - ensure that it says "Identity Verified". If you are not verified yet, please ask your clinic team to verify you online. They will log in to their own Vensa clinic account and verify your identity to give you access.
Step three: Check when you have been to your last appointment. To request a script online, you will usually need to have been in to the clinic for an appointment within the last 3-12 months (depending on practice policy).
Step four: Check with your medical centre if they are currently offering appointment or script service online. Also enquire if your enrolment and funding status is currently eligible for this service and which email address they have on file for you (it needs to match the email address you use for your Vensa log in).
Step five: If all of the above have been checked, please get in touch with us on enquiries@vensa.com and outline your issue (include screenshots where possible).
❔ My Health Record is not being displayed at all - how can i see all my details?
Step one: Go on "Practices" and ensure your medical centre is listed there. If not, click on "add a practice" and find your medical centre.
Step two: Head on your "Settings" tab. If you do not have one, contact your practice and ask them to verify your account. If you do have a Settings tab, head on there - on top should be your name and details - ensure that it says "Identity Verified". If you are not verified yet, please ask your clinic team to verify you online. Ensure they have the same email address one file for you as you are using to log in to your Vensa account.
Step three: On your "Settings" tab select "Privacy" to check you have given consent for Vensa to display your data. In order for Vensa to display the record your practice hold about you, all consent toggle buttons need to be set to green.
Step four: Get in touch with your medical centre and inquire if they are currently offering an online health record for their patients. Also enquire if your enrolment and funding status is currently eligible for their portal offering.
Step five: If all of the above has been checked and you still cannot see your record please get in touch with us and send us details of your issue on enquiries@vensa.com (inlcude screenshots where possible).
❔ I have had a blood test recently - where can I see my results?
Step One: Log in to your Vensa Health account by clicking here or enter login.vensa.com into your browser. Once you logged in, on your computer head to the left hand side menu and select "Health Record" and within this menu the section "Lab Results". On your mobile device, once logged in, scroll to top bar to the right. You should see options like "My Health Feed - Appointments - Prescriptions - My Health. Select "My Health" and within this menu "Lab Results.
If you can see no blood work at all, not even results from a while ago, then follow the above steps on the question "My Health record is not being displayed at all".
Step two: If you can see some blood results, but not the new ones yet, your blood results might not have come back to your GP yet. While some blood tests may only take a few days, others can take 1-3 weeks to process.
❔ I have forgotten my password and can't log in - How do I get a new one?
Click here to reset your password or copy and paste this address into your browser https://login.vensa.com/forgot-password?type=patient. We will then send you a password link to your email. Please also check your spam folder should you not receive our link within 5 min.