Getting the most from your account

If you forget your My Health Account password, simply visit the My Health Account landing page, click on the ‘Log in’ button, then click on the ‘Forgot password’ link. Follow the onscreen instructions and you’ll be guided through how to reset your password. 

You can update both your email address and password by logging into My Health Account. When changing either your email address or password, we will check to confirm that it is you wanting to make the changes by asking you to re-enter your login details. After you’ve updated either your email address or password, we send a confirmation email to let you know the changes have been made. 

Remember you can only change your email address to one that no one else has used to create a My Health Account or a My Health Account Workforce. 

If you forget the email address you used to create your My Health Account, call us on 0800 222 478 or +64 9 307 6155 for support.  

You can update your preferred name by logging in to My Health Account and selecting the ‘Change’ link next to your name on your profile page. After you’ve changed your name, we send a confirmation email to you to let you know your name has been successfully updated. 

After you create your My Health Account, you can add your mobile phone number on your profile page by clicking the ‘Add’ link. When you add your mobile number, you can also choose to have any future two-factor authentication codes sent to your mobile phone, rather than your email address, if that’s easier for you. After you enter these details, we send a one-time verification code by text message to your mobile phone. You need to enter this verification code into My Health Account and then your mobile number will be added to your account. 

We may share your mobile phone number with connected digital health services if they want to use it to get in touch with you. We always ask for your consent first before we share your number with these services. Please see our Privacy statement and read about Connected digital health services for more information. 

If your mobile phone number changes, you can log in to My Health Account and update your number on your profile page. Once you enter your new number, we’ll send a one-time verification code to that number. You need to enter this verification code into My Health Account and then your mobile number will be updated. 

My Health Account offers two options for two-factor authentication – to receive codes by email or by text message. You can update your preferred method at any time by logging in to your My Health Account and selecting the ‘Change’ link. We send you a confirmation email to let you know it has been successfully changed.

A National Health Index (NHI) number is issued to everyone born in Aotearoa New Zealand or to individuals living here that need access to health or disability services. Usually this happens when you enrol with a general practitioner (GP) or access health services. Visitors who receive medical attention while in Aotearoa New Zealand are also given an NHI number. 

You can choose to add your NHI number to your My Health Account. You can do it after you first upgrade your account, or you can log in to your profile page later and choose to ‘Add your NHI number’. Adding your NHI number means you can access more digital health services. If you choose not to add your NHI number, you will not be able to access certain connected digital health services. 

Sometimes when you go to add your NHI number to your My Health Account, you will be asked for more information to make sure we make the correct unique match. 

Only for registered health practitioners 

The Health Provider Index Common Person Number (CPN), or HPI number, is a unique identifier used to link registered health practitioners to their practising information. This includes their name, qualifications, practising status, scope of practice, any conditions on practice, and, in some cases, contact details. 

An HPI number (CPN) can only be linked to a single My Health Account or My Health Account Workforce record. Now that My Health Account Workforce has been introduced, health practitioners are no longer able to add their HPI number (CPN) to their My Health Account.

If you are a registered health practitioner who is currently using My Health Account for work-related purposes and you have previously added your HPI number (CPN) to your My Health Account, you will still be able to view it in your My Health Account. As workforce digital health services migrate, you will be supported to transition across to My Health Account Workforce and your HPI number (CPN) will be migrated at the same time. 

The more actions you take to confirm who you are with My Health Account, the more confident we can be about your digital health identity, and the more connected digital health services you can access.

My Health Account provides a prompt at the top of your profile page, above where your name is displayed, to let you know what next step you need to take to upgrade your account. If nothing is displayed, it means you have successfully upgraded your account to the highest level already. 

If you created your account using RealME Verified, and have added your NHI number to your account, your My Health Account is at the maximum level needed to access all features within My Health Account as well as all connected digital health services. 

If you have completed the identity document check to confirm your identity, you can log back in to My Health Account and complete the healthcare provider check to upgrade your account. If you also add your NHI number, then your account will be at the maximum level needed to access all features within My Health Account as well as all connected digital health services.

My Health Account lets you know what information connected digital health services access when they are linked to your My Health Account. This allows you to make an informed decision about which services you choose to use. The first time you log in to the application, or when the application wants additional information from you, you will be asked to give your permission. 

If you deny permission to a digital health service that wants to access your My Health Account information, you will still have access to your My Health Account. However, you will not be able to access the connected digital health service unless you allow your information to be shared. 

You can view the list of services that you have granted access from your profile page within My Health Account. If you click on the name of each service, you can view what information the application can access. You can revoke a service’s access to your information at any time by clicking on the name of the service and selecting ‘Stop sharing’. 

You can view a list of all connected digital health services on our website. 

If you want to completely delete your My Health Account, call us on 0800 222 478 or +64 9 307 6155. 

Parents can add a child under the age of 12 to their My Health Account. 

Adding a child or children under 12 years to a parent’s account 

To add your younger child or children to your My Health Account, the child or children must: 

• be under 12 years of age 
• have been born in Aotearoa New Zealand 

and you must: 

• be over 16 years of age 
• agree to a legal declaration 
• provide your child’s NHI number 
• provide your child’s New Zealand birth certificate registration number 
• have your name listed on the child’s birth certificate as a parent 

 Before you can add your child or children to your My Health Account, you must either create your account using RealMe Verified or upgrade your account by completing an identity document check followed by the healthcare provider check. You must also add your NHI number to your account. 

After you successfully add your child to your account, you can log in at any time to edit the relationship name or to remove the relationship from your account. 

• If you forget your password or email address, refer to the Your login details – email and password section at the top of this page for instructions on what to do.
• Every My Health Account must be set up with a unique email address. You can’t use the same email address you used to create your My Health Account Workforce (applies only to health workforce members). You also can’t use a shared email address if someone sharing that email address has already set up their My Health Account using that email address. Creating a new email address is quick and easy and there are many free email services available. Contact your Internet Service Provider, as many of them offer an email service as part of your broadband or other subscription services.
• If you don’t receive a verification code, check your Spam or Junk email folder. If there is no verification code email there, click on the link in My Health Account to send a new verification code. If it still does not come through, you may have made an error when you typed in your email address. Try starting the process again and double-check to make sure you type in your email address correctly. 
• If you enter a verification code and it doesn’t work, request another one using the link. Sometimes, email messages can be delayed, especially if you have clicked the link to request a new code more than once.
• If you enter information from your identity document and the verification fails, check that you are entering the information exactly as it appears on your document. If your name contains letters with accents or macrons, type in the letter only without the accent or macron. Our document-checking service does not recognise letters with accents or macrons. 

For support, call us on 0800 222 478 or +64 9 307 6155.