Help & FAQ

Sign up whenever you like. You create your own record with your name and date of birth, and it is yours from the first minute: add results and documents you already have, and connect a provider when you choose to.

If a practice adds you, they use the email address on your chart. Use the same address when you sign up and the two connect to one record, whichever happens first. A practice may also send you an invitation with a temporary password; sign in with it and replace it right away.

Ask the office for a copy. You have the right to one, and offices are used to the request; what slows it down is not knowing what to ask for. Our records request page lists what to ask for and, for the common office systems, where it is in their software. When the files arrive, sign in and drop them into Records.

If you expected a practice’s records and see none, the address you signed up with usually doesn’t match the one on your chart: a work address instead of a personal one, or a typo. Ask the practice which address they have, then email support@mydxhub.com and we will connect the two. Anything you add yourself is there regardless.

No. A secure report link opens without signing in, for as long as the link is live. An account is what gives you the full picture: every result, trends over time, and control over who else can see them.

Two ways. When a practice orders a test, it collects the sample and sends the kit to the laboratory; when the laboratory finishes, its report arrives in your record. Or you upload a lab report you already have. Either way each result is listed on its own, with its normal range, which is what lets you see a trend when you retest.

For a practice-ordered test, the practice is notified so a provider can review it, and once a report is generated you get an email with a link to sign in and read it. Turnaround depends on the laboratory and on the review, so we can’t promise a date. For a report you upload, the results are in your record as soon as we can read the document.

Three times, and only about your own care:

• A welcome message when a practice adds you to its records.
• A report-ready message when a report is generated for you.
• A retest reminder about three months and about six months after your most recent sample was collected.

We never send marketing email about your health information, and we never sell it.

Each biomarker has a plain-language explainer: what it is, why it matters, what an elevated value suggests, and what your provider may do about it. Start with the biomarker guide, or jump straight to the ones patients ask about most: P. gingivalis, MMP-8 and IL-6.

These pages explain the measurement. They can’t tell you what it means for you. That conversation belongs with your provider, who can see the same result you’re looking at.

Contact your practice first. They and their laboratory created the result and are the only ones who can clinically correct it. myDxHub does not alter diagnostic values.

Email support@mydxhub.com at the same time with your name, the result date and what looks wrong. We will check what the platform is showing against what the lab sent, make sure your practice has the request, and tell you what changed. Your patient rights page covers what happens if a practice disagrees with a correction.

Yes, yourself, at any time. Go to Privacy & Access → Export My Records and choose Download my records. You get one folder with your report PDFs, your images, the original lab documents and a short note explaining each file, together with a plain list of your profile, every result and value with its normal range, your report history and the providers connected to your care.

If you only want the data, or a copy another clinic’s software can load, those are the other two buttons. You never need anyone’s approval.

The providers on your care team, listed by name under Privacy & Access → Who Has Access. Your practice’s staff can see your name, your test kits, and that a record exists (which lab, which file, when), and they can add records for you; they cannot open your results, reports or images. Providers at the practice where an X-ray was taken can see that X-ray. myDxHub’s own administrators run the platform, not your record: they can see that a record exists (which lab, which panel, when) but not what it says. If one of them has to open the record itself, to look into a problem you reported, say, they must give a reason first. You get an email, and the reason appears beside their name in your access history.

Nobody else. You can check this yourself: when someone signed in opens your results, reports, X-rays, biomarker history or a full export of your record, it is recorded under Who Viewed My Records, with their name, their role, what they opened and when, administrators included. Your own visits are in there too, labeled as yours.

Lists that show your name rather than your records are in the log too, in their own words: when your practice’s staff or a provider opens their list of patients, or a myDxHub administrator opens the directory used to find an account (your name, email, date of birth and practice), the line says they saw your name on a list. What the log does not itemise is your practice’s tracking of your test kits. Opening your actual clinical records is what puts a line naming that record in your log.

Sign in, open Privacy & Access, find the provider under Who has access, and choose Stop access. It takes effect immediately and closes the connection: nothing new is shared, and anything they never opened is withdrawn. You can restore it just as quickly, and stopping access never deletes anything.

The confirmation tells you what stopping access will and will not cover for that specific person. Three limits are worth knowing in advance: what a provider already opened, they keep for a limited time — the same way they would if you had handed them a printout, and your access log shows exactly what that was; practice staff still see your name, your kits and that a record exists, though they cannot open your results, reports or images; and a myDxHub administrator can still open a record with a stated reason, which you are emailed about and which appears in your access history. You can also allow a provider only some kinds of record — dental but not bloodwork, say — from the same screen, without removing them from your care team. The patient rights page explains each one.

From a report in your record you can create a secure link and send it to anyone: a specialist, your physician, a family member. They open the report without signing in.

A link stays live for 30 days from the moment you create it, not from the date of the report. You can switch it off sooner from Privacy & Access → Share my records, which also shows when each link was first opened. Turning a link off is immediate: the address stops working for everyone holding it.

Treat a link like a key: anyone who has it can open that report while it is live. Turn it off once the recipient has what they need.

An expired link, a link you turned off and a link that never existed all show the same “no longer available” page, so a stranger guessing at addresses learns nothing. If the recipient still needs the report, create a fresh link and send that.

No. Share-link views are tracked under Share my records, which records when a link was first opened but not who opened it. The recipient never signs in, so there is no identity to record. Who Viewed My Records covers signed-in reads of your clinical records only.

Your record stays yours and moves with you — and nothing changes on its own when you switch practices: your old care team keeps the access you granted until you stop it. Once you do, the connection closes — nothing new is shared, and anything they never opened is withdrawn. What they had already opened by then, they keep for a limited time, the same way they would if you had handed them a printout, and your access history shows exactly what that was. Owning the practice does not change any of this.

You can remove old providers from your care team yourself, and export everything to bring to your new practice. If you want help with a transfer, email support@mydxhub.com.

After 30 minutes without activity we sign you out, with a warning at 25 minutes. These are health records, and a record left open on a shared or borrowed device should not stay open. Signing back in returns you where you were.

Use Forgot password on the sign-in page. We email a reset code to the address on your account. If that address is no longer one you can reach, email support@mydxhub.com. We will verify who you are before changing anything.

Email support@mydxhub.com from the address on your account and ask us to close it. Download your records first if you want to keep a copy; we remove them from myDxHub within 30 days of closing the account. Your practice keeps its own copy of what it created, and your access history is kept for the period health privacy rules require.

No. We do not sell personal or health information and we do not use your health information for advertising. The Privacy Policy sets out every case where information is shared at all.

Online ordering is not open at the moment. Email support@mydxhub.com with your practice name and what you need, and we’ll arrange it directly. Use the same address to check on an order you have already placed, with your order number.

When the laboratory returns a report, myDxHub turns it into individual results on the patient’s chart and emails the ordering provider and your active staff. From there a provider reviews it and generates the patient report, which is what notifies the patient.

If a lab document cannot be matched to a patient or read, it is held for review and our team is alerted, and your staff can see recent lab documents received for your practice.

A practice administrator invites providers and staff by email; each person completes sign-up with the practice’s six-character practice code, which is what ties their new account to your practice. You can issue a new code at any time if one is shared too widely.

For a walkthrough, email support@mydxhub.com with your practice name, or read the practice guide.

Everything clinical you can see about them, plus the record of who viewed it. They can stop a provider’s access and export their own data without asking anyone. It is worth saying out loud at the chair, because it is the reason patients open this record when they have ignored every other portal. The other half is yours: anything you opened while you had access stays open to you for 30 days even after a patient ends it, and every time you open a record it appears in the patient’s access history. The tour of your record is built for exactly that conversation.

Email support@mydxhub.com. One inbox, routed to the right person: patients, practices, orders and security reports all start there. The contact page lists what to include for each.

We read every message and reply as quickly as we can. Please don’t send urgent clinical questions by email, and please don’t include other people’s health information.

Tell us. Email support@mydxhub.com with “Accessibility” in the subject line and describe what you were trying to do. Our accessibility statement says what works today, what we know does not yet, and how we get you your information another way in the meantime.

Please report it. Email support@mydxhub.com with “Security” in the subject line. Include enough detail to reproduce the issue, and no patient data.