Question 1

Why do I need to register and create an account?

Accepted Answer

By creating an account you can message us securely and we’re able to keep all your health information in one place.

It’s important you don’t share your account with anyone else and that you only create a single account. If you create a second account it’s likely to delay your care. If you’ve forgotten your password we provide a simple-to-use password reset process. If you’re still locked out of your account or can’t remember your details, you can always get in touch with us at hello@myya.health

Question 2

What do I need to do to prove my identity?

Accepted Answer

Our regulator the Care Quality Commission requires us to confirm your identity. We do this by asking you to take a selfie and a photo of a document that has your name on it. You only do this once. When you return for a new visit or follow-up, we’ll have your identity checked already.

Please make sure that you have your valid photo ID to hand. You’ll then be prompted to take a photo of yourself (a selfie) to be used as a comparison against the photo on your ID.

We can accept:
 • Passports
 • Photo Driver’s Licenses
 • National Identity Card

We’re can’t accept anything other than valid photo ID, which means we're unable to accept the older paper form of a driver’s license.

For children & teens, we need to confirm you are the child’s legal guardian. You will be asked to show on video and upload a photo of one of these documents:
 • Full or long-form birth certificate
 • Formal adoption papers or certificate

Your child will need additional ID (red book, student ID, etc).

It’s important that the document includes your name as the parent or legal guardian. We will check that your account details match the certificate.

It’s really important that you tell us your correct name, date of birth, and health details so that we know who you are and we can make the right healthcare decisions.

Question 3

How do I reset my password?

Accepted Answer

If you go to our log in page you can reset your password so long as you have access to the email address you registered with.

Question 4

Can I create an account or book an appointment over the phone?

Accepted Answer

We need you to read all the information we provide online so you’re not able to create an account over the phone by calling us.If you’re visually impaired you could consider asking someone to help you with this step. You can also look at the FAQ question on accessibility.

Our patient support team can book appointments over the phone If you don’t have an account or you aren’t yet verified, a member of the team can help guide you through the process.

Please reach out at hello@myya.health and we can connect you.

FAQs