About

Notice

FAQ

1. How do I report a problem with Secure Messaging?

Please report any problems as soon as you uncover them. Providing as much detailed information as possible will help our developers understand the cause of the problem and how to fix it. To do so, please contact the My HealtheVet Help Desk by going to our website, www.myhealth.domain, and then click on "Contact Us". The Help Desk staff will forward your report to the appropriate staff for investigation.

2. How do I start using Secure Messaging?

You can use secure messaging from the secure message mobile app after having created your secure message account on the MHV website (www.myhealth.domain). After you have logged into your My HealtheVet account, go to the "Get Care" tab and select "Secure Messaging". The first time you use Secure Messaging, you will be presented with a "Terms and Conditions" screen. At the bottom of the screen, click the button next to the statement "I have read the Terms and Conditions and would like to Opt In" and then click on "Submit".

3. How do I create/send a new message to my VA health care team?

From the mobile app, tap on the "New Message" icon in the upper right corner. A message form will open. Select who you want to send the message to by choosing a name from the "To" drop down list. Select a subject from the "Subject" drop down list and optionally edit the prefilled text in the subject text box. Then type your message in the text box at the bottom and tap "Send" when you are finished. Your message will be moved to the "Sent" folder.

4. How long will it take to get a response to my message?

Your health care team should respond to your message within 3 business days.

5. How do I read a message?

New messages are delivered to your "Inbox" folder. Tap a message in the inbox and it will be displayed.

6. How do I reply to a message?

To reply to a message you have opened to read, tap the "Reply" icon near the "New" icon at the upper right corner and type your message in the text box shown. When you are finished, tap the "Send" button. Your response will be moved to the "Sent" folder.

7. How do I cancel a message?

If you have typed a message in the text box and do not want to send it, tap on the "Actions" button and tap "Delete Draft".

8. How do I save a message as a draft?

To save a message you have created as a draft, tap the "Actions" button and tap "Save Draft". The message will move to the "Drafts" folder. When you want to send the message, open it from your "Drafts" folder, select who you want to send the message to, and tap the "Send" button.

9. How do I delete a message?

You can delete messages from your Inbox, Drafts, or folders created in the "My Folder" section. There are two ways to delete a message.

  1. Tap the “Edit” button and select the message(s) that you want to delete. Then tap the "Delete" button at the bottom. The selected message(s) will be moved to your Deleted folder.
  2. Tap the "Delete" button at the top right corner to delete an individual message while reading it.

10. What is the "My Folder" section?

The "My Folder" section is an area provided to help you organize your messages. You can move messages into folders in the "My Folder" section to help you manage your messages in a way that makes sense to you. These folders are the same across the mobile app and the MHV website.

11. How do I set up a new folder?

You can only set up new folders from the MyHealtheVet website. On the website open the "My Folder" section by clicking on "Add New Folder". When the "Add New Folder" box pops up, type in the name of the folder you wish to add and click "Submit". You can also set up a new folder by clicking "Edit". In the "Add New Folder" section, type in the name of your new folder and click "Submit".

12. How do I change the name of a folder I created?

You can only change the name of a folder from the MyHealtheVet website. To rename a folder located in the "My Folder" section, click on "Edit". This will open a new window that will allow you to rename an existing folder. Click on "Rename" to the right of the folder you wish to change. The "Rename a Folder" pop up box will appear. Type in the new name for the folder in the text box following "Folder Name" and click "Submit".

13. How do I delete a folder I created?

You can only delete folders from the MyHealtheVet website. To delete a folder located in the "My Folder" section, click on "Edit". This will open a new window that will allow you to delete an existing folder. Click on the "Delete" button to the right of the folder you wish to delete. You will be asked if you are sure you want to delete the folder. Click "Yes" if you are sure you want to delete the folder or "No" if you do not want to delete the folder. NOTE: Before you delete a folder, you must first remove all the messages from that folder.

14. How do I move a message to a different folder?

You can move messages between your Inbox, Deleted, and all folders in your "My Folder" section. There are two ways to move a message.

  1. Tap the “Edit” button and select the message(s) that you want to move. Then tap the "Move" button at the bottom and tap a folder name. Selected messages will be moved to that folder.
  2. Tap the "Move" button at the top right while reading a message. Then tap a folder name and the message will be moved to that folder.

15. How do I set up New Message Notification?

You must set up your New Message Notification from the MyHealtheVet. On the website click on "Preferences" in the upper right corner, next to "Help". In the "New Message Notification" box, type in your valid email address. Using the "Notify Me" drop down box, select how often you want to be notified of new messages. Click "Apply". NOTE: you will only be notified that a new message is waiting for you in the My HealtheVet Secure Messaging system; you will need to log into My HealtheVet and retrieve the message through Secure Messaging.

16. How do I stop receiving New Message Notifications?

You must set up your New Message Notification from the MyHealtheVet wesite. To turn off this optional feature, click on "Preferences" in the upper right corner, next to "Help". In the "New Message Notification" box, select "None" from the "Notify Me" drop down box. Click "Apply".

17. How do I stop using Secure Messaging?

You must initiate this from the MyHealtheVet website. If you want to stop communicating with your VA health care provider through Secure Messaging, click on "Preferences" in the upper right corner, next to "Help". In the "Participation Status" box, click on the "Opt Out of Secure Messaging" button. A "Terms and Conditions" screen will appear. Scroll to the bottom of the screen, be sure the "Opt Out" button is checked, and then click "Submit." A confirmation screen will appear. Click "Submit."