Account & Profile#

To delete your account, use our contact form and send your message from the email address registered to your account. We'll remove your login and personal contact information from our server.

Important to know:

• Your health record itself is kept for 7 years in our Electronic Medical Record. This is required by Canadian medical record-retention rules (PHIPA in Ontario, PIPA in BC, and federal PIPEDA) and applies to every healthcare provider in Canada, not just TeleTest.
• After deletion, you'll lose access to past results and consultations in the portal. If you want copies for your records, download them before requesting deletion.
• If you ever want to use TeleTest again, you'll need to create a new account from scratch.

You can update most profile information directly in your patient portal under Profile or Account Settings.

If you need to change something that affects your medical record (like your legal name or date of birth), use our contact form and send your message from your current registered email. We may ask you to confirm your identity before making the change.

Use our contact form and include the following information so we can locate your account:

• Your full name
• Your date of birth
• The last three digits of your provincial health card (if you have one)
• Approximately when you first used TeleTest

We'll confirm your identity and either send you a password reset link to the correct email or help you transfer your record to a new email if needed.

We recommend one account per patient. Keeping all your tests, consultations, and prescriptions in a single record makes your care safer and easier to follow.

If you accidentally created a duplicate (e.g., signed up with a second email by mistake), use our contact form and we can help merge them.

If you're trying to access TeleTest for someone else (e.g., a partner or family member), each person needs their own account in their own name. TeleTest accounts are not shareable.

A few things to try, in order:

1. Check your spam or junk folder. Sometimes the reset email is filtered there. While you're in there, mark any TeleTest emails as "not spam" so future emails come through.
2. Confirm the email you're entering matches the one on your account. A typo (e.g., .con vs .com) prevents the email from being sent.
3. Add our sending addresses to your safe senders list: info@teletest.ca and support@teletest.ca. See Ensure You Receive Email for instructions per email provider.
4. Try a different browser or a private window. Some browser extensions or session settings can interfere with reset links.
5. Still nothing after 10 minutes? Use our contact form and we'll investigate. Include the email address you were trying to reset so we can check.

This typically happens when you have an old account under a different email and need to update or merge it.

You can continue without entering your provincial health card for now (leave that field blank). Then, use our contact form and include:

• Your old email address
• The last three digits of your health card
• Your birthdate (month and year)

We'll find your existing record and update your current profile so your history isn't lost.

Accounts are deactivated for one of the following reasons:

1. You requested that we deactivate it.
2. You provided false information to a clinician or staff member.
3. You violated our terms of service or privacy policy.
4. You used abusive, threatening, or harassing language with our staff. Our team is entitled to a safe, intimidation-free workplace, and this is protected under federal law.

If you believe your account was deactivated in error, use our contact form to explain the situation and we'll review.

The health card field in the TeleTest registration form is designed for the provincial health card of the province where TeleTest operates: OHIP in Ontario (10 digits) or the BC Services Card in BC.

If you have a UHIP card, an iMED card (international students in BC), a health card from another province, or no health card at all, please leave the health card field blank and continue with your registration. You can still order test panels and receive lab requisitions - you'll just pay the lab directly for uninsured testing and submit the receipt to your insurance for reimbursement if applicable.