Try the following steps below to troubleshoot this issue:

1. Clear your browser cache and cookies

2. Try using another browser and/ or Incognito or In Private window

3. Check your browser extensions
Some extensions could interfere with secure connections. Users can try temporarily disabling them to see if they can pass through the website as expected.

4. Update your browser
Having an up-to-date browser and/or operating system can ensure an optimal experience.

5. Check your antivirus software and VPNs
Some antivirus software and Virtual Private Networks (VPNs) can block the website's security certificate. Users can try temporarily disabling them to see if they are allowed to pass through the website as expected.

6. Check your devices data and time
In some cases, having an inaccurate date and time on your computer can cause the "Your connection is not private" error. Make any necessary changes in your computer's date and time settings.

Your health history should now be up-to-date in your athena patient portal. As this transition was completed, we offered read-only access to our previous EHR and patient portal, My Health Record. You can continue to access My Health Record through September 30, 2025. Log in here >

After September 30, additional records requests will need to be submitted to our Medical Records department with an "Authorization to Release Medical Information" form. Learn more here >

Please follow the steps below:

1. Check your junk or spam folders.
2. Check to be sure you are entering your email correctly.
3. Athena can only verify your identity if you use the same email address you have on file with NWPC. If you use multiple email addresses, be sure you are registering with the correct email address. If you would like to change the email address we have on file for you, you will need to come in-person to one of our clinic locations so we can verify your identity. You can stop by the front desk of any of our locations and ask to update your email address—no appointment necessary. Please bring government-issued photo identification.
4. If you are using a unique email domain (such as one linked to a personal website), there may be an issue with your email service provider and receiving encrypted emails. Athena has enhanced email security via a third-party encryption system called TLS v.1.3 in order to keep your personal information secure. This means that emails from athenaOne may fail to deliver to the intended recipients if the email provider's servers are not configured to use TLS v.1.2 or v.1.3. Most major email providers, such as Gmail, iCloud, and Microsoft, can receive encrypted email and are unlikely to block these emails from athenaOne.
   • If you are using a unique email domain and would like to change the email we have on file for you, you will need to come in-person to one of our clinic locations so we can verify your identity. You can stop by the front desk of any of our locations and ask to update your email address—no appointment necessary. Please bring government-issued photo identification.
5. If you are still experiencing issues, please call our Patient Tech Support Voicemail line at 503.353.1250.

Please follow the steps below:

• 1. Double check that you have entered your personal information correctly. If you find an error, try registering again.
  2. Call our Patient Tech Support Voicemail at 503.353.1250.

To use the same email address for the Patient Portal, patients must choose one person to be the Patient Portal account owner and add the second person as a family member. The Patient Portal account owner has access to both patient records when logged on to the Patient Portal.

For each patient to be the owner of a Patient Portal account, each patient must establish his or her own account using a unique email address. Then, you can grant access to another patient portal following the steps in the Patient Portal Troubleshooting item "I want to request access for a spouse or (non-child) family member to be able to access my patient portal."

Our staff can grant access for a parent to view their child’s patient portal. We will need to verify your identity in-person (we will not be able to verify identity over the phone or via email/secure message). This can be done at any of our clinic locations with no appointment necessary. Just stop by the front desk and let them know you’d like to access your child’s patient portal. Please bring government-issued photo identification.

Please follow the steps below:

1. 1. Log in to your Patient Portal account.
   2. Click My Profile > Family Access. The Family Access page appears.
   3. Click Invite Family Member. The Invite Family Member page appears.
   4. Enter demographic information about your family member:
      1. First name
      2. Last name
      3. Relationship to you
      4. Email address
      5. Access level — Select “Full” or “Billing only.” A user with billing-only access can see only billing information, not health information.
      6. Date of birth
      7. Phone number
      8. Is this a mobile phone — Select Yes or No
   5. 5: Click Invite. Your family member receives an email invitation to access your Patient Portal.

The spouse or family member must also be a patient at NWPC. Please follow the steps below:

1. Log in to your Patient Portal account.
2. Click My Profile > Family Access. The Family Access page appears.
3. Click Add Patient.
4. Enter the family member’s information:
   • First name
   • Last name
   • Email address (if family member does not have an email address, select “No email address”)
   • Date of birth
   • Phone number
   • Your relationship to patient
5. Click Continue.
6.  The Patient Portal sends a temporary passcode to the patient you are requesting access to. You will be asked to select how this passcode should be sent: email, call, or text message (these options depend on the patient contact information that is on file with the practice).
   • Please note: By sending the temporary passcode to the patient, we inform the patient of your request to obtain access to his or her Patient Portal account. By giving you the temporary passcode, the patient consents to your receiving access.
7. Click Send Code.
8. Enter the temporary passcode that the patient received by email, phone call, or text, and then click Continue. You can now access your family member's information using your own Patient Portal account. The Family Access tab of the My profile page shows this access.

You can use the same account information for both practices. When you navigate to NWPC’s patient portal login page, enter your login credentials from your previously established athena portal. You should be prompted next to link your accounts.
Once your accounts are linked, be sure and save the URL for NWPC’s portal to your device (as well as your other practice’s URL). The URL you login with will show you the patient portal for that specific practice.

At your first appointment, our front desk staff can register you for the portal. Once you have established care (after your first appointment), you can register for the portal using the “Patient Portal” link on the NWPC website.

Please call our Patient Tech Support Voicemail at 503.353.1250. Please leave a detailed message and include your first name, last name, and how we can contact you.