FREQUENTLY ASKED QUESTIONS

My Medicover Account is the application that offers you the most complete range of advantages: permanent access to your medical record, to the platform for clinic appointments and telemedicine, access to medical advice from a Medicover specialist, and many other features.

For full access to My Medicover Account you need to fill in an application form available at the reception of Medicover clinics. On the basis of the completed form, you will receive from the reception operators the access data for logging into My Medicover Account: patient number - MRN and password that you can change later.
You can access your account immediately after activation by filling in the data received from the clinic: Unique MRN and password on the authentication page.

If you cannot get to one of the Medicover clinics, we offer you the possibility to open an account with partial access to My Medicover Account.

For partial access, you need to fill in the online form available on the Register in My Medicover Account page, and in a few moments, you will receive your patient number - MRN - at your e-mail address. Your account can be accessed immediately on the authentication page, using the MRN number you received by e-mail and your CNP in the password field.
In the limited access version of My Account, you can book appointments online, but you will not be able to consult your medical history.
On the occasion of your first visit to one of the Medicover clinics, you can ask for the application form at the clinic reception and you will be able to use the extended version of My Medicover Account with full access to all the benefits of the application.

My Medicover Account can also be activated for minors by the parent or legal representative of the minor who must go to one of the Medicover clinics and fill in the application form to activate the account or fill in the online form with the identification data of the minor by accessing the link: Registration in My Medicover Account for limited access to My Account. If there are several minors or beneficiaries on the contract, the application form must be completed for each of them.

If you have forgotten your password, you can access the "Forgot password" option within the My Medicover Account login page where you must enter your MRN and email address to obtain a password reset link. The e-mail address entered must match the e-mail address registered in the Medicover IT system.

You can update or change your home address, email address or phone number directly from My Account in the My Profile section. For changes to your last name, please present yourself at the Medicover clinic reception with an ID.

Updating your consent to the processing of personal data for marketing and feedback purposes can be done after logging into your Medicover My Account in the My Profile - Update Consent section.

To deactivate your My Medicover Account send a request to deactivate your account to the following e-mail address: feedback@medicover.ro.
The request must contain: First Name/Last Name and MRN.

In order to cancel a scheduled appointment within My Medicover Account application, you need to log into My Medicover Account application with your MRN and the associated password (access to the full version of the application). You must access the menu Visits - My Visits. In My Visits window you need to filter by the type of visit "Scheduled", after filtering the results, choose the appointment you want to cancel and click on the "More" menu on the right of the appointment and choose the "Cancel appointment" option. In the confirmation window you have to click "Cancel" and the planned appointment will be cancelled.

The web version of the My Medicover Account web application can be accessed via a web browser on your digital device. The web browsers compatible with My Medicover Account application are the following:

• Google Chrome
• Mozilla Firefox
• Apple Safari
• Microsoft Edge
• Opera
• Brave

If you are having problems with your browser displaying the correct functionality within My Medicover Account web application, there are a few basic solutions you can try. First, you can try disabling add-ons/extensions that might be the culprit. Secondly, you can try changing your browser's internet settings. For example, you can try changing the way you connect to the internet or clearing your cache and cookies. Third, you can reload the page to see if the problem persists. If the problem persists and you are unable to resolve it yourself, you can report the problem to the following e-mail address: feedback@medicover.ro.

In the login page of My Medicover Account you have the option "Forgot your MRN". Enter the required information in the newly opened page and you will receive an email with the MRN associated to your account as soon as possible.

In the My Medicover Account application you can access the following features:

• Book appointments at the Medicover clinics;
• Book MediCall telemedicine appointments;
• Cancel appointment;
• View history - My Visits;
• Results of tests and investigations - patient's medical history including results of tests carried out, existing referrals, completed or not;
• Ask a Doctor - allows communication via a chat window with the doctor within 7 days of a consultation by that doctor;;
• View invoices if you have purchased a medical subscription for yourself or a family member.

In the Invoices section you have the following options:

• View individual subscription invoices (for individuals);
• Access outstanding subscription invoices and their details;
• Access outstanding balances in order of due date;
• Online payment of outstanding balance / outstanding invoices;
• Secure online payment via PayU.

In My Account, section Consultations, from the menu you can book appointments for consultations in Medicover clinics, and consultations for telemedicine through MediCall service.

• To book a consultation in the clinic you must select:
  • The city where you would like the appointment to take place;
  • The specialty you wish to book the appointment for.

If the speciality you wish to book an appointment for is not listed or if you have any doubts regarding the selection of the speciality, you can contact the Medicover Call Center at 021 9896.

• To book a telemedicine consultation – MediCall you can access the following information resources:
  • MediCall info page;
  • Information from “My Medicover Account” application;
  • the Doctors section of the website.