Need Support?

Thank you for using My Patient Solutions.

If you need immediate assistance registering for an account or submitting a patient enrollment, please call 1-866-4 ACCESS to speak with a Genentech Access Solutions support representative.

Forgot your user name?

Your user name is the work email address you provided when registering for a My Patient Solutions account. If you are not sure which email address you used, please call 1-866-4 ACCESS.

Which internet browsers are supported?

Genentech Access Solutions recommends that you use one of the following browsers:

  • Apple Safari - 6.x and 7.x
  • Internet Explorer - version 9.x and 10.x (except Compatibility View)

Internet Explorer Compatibility View

  1. Open the Internet Explorer browser
  2. Click the Tools menu at the top and verify there is not a check mark next to Compatibility View
  3. Click the Tools menu at the top and select Compatibility View settings
  4. In the Compatibility View settings window, enter under "Add this website:" and click Add
  5. In the Compatibility View settings window, verify all 3 checkboxes are unchecked and click Close
  6. Close the Internet Explorer window and reopen for the settings to take effect

What do I do if I am not seeing information for one of my patients?

To find the status for one of your patients:

  1. Log in to My Patient Solutions
  2. Click on the "My Patients" tab
  3. Select the "Open Cases" sub-tab
  4. Enter the patient's name in the "Find Patient" search field

If you still can't access your patient's information, please call 1-866-4 ACCESS.

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