Help & FAQ

It starts at your practice. Depending on how they set you up, you will get one of two emails: a welcome message inviting you to create your own account, or an invitation with a temporary password to sign in with and replace immediately.

Either way, use the same email address your practice has on file. Matching that address is exactly how your account gets connected to your records, including if you sign up first and your practice adds you afterwards. Nothing is lost in that order; your records attach when the practice enters them.

Almost always, the address you signed up with doesn't match the one your practice has on file: a work address instead of a personal one, or a typo. Ask your practice which address is on your chart, then email support@mydxhub.com and we will connect the two.

No. A secure report link opens without signing in, for as long as the link is live. An account is what gives you the full picture: every result, trends over time, and control over who else can see them.

Your practice collects the sample and sends the kit to the laboratory. When the lab returns the result, myDxHub reads the report and turns it into structured biomarker values attached to your record. That is what makes trends and scores possible.

At that moment your practice is notified so a provider can review it. Once your provider generates your report, you get an email with a link to sign in and read it. Turnaround depends on the laboratory and on your practice's review, so we can't promise a date. Your practice can tell you what to expect for the test you took.

Three times, and only about your own care:

• A welcome message when your practice adds you.
• A report-ready message when your provider generates a report.
• A retest reminder about three months and about six months after your most recent sample was collected.

We never send marketing email about your health information, and we never sell it.

Each biomarker has a plain-language explainer: what it is, why it matters, what an elevated value suggests, and what your provider may do about it. Start with the biomarker guide, or jump straight to the ones patients ask about most: P. gingivalis, MMP-8 and IL-6.

These pages explain the measurement. They can't tell you what it means for your mouth. That conversation belongs with your provider, who can see the same result you're looking at.

Contact your practice first. They and their laboratory created the result and are the only ones who can clinically correct it. myDxHub does not alter diagnostic values.

Email support@mydxhub.com at the same time with your name, the result date and what looks wrong. We will check what the platform is showing against what the lab sent, make sure your practice has the request, and tell you what changed. Your patient rights page covers what happens if a practice disagrees with a correction.

Yes, yourself, at any time. Go to Privacy & Access → Export My Records and choose Download my records (ZIP). The archive holds your report PDFs, your X-ray images, the original lab documents and a README that explains each file, together with a structured file of your profile, every lab result, every biomarker value with its reference range, your report history and your provider relationships.

If you only want the data, choose the JSON version instead. If another system needs to read it, choose the FHIR R4 bundle. None of them needs anyone's approval.

It is a single 0–100 summary of one test, where higher is healthier. Each biomarker in the result is compared against its laboratory reference limit, and those comparisons are grouped and weighted: periodontal pathogens count for most of the score, inflammatory markers next, enzymatic markers last. Within the pathogen group, the “red complex” bacteria most strongly tied to severe gum disease carry the most weight.

The score is shown with a band (Excellent, Good, Fair, or Needs attention), so the number always arrives with words attached.

No. It is a way to see one test at a glance and to notice movement between tests. It does not know your gum measurements, your X-rays, your medical history, or anything your dentist observed in the chair. A score can look fine while something needs attention, and a low score is not by itself a diagnosis of disease. Bring it to your provider.

Because a score is only calculated when a result actually contains the biomarkers it is built from, with usable reference limits. Some panels test for other things. Your individual biomarker values are still there in full. The summary number just isn't meaningful for that panel.

Not on its own. Values move with treatment, timing, sample quality and normal biological variation, and a single point either way is not a trend. What's useful is the direction across several tests, alongside what your provider sees clinically. Ask them to look at the trend with you.

The providers on your care team, listed by name under Privacy & Access → Who Has Access. Your practice's staff can see your name and your test kits so they can manage your account and orders. Providers at the practice where an X-ray was taken can see that X-ray. And myDxHub's own administrator accounts can open any patient's results, reports and X-rays, to support and protect accounts. You cannot switch that off, and we would rather tell you than let you assume otherwise.

Nobody else. For the clinical part you don't have to take our word for it: when someone signed in opens your results, reports, X-rays, biomarker history or a full export of your record, it is recorded under Who Viewed My Records, with their name, their role, what they opened and when, administrators included. Your own visits are in there too, labelled as yours.

What the log does not itemise is the screens that show your name rather than your records: your practice's staff view of your account and kits, and the internal directory administrators use to find an account, which lists your name, email, date of birth and practice. Opening your actual clinical records is what puts a line in your log.

Sign in, open Privacy & Access, find the provider under Who Has Access, and choose Revoke access. It takes effect immediately and closes the connection: nothing new is shared, and anything they never opened is withdrawn. You can restore it just as quickly, and revoking never deletes anything.

The confirmation tells you what the revoke will and will not cover for that specific person. Three limits are worth knowing in advance: what a provider already opened, they keep for a limited time — the same way they would if you had handed them a printout, and your access log shows exactly what that was; practice staff still see your name and kits, though not your results or imaging; and myDxHub administrators keep support access to your clinical records, with their opens logged like everyone else's. You can also allow a provider only some kinds of record — dental but not bloodwork, say — from the same screen, without removing them from your care team. The patient rights page explains each one.

From a report in your portal you can create a secure link and send it to anyone: a specialist, your physician, a family member. They open the report without signing in.

A link stays live for 30 days from the moment you create it, not from the date of the report. You can switch it off sooner from Privacy & Access → My Share Links, which also shows when each link was first opened. Revoking is immediate: the address stops working for everyone holding it.

Treat a link like a key: anyone who has it can open that report while it is live. Revoke it once the recipient has what they need.

An expired link, a revoked link and a link that never existed all show the same “no longer available” page, deliberately, so a stranger with a guessed address learns nothing. If the recipient still needs the report, create a fresh link and send that.

No, and we'd rather say so than imply otherwise. Share-link views are tracked under My Share Links, which records when a link was first opened but not who opened it. The recipient never signs in, so there is no identity to record. Who Viewed My Records covers signed-in reads of your clinical records only.

Your record stays yours and moves with you — and nothing changes on its own when you switch practices: your old care team keeps the access you granted until you revoke it. Once you do, the connection closes — nothing new is shared, and anything they never opened is withdrawn. What they had already opened by then, they keep for a limited time, the same way they would if you had handed them a printout, and your access log shows exactly what that was. Owning the practice does not change any of this.

You can remove old providers from your care team yourself, and export everything to bring to your new practice. If you want help with a transfer, email support@mydxhub.com.

After 30 minutes without activity we sign you out, with a warning at 25 minutes. It is a blunt protection and an intentional one: these are health records, and a portal left open on a shared or borrowed device shouldn't stay open. Signing back in returns you where you were.

Use Forgot password on the sign-in page. We email a reset code to the address on your account. If that address is no longer one you can reach, email support@mydxhub.com. We will verify who you are before changing anything.

No. We do not sell personal or health information and we do not use your health information for advertising. The Privacy Policy sets out every case where information is shared at all.

Online ordering is not open at the moment. Email support@mydxhub.com with your practice name and what you need, and we'll arrange it directly. Use the same address to check on an order you have already placed, with your order number.

When the laboratory returns a report, myDxHub parses it into structured biomarker results against the patient's record and emails the ordering provider and your active staff. From there a provider reviews it and generates the patient report, which is what notifies the patient.

If a lab document can't be matched to a patient or parsed, it doesn't disappear quietly: the myDxHub team is alerted and the document is held for review, and your staff can see recent ingestions for your practice in the platform.

A practice administrator invites providers and staff by email; each person completes sign-up with the practice's six-character practice code, which is what ties their new account to your practice. Codes can be regenerated if one gets loose.

For a walkthrough, email support@mydxhub.com with your practice name, or read the practice guide.

Everything clinical you can see about them, plus the record of who viewed it. They can revoke a provider's access and export their own data without asking anyone. That is deliberate, and worth saying out loud at the chair. The other half is yours: a record you opened while you had access stays yours to open for a limited period even if access is later revoked — retention follows what you actually opened, and every open lands on the patient's access log. The portal walkthrough is built for exactly that conversation.

Email support@mydxhub.com. One inbox, routed to the right person: patients, practices, orders and security reports all start there. The contact page lists what to include for each.

We read every message and reply as quickly as we can. Please don't send urgent clinical questions by email, and please don't include other people's health information.

Tell us. Email support@mydxhub.com with “Accessibility” in the subject line and describe what you were trying to do. Our accessibility statement says what we have built so far, what we know is still rough, and how we get you your information another way in the meantime.

Please report it. Email support@mydxhub.com with “Security” in the subject line, or use the details at /.well-known/security.txt. Include enough detail to reproduce the issue, and no patient data.