Reset your password or unlock your account

Mira
Mira
Updated

If you know your patient portal username but can’t sign in, you may need to reset your password or unlock your account. This guide applies to Brookhaven Hospital and Alchemilla Hospital portal accounts.

Use this article if your password is not working, your account was locked after too many failed sign-in attempts, or you received a message that unusual activity was detected.

Note: Password reset and account unlock services may be delayed during lake fog advisories, townwide siren events, records-room outages, power interruptions, or other unusual service conditions. If the portal behaves unexpectedly, wait a few minutes before trying again.

Account access coverage

The steps in this article apply to the following portal account types.

Brookhaven Portal Password resets and unlock requests are available for current patients, former patients, approved caregivers, and active mental-health program participants.
Alchemilla Portal Password resets and unlock requests are available for emergency department patients, inpatient admissions, surgical patients, guardians, and approved transfer cases.
Restricted Accounts Accounts linked to sealed psychiatric records, basement archive files, or historical case materials may require manual review before access is restored.

Before you begin

Before resetting your password or unlocking your account, make sure you have:

  • Your portal username
  • Your Brookhaven or Alchemilla Patient ID
  • Your full legal name as listed on your hospital records
  • Your date of birth
  • Access to the email address or phone number connected to your portal account
  • Your most recent discharge, transfer, billing, or appointment paperwork
Important: If you no longer have access to the email address or phone number on your portal account, do not create a second account. Contact Patient Accounts & Records so your identity can be verified safely.
Tip: If you were transferred between Brookhaven Hospital and Alchemilla Hospital, start with the portal for your most recent care facility. Transfer records may take up to 24 hours to sync.

Reset your password

If you know your username but forgot your password, reset your password from the portal sign-in page.

  1. Go to the correct portal for your facility:
  2. Select Forgot password?
  3. Enter your username, date of birth, and Patient ID.
  4. Choose whether to receive your reset code by email or text message.
  5. Enter the one-time reset code when prompted.
  6. Create a new password.
  7. Select Save new password.
  8. Return to the sign-in page and sign in with your new password.
Password guidance: Use a password that is difficult to guess and not connected to your admission, room number, patient wing, treating physician, case file, or known Silent Hill locations. Passwords like Room312, DrKaufmann, S3Patient, or BasementKey are not recommended.
Security reminder: Brookhaven and Alchemilla staff will never ask for your password or reset code by phone, email, text, radio transmission, handwritten note, intercom announcement, or message left under a patient-room door.

Unlock your account

Your portal account may lock automatically after several failed sign-in attempts. It may also lock if the portal detects unusual activity, such as repeated logins from unfamiliar devices, closed wards, basement terminals, or locations outside your current care facility.

To unlock your account:

  1. Wait 15 minutes before trying again.
  2. Confirm that you are using the correct portal for your current or most recent facility.
  3. Make sure your username is entered correctly.
  4. Select Forgot password? if you are unsure of your password.
  5. Complete the password reset process.
  6. If the account remains locked, contact Patient Accounts & Records for manual unlock review.
Note: Repeated sign-in attempts from public terminals or restricted areas may extend the lockout period. Use a personal device on a stable network whenever possible.

Security checks

To protect patient information, some password reset or unlock attempts may require additional verification.

You may be asked to confirm:

  • Your Patient ID
  • Your date of birth
  • Your current or most recent care facility
  • Your last appointment date or discharge date
  • Your approved caregiver or guardian information, if applicable
Do not continue if: The reset page asks for payment information, full medical history, religious affiliation, blood samples, handwritten confessions, or information unrelated to portal access. Close the page and contact Patient Accounts & Records directly.

FAQ

I never received my password reset code
  • Check your spam or junk folder.
  • Confirm that your phone number or email address was entered correctly.
  • Wait 10 minutes before requesting a new reset code.
  • If a fog advisory or townwide siren event is active, try again once service stabilizes.
My new password is not accepted
  • Make sure your password meets all listed requirements.
  • Do not reuse one of your last five portal passwords.
  • Avoid using your name, Patient ID, room number, or facility name.
  • Remove spaces at the beginning or end of the password.
My account is still locked after resetting my password
  • Wait 15 minutes after resetting your password before signing in again.
  • Close all open portal windows and start a new browser session.
  • Try signing in from a personal device rather than a shared terminal.
  • Contact Patient Accounts & Records if the lock message remains.
I no longer have access to my email or phone number
  • Select I no longer have access to this method on the reset page, if available.
  • Prepare a government-issued ID or approved patient verification document.
  • Contact the Records Office for manual verification.
  • Do not create a second account unless instructed by Patient Accounts & Records.
The reset page looks wrong or keeps refreshing
  • Refresh your browser.
  • Clear your browser cache.
  • Try a different browser or device.
  • Wait and try again if the town siren has recently sounded.
  • Avoid using public terminals located in closed wards, basements, or restricted wings.

Need more help?

If you still can’t reset your password or unlock your account, contact the Records Office for your current or most recent facility.

  • Brookhaven Patient Support:support@brookhaven.sh
  • Alchemilla Patient Support:support@alchemilla.sh
  • Brookhaven phone: 555-BROOK
  • Alchemilla phone: 555-ALCH
  • In person: Visit the Records Office at your current or most recent Silent Hill care facility.
Authorized support only: Silent Hill Healthcare does not use third-party password reset or account unlock services. Do not share your Patient ID, password, reset code, treatment details, or transfer paperwork with anyone claiming to provide outside portal support.

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