If you’ve logged into the MHS Genesis Patient Portal lately and found your kids’ records missing, you’re not alone, and the Defense Health Agency says it knows.
The problem traces to a login change. In mid-September, DHA began moving the portal off DS Logon, the old account system with long passwords that had to be changed often, to a new sign-in service called myAuth. Since then, military families have reported that dependents’ records don’t show up, that children are missing from both parents’ accounts, and that signing in with DS Logon simply bounces them to the myAuth page with the same gaps, Military Times reported.
“We are aware of the issues associated with the transition,” DHA spokeswoman Brenda Campbell told the paper. DHA is working with the Defense Manpower Data Center, which runs myAuth, to fix them. No timeline has been given.
In the portal, the sponsor has to grant access before a spouse can see a child’s records. That shared access is exactly what families say went missing in the switch.
Until it’s sorted out, a few things are worth knowing:
- DHA said on Sept. 25 that the portal would remain “fully accessible via DS Logon.” If myAuth fails you, try the DS Logon button first.
- myAuth adds sign-in options, including a Common Access Card and verification through the Okta mobile app, according to DHA.
- One military spouse told Military Times they have been messaging their child’s doctor from their own account, with the child’s name in the subject line. It’s a workaround, not an official fix.
- For an appointment or prescription that can’t wait, call your clinic or the Military Health System Nurse Advice Line at 1-800-TRICARE (874-2273), option 1, rather than relying on the portal. Other numbers are on Tricare’s contact page.
The login trouble landed the same week as a planned DEERS outage. The Defense Enrollment Eligibility Reporting System went offline from 9 p.m. Eastern on Oct. 9 through Oct. 11 while DMDC moved it to a new cloud environment, and pharmacies and doctors were warned they might not be able to confirm Tricare eligibility during that window. If a pharmacy turned you away that weekend, it’s worth trying again now, and checking your DEERS record on milConnect while you’re at it.
Getting DEERS right matters for what comes next. Tricare Open Season runs Nov. 9 through Dec. 8, and any plan changes you make then take effect Jan. 1, 2027. A family member who is missing or wrong in DEERS can’t be enrolled.
Where this information comes from
- Military Times: Patients struggle to access MHS following changes to login process
- Military Times: Planned DEERS outage could affect Tricare beneficiaries, DOD says
- TRICARE Newsroom: Planned DEERS outage upcoming Oct. 9-11
- milConnect (DMDC)
Featured image: Airman 1st Class Olivia Sampson / U.S. Air Force via Wikimedia Commons, public domain (cropped)
