Updated Oct. 20: The Defense Health Agency has postponed moving the MHS GENESIS Patient Portal to myAuth, and DS Logon and CAC logins still work. This story now explains the delay, what’s causing missing family records, the proxy rules for children by age and who to call.
If you log in to the MHS GENESIS Patient Portal and your children’s records are missing, you’re not alone, and it isn’t something you did wrong.
Military families have reported dependents vanishing from their accounts since the Pentagon began moving TRICARE’s websites to a new login system called myAuth. Some parents can see their own records but nothing for their kids. Others are bounced to the myAuth page and still can’t reach family records, Military Times reported Oct. 9.
“I can log in and see all my stuff… but nothing for my kids,” one military spouse told the newspaper. Another said: “To message their doctor, I have to send a message through my name and put in the subject my child’s name.”
The Defense Health Agency says it knows. “We are aware of the issues associated with the transition and are providing that feedback to DMDC to ensure appropriate fixes are applied,” DHA spokeswoman Brenda Campbell told Military Times. DMDC, the Defense Manpower Data Center, manages myAuth and the transition from DS Logon.
The portal switch was postponed
The MHS GENESIS Patient Portal had been expected to move to myAuth in September, MOAA reported. That didn’t happen.
DHA announced the change in a Sept. 17 notice, then added an editor’s note on Sept. 25: “The MHS GENESIS Patient Portal is fully accessible via DS Logon or Common Access Card,” according to the Defense Health Agency.
No new date has been announced. The switch is now planned “before the end of the year,” the Military Officers Association of America reported Oct. 5.
Other sites have already moved. milConnect, ID Card Office Online, the TRICARE East and West contractor websites, Military OneSource and the Express Scripts TRICARE pharmacy portal now use myAuth, according to DHA and MOAA. “Throughout 2026, the online platforms that support your TRICARE benefit are switching from DS Logon to myAuth,” DHA said.
The Pentagon had aimed to retire DS Logon by Sept. 30, the end of the fiscal year, Federal News Network reported in May. That deadline has slipped. “Until all these platforms have transitioned to myAuth, you may still need to use DS Logon for certain logins,” DHA said.
Who can see a child’s records
Even when the login works, what a parent can see depends on the child’s age. The rules come from Defense Health Agency Policy Memorandum 23-010, posted on health.mil.
| Child’s age | What a parent or guardian can see online |
|---|---|
| 12 and under | Full online access. Only sponsors, parents or guardians, acting as proxies, are granted access to the child’s records. |
| 13 to 17 | Limited access: appointments, secure messages, immunizations and allergies. Sensitive clinical information is restricted under state laws. |
| 18 and older | None by default. Adult dependents can set up their own account and choose to grant a parent access. |
Parents of teenagers can request fuller records in person from the outpatient medical records office at their military hospital or clinic, subject to the memo’s conditions. For adults who can’t consent, proxy access is allowed with legal documentation.
That age cutoff surprises a lot of families. If your child just turned 13 and much of their record disappeared from your view, that is policy, not a glitch.
How to set up myAuth
You can create a myAuth account now, before the patient portal switches. According to DHA and MOAA:
- Go to the myAuth sign-in page on DMDC’s site.
- Use your existing DS Logon account or your Common Access Card to create the account.
- Choose how you’ll sign in: with a CAC, with a username and password plus a one-time code, or with the Okta Verify app.
- Once it’s set up, the same account works for milConnect, Military OneSource and the Express Scripts TRICARE portal.
When the patient portal makes the switch, its login page will walk users through creating a myAuth account, DHA said.
If your children are missing
Sponsors have to grant access to spouses and dependents, Military Times reported. If a spouse can’t see the children, start with the sponsor’s account.
- Check DEERS first. Make sure every child is listed correctly in the Defense Enrollment Eligibility Reporting System through milConnect. DEERS was offline from 9 p.m. Eastern on Oct. 9 through Oct. 11 for maintenance, Military Times reported, so changes made around then may need to be rechecked.
- Use DS Logon or a CAC for the patient portal for now. DHA says both still work for MHS GENESIS.
- Check the child’s age. Teens’ records are limited by policy.
- Call for help if records still don’t appear.
Why it matters before open season
The timing is awkward. TRICARE Open Season runs from Nov. 9 to Dec. 8, and you can change plans online through milConnect, according to TRICARE, and milConnect has already switched to myAuth, DHA says. If you plan to switch between TRICARE Prime and TRICARE Select, or add a family member, set up myAuth and confirm your family’s DEERS records well before the deadline.
Who to call
- DMDC support (myAuth and DS Logon): 800-368-3665. DMDC’s online help center is at myaccess.dmdc.osd.mil.
- MHS GENESIS Help Desk: 800-600-9332, according to TRICARE.
- DEERS questions: 800-538-9552, according to TRICARE.
Watch for scams while the change is underway. TRICARE and its contractors won’t contact you asking for your date of birth, Social Security number, username or password, DHA said.
The agency describes the end goal as “a simpler, more secure experience in MHS GENESIS Patient Portal.” For now, families are being asked to keep using the old login a little longer.
Where this information comes from
- Military Times: Patients struggle to access MHS following changes to login process
- Defense Health Agency: MHS GENESIS Patient Portal transitioning to myAuth login
- MOAA: New login process coming soon for military treatment facility users
- Defense Health Agency: Policy Memorandum 23-010
- Federal News Network: TRICARE systems to transition to myAuth by the end of 2026
Featured image: Airman 1st Class Olivia Sampson / U.S. Air Force via Wikimedia Commons, public domain (cropped)
