Delete your OHIPay account

How to close your account, what happens to your information and when, and the few records we have to keep.

Who can ask

The physician who holds the OHIPay account can ask us to close it. If the account is used through a medicine professional corporation, a person with authority to act for the corporation can ask too.

If you are a patient, your physician controls the billing records OHIPay keeps for them. Please ask your physician about your records.

How to ask

  1. Email support@ohipay.ca from the email address on your OHIPay account, with the subject Delete my OHIPay account.
  2. Include your name and your OHIP billing number. Do not include patient information.
  3. In the OHIPay app, Settings, then Delete account explains these steps and opens this page.

Before you ask, download your claims on the web: open Lookup claims, search with every box empty and the status on All, then choose Export. That file is your own copy for your record-keeping duties. Once sign-in is turned off, you can no longer download it yourself, but we will produce it for you on request.

How we confirm it is you

  • We reply to the email address on the account, not to any other address, and ask you to confirm.
  • For an account used through a professional corporation, we may ask for confirmation that you can act for it.
  • We never ask for your password or a two-factor code.

What happens, and when

  1. Right away, once you confirm: sign-in is turned off on the web and on every phone, and every open session ends. Nightly sending to the Ministry is turned off for your account. If any claims are still waiting to be sent, we ask whether you want them sent. We send them only if you say yes; otherwise they are never sent and are deleted with your other records.
  2. For the next 60 days: you can ask us for copies of your records: your claims, your patient rosters and billing sheets, and the Ministry's reports on your claims. We send them securely within 10 business days of your request.
  3. Within 30 days after those 60 days: we delete your patient information and your records from our live systems, except the records listed below.
  4. Backups: our encrypted backups are not edited; deleted information ages out of them. Routine backups are gone within 30 days and monthly archive backups within 400 days (about 13 months).

What we keep, and why

  • The Ministry's files about your claims (the claim files we sent, and the remittance advice and error reports the Ministry sent back): kept for 10 years from when each was created, so you, an auditor or the Ministry can check what was billed and paid. You can ask for copies at any time in those 10 years.
  • Records of who looked at patient information: kept, because they are the proof that patient information was handled properly.
  • Records of the terms you accepted: kept as proof of what was agreed.
  • Account and business records such as agreements and invoices: kept for about 6 years, for tax and accounting rules.
  • A patient record another physician also uses: OHIPay keeps one record per health card number, shared by the physicians who bill for that patient. Your link to it is removed; the record stays for the other physician.
  • Anything under a legal hold, audit, investigation or complaint: kept until the hold ends.

Remove OHIPay's access at the Ministry

When you joined, you added OHIPay's service account as a designee for your billing number in the Ministry's GO Secure portal. Once we have confirmed your request and told you what happened to any claims that were waiting to be sent, remove that designee in the portal as well. OHIPay cannot see changes made in the portal, so please tell us when you have done it.

Questions

Email support@ohipay.ca, or read our support page and our privacy policy. OHIPay is a product of Medinote Technologies Inc. Mail: Medinote Technologies Inc., 1338 Wellington Street West, Ottawa, Ontario K1Y 3B7, Canada.