Hours

9 a.m. to 5 p.m. for support and administration
Monday through Friday, except New York State holidays
Report an outage at any time.

Phone

518-640-0021

    • Select 2 for support during business hours and for emergency assistance after hours
    • Select 1 to leave a message for routine support after hours

Chat

Our support team is available by chat during regular business hours (posted above).

You may use chat outside of those hours to submit a request and our support team will get back to you the following business day.

Fax

518-640-0024

Support Timeliness Policy

We strive to provide excellent customer service by reviewing and addressing all inquiries in a timely manner.

  • Routine requests for assistance with consent, logins, password resets or similar
      • By phone: Usually resolved during the call
      • By email, postal mail or this web form: Usually resolved within one business day
  • Advanced requests for assistance with individualized troubleshooting
      • By phone: Triaged during the call
      • By email, postal mail or this web form: Triaged within one business day
      • An estimated resolution date will be provided for any issues not resolved within one business day, with status updates at least once per week until resolution

How Can We Help You?

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Hixny will not pass this information on to other organizations. 

Hixny for Patients

Learn about the free, secure personal health dashboard available exclusively from Hixny.

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Partners in Quality Care

Find out which providers, organizations and agencies are contributing and using Hixny data.

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New Insights

See the latest stories, healthcare developments and updates from Hixny.

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Hixny will be performing extended maintenance beginning Thursday, December 31 through Friday, January 1. During this time, all services
will be impacted and unavailable—including access to the provider portal.
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The annual SHIN-NY survey is live! If you receive an invitation from SHIN-NY@norc.org, please take a few minutes to respond—your input makes it possible for us to continue innovating and improving.
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