Hi there! I understand you're having difficulties accessing the My Doctor Online app for your elderly mother and your 16-year-old child. Could you tell me a bit more about the specific issues you're seeing? For example, is the app not loading, messages missing, or are you unable to log in for either account? Also, have you noticed any error messages?

In the meantime, I’d like to share some important points because access for elderly family members and teenagers can be a bit different:

1. For elderly parents, access usually requires setting up caregiver access properly so you can view their messages and health information on their behalf.

2. For teenagers aged 12 and older, the privacy rules are stricter—they can see clinicians without parental permission for confidential issues. Additionally, parents cannot see all messages or health info without proxy access authorization from the teen themselves.

Since you mention spotty or missing messages for your mother and access gone for your 16-year-old, it sounds like there might be either an access setup issue or permissions that need updating.

Here is a step-by-step approach you can try:

For your elderly mother’s account:
1. Ensure you have set up caregiver access on her account. This generally involves her authorizing you as a caregiver through the My Doctor Online portal or app.
2. Log in with your caregiver account credentials specifically for her medical records.
3. Check the app for any notifications or prompts about account permissions or renewals.
4. If you haven’t already, activate her kp.org account using her medical record number. This is important for full access2.

For your 16-year-old’s account:
1. Teens 12 and older can access clinicians confidentially, but parents need the teen’s authorization to have proxy access.
2. Verify that your teen has consented and authorized your proxy access in My Doctor Online.
3. If this authorization is missing or expired, your access to their messages may be revoked.
4. Check the teen’s app settings to manage permissions or contact their care team to reset access if needed1 4.

If you’d like, I can guide you through each step in more detail. Can you confirm whether you have caregiver access set up on your mother’s account and whether your teen has authorized you as a proxy? Also, are both of them using the latest app version on their devices?

Looking forward to your reply so we can get this sorted!