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Online Renewal
Frequently Asked Questions

General Questions | Registration/Log in Questions | Renewal Process Questions | Payment Questions

 

General Questions

I'm unable to submit the Questions step on my renewal/When I click the submit button nothing happens?

If you are using Internet Explorer 10 as your web browser, you may be experiencing compatibility issues. You may wish to use another web browser (i.e. Google Chrome, Mozilla Firefox, Safari or even an older version of Internet Explorer).

Or

You may wish to utilize the Compatibility View feature through Internet Explorer 10 by clicking on the “broken page” icon in your address bar.  This will activate the Compatibility View mode. The icon will become blue when in this mode. Once you have activated Compatibility View mode attempt completion of any unchecked menu item on your renewal checklist.

IE10 Compatibility

Why can’t I submit my information and/or complete my transaction?

In some cases this issue could be your related to your security settings. For Microsoft Internet Explorer, the "Security" level should be set at "Medium" or lower and the "Privacy" setting should be on "Medium-high" or lower.

To change Internet Explorer Security settings:

1. On the Tools menu, click Internet Options.
2. Click the Security tab.
3. In the "Security level for this zone" box, use the slider to to set your level to Medium. Click Apply, then click OK.
OR
If the security level is set to "Custom", click the "Custom Level..." button, in the bottom section where it says "Reset Custom Settings" have them select Medium. Click Reset, then OK and OK again to close Internet Options.

To change Internet Explorer Privacy settings:

1. On the Tools menu, select "Internet Options..."
2. Click the "Privacy" tab
3. Ensure that the privacy level is set no higher than "Medium High"
4. Click the "OK" button

On Firefox, Cookies should be enabled in the "Options" under the "Tools" menu at the top of your browser.

I am an active duty serviceperson that missed my renewal because of deployment outside of the United States. Is there an exemption?
An extension for your renewal will be granted for 60 days after your return to the United States. No late fee will be charged. No extensions granted shall exceed five years from the date of the expiration.

Requirements for Active Duty Extension of Renewal:
A Copy of Military Orders or form DD214 placing the licensee on active duty outside the United States.

Can I change a facility address of record online?
No, please contact the Board.

How do I obtain a duplicate license online?
This process varies from Board to Board. Certain licensees may obtain a duplicate license online. Once you have logged in, if Duplicate Request appears in the left tool bar, you do have the capability of ordering a duplicate online. Click on Duplicate Request. You may be required to pay for the duplicate at the end of the transaction by credit card. Costs for duplicate licenses vary by Board.

What do I do if my Social Security Number, Date of Birth, or DMV number is incorrect?
Notify the Board in writing and submit a copy of your driver’s license or Social Security Card along with your license number, an original signature and date.

Whom do I contact if I have additional questions?
If you have any questions about renewing your license, call (804)-367-4444. The Health Professions Call Center is available to assist you Monday through Friday from 8:15 a.m. to 5:00 p.m., Eastern Time or email us at CallCenter@dhp.virginia.gov.

Registration/Log in Questions

What is the difference between signing up and logging in?
New users need to “sign up” using their license number and temporary PIN so we can match you with your unique license information. After you have signed up, you can then “log in”. Logging in ensures a secure and private transaction. You need to log in to access our online services.

I'm entering my License Number and temporary PIN but I can't get logged in. What's the problem?
First, make sure you are on the sign-up page and not the log in page. The problem may also be how you are entering your License Number and temporary PIN. Only use numerical keys to enter your License Number. Your PIN is case-sensitive. You must enter the numbers and letters exactly as they were printed on your renewal notice.

What if I forget my User ID?
You can sign up as a new user using your previously supplied license number and temporary PIN.

Can I change my password?
Yes. Selecting “Forgot Password” allows your password to be reset if you answer your previously provided question correctly.

Will I lose my work if I log out and come back later?
No. Clicking on complete for each step will save your information to our database.

Renewal Process Questions

When is my renewal due if I renew online?
Online renewal does not change your license expiration date. You are still required to submit a renewal application no later than midnight on the date the license is scheduled to expire.

After I renew my license online, how soon will I receive my license?
If you have met all Board renewal requirements and there are no credit card transaction difficulties, you should receive your license in 5 to 7 business days.

What if I want to change the status (active/inactive) of my license during renewal?
You cannot change your status online. If you need to change your license status, you will be required to mail your renewal application and fee to the Board for processing.

How do I tell if my online license renewal process was successful?
You will receive a confirmation message following a successful renewal application process. You are encouraged to print this message for your records. You should receive your license in 5 to 7 business days.

Should I still mail in the paper renewal application if I renew online?
NO. If you receive confirmation of a successful renewal, submission of the paper renewal application is not necessary.

How soon will my renewal be confirmed?
Most licenses are renewed within a half hour of completing the renewal payment. You can check your license status on the License Lookup web page.

Why does the renewal fee appear higher than what I anticipated I owe?
If you are renewing late, the authorized late fee is automatically added to the renewal fee.

Payment Questions

What credit cards/debit cards are accepted?
Visa, MasterCard and Discover credit cards and debit cards with the Visa or MasterCard logo.

Can my credit card information be saved with my User ID/password for the next time that I use online services?
No. For your security, credit card information is not retained after the transaction is processed.

Can I give my credit card information over the phone or by mail to renew my license?
No, credit cards are only accepted for online transactions.

Are my financial transactions protected from improper disclosure?
Yes, the online licensing site uses 128-bit encryption to ensure secure transactions.

Can I get a receipt of my online transaction?
You have the capability of printing a confirmation at the time of your transaction. You cannot go back and print a confirmation at a later time as your credit card information is not retained after the transaction is processed.

How will the credit card transaction show up on my bank statement?
“Health Prof Lic Fee”

Why won't the website accept my credit card information?
There are many reasons why credit card information may not be accepted. The billing information must be entered exactly as it appears on the credit card statement. Be sure that you do not use any hyphens “-“, underlines “_”, or spaces when you type your credit card number. If you find that all data is complete and correct, but the card is still not accepted, try a different card. Please do not call the Board regarding invalid credit cards.


Virginia Department of Health Professions