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MyChart Frequently Asked Questions

Enrollment Questions
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
My healthcare provider just started using MyChart, what records can I expect to see here?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I Have Enrolled
I forgot my username. What should I do?
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • Schedule and Request medical appointments.
  • Access video visits and other telehealth options.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit or be sent an email with activation instructions. This code or email will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit. You can also create a MyChart account on your own by going to the MyChart login page and clicking the "Sign Up Online" button, then clicking the "Sign Up Directly" button. Complete the registration form to create your account.

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Who do I contact if I have further questions?

Call our MyChart Patient Support Line at 1-844-432-6893.


Telephone support hours are 7am – 6pm Monday through Friday.

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When can I see my test results in MyChart?

Your test results are released to your MyChart automatically. Results are posted to MyChart at the same time your provider receives them.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Some tests, including test results from organizations outside of our system, are not able to be displayed electronically. Please contact your doctor's office with any questions about test results that are not available in MyChart.

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If some of my health information on MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit or by sending them a MyChart message. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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My healthcare provider just started using MyChart, what records can I expect to see here?

Your historical medical records are generally not available prior to the date your provider began using MyChart. You should talk to your doctor's office for the exact date(s) you can expect to start seeing your records in MyChart. If you used a different portal prior to MyChart, your records will still be available there for reference.

Starting on February 26, 2021, visits, test results, and other medical information from Prisma Health locations in the Midlands will be available in MyChart. Medical information documented prior to February 26, 2021, for Midlands-area locations will not be available in MyChart.

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Can I view a family member's health record in MyChart?

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Adults can also access another adult's MyChart account, such as spouses. Go to the "Friends and Family Access" link on the "Share My Record" page in your account to learn more.

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Can I ask questions regarding a family member from my MyChart account?

MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyChart account?

No, each patient must establish their own MyChart account.

For proxy access information about connecting to your children's or another family member's account, please contact your Doctor's office or go to the "Share My Record" page in your MyChart account.

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I forgot my username. What should I do?

Click the "Forgot MyChart Username?" link on the sign-in page to recover your username online.

If you continue to have problems:
Contact our MyChart Patient Support Line at 1-844-432-6893.

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I forgot my password. What should I do?

Click the "Forgot Password?" link on the sign-in page to reset your password online.

If you continue to have problems:
Contact our MyChart Patient Support Line at 1-844-432-6893.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

You sign up without an activation code online after you verify your identity.

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Where can I update my personal information (e.g., home address, e-mail, or change my password)?

Log into MyChart and from the Profile menu tab, select the "Personal Information" option.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, Two-Factor Authentication, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

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What do I need to use MyChart?

You need access to the Internet and an up-to-date browser (such as Google Chrome or Mozilla Firefox).

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My activation code does not work, what should I do?

For your security, your activation code expires after 30 days.

You sign up without an activation code online after you verify your identity.

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