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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
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?
How do I request a copy of my medical record?
How can I request a copy of historical notes not showing in MyChart?
Why can’t I see notes for my minor child in 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?
MyChart For My Family
Can I view a family member or friend'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 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:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View notes and 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. This code 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. Alternatively, you can visit NovantMychart.org and click SIGN UP NOW and follow the instructions under No Activation Code? to Sign up Online. You may also contact our MyChart Patient Support Line at 1-844-2NOVANT(844-266-8268).

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Who do I contact if I have further questions?

You may e-mail us at nhmgcustomerservice@novanthealth.org, or you can call our MyChart Patient Support Line at 1-844-2NOVANT(844-266-8268).

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When can I see my test results in MyChart?

Your test results are generally released to your MyChart account as soon as they are finalized. Know that you will likely see results before your health care provider has had a chance to review.

At Novant Health, we believe that sharing information builds trust and better relationships, which helps us provide you remarkable care. We believe that you should be able to see your test results as soon as they are available.
We know that many will look at their test results right away while others may wait until their provider's office contacts them. Test results can be confusing and your provider can help you to understand what they mean.

If you do not have a scheduled appointment or have not heard from your provider within a few days, contact your provider's office to schedule an appointment.

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How do I request a copy of my medical record?

You are able to view your medical information once you login to MyChart. If you do not see the information you are looking for, you can request a copy of your medical records within MyChart or you can visit novanthealth.org/medicalrecords for additional information on how to request your medical records. You can also call the Release of Information department at 844-763-9163.

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How can I request a copy of historical notes not showing in MyChart?

If you do not see the information you are looking for, you can request a copy of notes and/or other pieces of your medical records within MyChart, or you can visit novanthealth.org/medicalrecords for additional information on how to request your medical records. You can also call the Release of Information department at 844-763-9163.

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Why can’t I see notes for my minor child in MyChart?

Under state law, a minor is generally entitled to confidentiality of information related to treatment for pregnancy, sexual transmitted disease, substance abuse, and behavioral health related conditions. Information about treatment for these conditions can be embedded with notes for other care. Since it is not feasible to separate in MyChart the records for these sensitive conditions from other notes, we protect the privacy of minors by not releasing to MyChart the notes or sensitive lab results for patients between ages 12 and 17. Although these limitations restrict access to a minor’s MyChart record, you may request records for your child by visiting novanthealth.org/medicalrecords. You can also call the Release of Information department at 844-763-9163.

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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. Your health information is reviewed and updated in your electronic medical record each visit. If you believe that information in your medical record is inaccurate, you can request an amendment of your medical record by completing the Request to Exercise Privacy Rights – Amendment of Medical Records form and return the completed form to your Novant Health provider’s office, the medical records office where you were treated, or Novant Health Enterprise Release of Information by fax at 704-316-9556 or by email to RPG635@novanthealth.org. If you believe any payment or demographic information is incorrect, please contact Novant Health Revenue Cycle Services at 844-648-7999.

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

Yes you can. This is called Proxy access and allows a parent, guardian, family member, or friend to log into their personal MyChart account, and then connect to information regarding their family member or friend. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

Once you login to MyChart, you can share your record with people of your choosing. In the menu bar, under Sharing, select Share My Record. To give a friend or family member proxy access, select Friends and family access, +INVITE SOMEONE, then complete the required fields.

Proxys are limited to parents or guardians for children between the ages of 12-17 and will not have access to view notes, the problem list, or sensitive test results in MyChart.

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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. If you have proxy access for that individual, you can communicate through MyChart with members of that individual’s care team.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

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I forgot my password. What should I do?

Visit NovantMychart.org, click Forgot Password?, and follow the instructions to reset your password. If you still have problems, you may contact our MyChart Patient Support Line at 1-844-2NOVANT(844-266-8268).

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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?

Visit NovantMychart.org and click SIGN UP NOW and follow the instructions under No Activation Code? To Sign up Online. You may also contact our MyChart Patient Support Line at 1-844-2NOVANT(844-266-8268) or email us at nhmgcustomerservice@novanthealth.org.

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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 left menu, go to the Preferences section and select the appropriate 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, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL 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 a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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

For your security, your activation code expires after 90 days and is no longer valid after the first time you use it. Visit NovantMychart.org and click SIGN UP NOW and follow the instructions under No Activation Code? Sign up Online. If you still have problems, you can call our MyChart Patient Support Line at 1-844-2NOVANT (844-266-8268).


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