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MyChart ® Epic Systems Corporation

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MyChart Frequently Asked Questions

If you experience difficulties trying to log in to MyChart, please close all browser windows, open a new browser and try again.

Activation and Login Page
I forgot my Username. How do I find out what it is?
I forgot my password. How can I access MyChart?
How do I change my password?
I followed the instructions above, but I am still unable to change my password.
How do I change my Username?
When I click on the MyChart links, nothing shows up.
I don’t see the MyChart links on the left side of the screen.
My activation code has expired. How do I request a new one?
I lost my activation code. How do I request a new one?
Access Questions
What should I do to keep my health information secure when using MyChart?
E-mail Address Questions
How do I change my e-mail notification address?
I am not receiving e-mail notification messages. How can I change this?
Proxy Questions
What is a proxy?
How do I receive access to my children’s records?
I filled out the proxy forms to access my children’s records but I am unable to see their information.
I can no longer see my child’s information.
How do I let a family member have access to my MyChart information?
I filled out the proxy forms to allow my spouse access to my records but they are not able to see my information.
How do I revoke proxy access?
How do I stop a proxy’s access to my MyChart account?
MyChart Questions
Why can’t I see all of my test results?
How do I print my lab results?
How do I add another doctor’s name to the scheduling and messaging functions?

If you have a question not addressed in the Frequently Asked Questions, please call the toll-free MyChart Customer Service Line for assistance at 855-803-3742, Monday through Friday, 8 a.m. to 6 p.m.


I forgot my Username. How do I find out what it is?

Click on the "Forgot MyChart Username?" link on the MyChart login page. When prompted, enter your name, the last four digits of your Social Security Number, and your date of birth to receive your Username by e-mail.

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I forgot my password. How can I access MyChart?

If you forget your password, click the “Forgot Password?” link on the MyChart login page. You will be asked to enter your Username, the last four digits of your Social Security Number and date of birth. From there, you will be prompted to answer your secret question and redirected to a “Password Reset” screen to enter a new password.

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How do I change my password?

Once logged in, click on the “Change Password” link beneath the “Preferences” tab. You will need to remember either your old password or the answer to your secret question. Your new password must be at least eight characters long, may contain numbers (0-9) and mixed case letters (A-Z, a-z), but no spaces.

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I followed the instructions above, but I am still unable to change my password.

Make sure that you are answering either your secret question or entering your old password, but not both. Your new password must be at least eight characters long, may contain numbers (0-9) and mixed case letters (A-Z, a-z), but no spaces. You may not use a password that you have used before. If you continue to have difficulties, please contact the toll-free MyChart Customer Service Line at 855-803-3742, Monday through Friday, 8 a.m. to 6 p.m.

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How do I change my Username?

It is not possible to change your Username.

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When I click on the MyChart links, nothing shows up.

This may be due to browser settings on your personal computer. Make sure that cookies are enabled on your browser.

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I don’t see the MyChart links on the left side of the screen.

If the MyChart system is temporarily unavailable, the links will not be displayed on the left side of the screen. Please wait 20 to 30 minutes and try again. If you are still experiencing difficulties, please contact the toll-free MyChart Customer Service Line at 855-803-3742, Monday through Friday, 8 a.m. to 6 p.m.

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My activation code has expired. How do I request a new one?

Contact your provider’s office to request a new activation code.

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I lost my activation code. How do I request a new one?

Please contact your provider’s office to request your activation code.

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What should I do to keep my health information secure when using MyChart?

MyChart uses industry standard security to protect health information. Be sure to log off when exiting the MyChart website and close all browsers you have open. This will keep your clinical data secure and eliminate any information from your computer’s cache. Also, do not give your Username and password to anyone.

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How do I change my e-mail notification address?

One you have logged into MyChart, click the “Preferences” tab and select “Change Address.” From there, you can change your personal information and click “Accept Changes.”

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I am not receiving e-mail notification messages. How can I change this?

Occasionally some e-mail systems will block MyChart messages. We recommend the following steps:

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What is a proxy?

A proxy is someone who has permission to access another’s MyChart account.

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How do I receive access to my children’s records?

To be able to view a minor child's health information from your MyChart account, you must complete the “Authorization to Disclose PHI in MyChart to Proxies ” and “MyChart Terms and Conditions for Proxies” form. You can request this from your child’s physician office.

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I filled out the proxy forms to access my children’s records but I am unable to see their information.

It can take up to five business days for your proxy request to be handled.

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I can no longer see my child’s information.

Contact your physician if you have questions pertaining to your child’s account.

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How do I let a family member have access to my MyChart information?

To allow a family member access to your health information on MyChart, you will need to request and complete a MyChart Proxy Access form at your physician's office.

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I filled out the proxy forms to allow my spouse access to my records but they are not able to see my information.

It can take up to five business days for your request for proxy access to be handled.

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How do I revoke proxy access?

Contact your physician for more information on revoking proxy access. Although Novant Health will take appropriate steps to fulfill a termination request, Novant Health does not warrant how quickly proxy access can be terminated following receipt of a request to terminate proxy access.

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How do I stop a proxy’s access to my MyChart account?

In order to stop a proxy’s access to your MyChart account, you will need to visit your physician's office and complete a "MyChart Deactivation Form."

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Why can’t I see all of my test results?

If you are unable to see a test results after two weeks, go to the “Get Medical Advice” link under the Message Center to send a request to your physician asking to have specific results released to you.

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How do I print my lab results?

To print a lab result, first click on the desired result to view the details of that result. Then look in the upper right hand corner of the screen while the result is open. You will see a small printer icon. Click on that icon and you can then print the results. This 'printer' icon is also used on other screens to print information from MyChart.

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How do I add another doctor’s name to the scheduling and messaging functions?

The choice of doctors on the MyChart pull-down lists is determined by past or future appointments. Any Novant Medical Group physician who is using MyChart and allows scheduling access will appear on your list if you have had an appointment in the last two years or if you have a future appointment scheduled with that physician.

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