• social information if applicable

MyChart Frequently Asked Questions

Most Common Questions and Known Issues

What if I don't see my medication list in MyChart?

Your MyChart patient portal may not list your current medications if your last appointment with your care team was before our transition on October 1, 2022. Your care team has access to your complete medication list. After your first appointment, your care team will have reviewed your information and your current medications will be listed within MyChart. Your old patient portal is also available to you with read-only access to your information for 18 months.

To request refills: Log into your MyChart patient portal. Select "Menu" and then "Medications." Follow the instructions at the top of the medications page. Please allow 5-7 business days for your request to be processed. If you need immediate assistance, call your provider.

Why doesn’t my provider appear in my Care Team list?

Most of your health information should be viewable in MyChart beginning October 1, 2022, but some information, including your complete care team list, will be available in MyChart after your first appointment. Your care team has not changed, and they have access to your complete electronic health record. Your team is working to verify your information. Some of your providers who do not work regularly at Emory, such as residents, and referring providers, cannot be messaged.

I’m trying to sign up for MyChart, but I’m having issues with the two-factor authentication. What should I do?

Some users are experiencing delays when they choose email as the method for two-factor authentication. In some cases, the message may have arrived in your spam or junk folder. Please check that folder. If you still haven’t received the code, try again, and select text as your method for authentication instead of email. You can choose not to require two-factor authentication.

Why do I have to answer questions about my identity when I sign up for MyChart?

When you sign up for MyChart, we use a third-party company to confirm your identity. This security process helps us protect your health information. During this process, you will answer a few questions about your past to make sure your information matches our patient records.

Identity verification is not a credit check and has no impact on your credit score. Emory Healthcare does not sell patient information, and the information used to confirm your identity is not shared with or stored by Emory Healthcare.

I have an appointment scheduled but it does not appear in “Upcoming Visits.” Has my appointment been canceled?

If you are an established patient and the provider appears in your “Care Team” list on MyChart, please use the messages feature to send a message requesting confirmation. If you can’t use the messages feature, please call the provider’s office to confirm your appointment.

Why can’t I make an appointment using the “Schedule an Appointment” feature in MyChart?

Currently, some appointments can’t be made online. If you try to schedule online but have an issue, please call your provider to schedule. As we continue our transition over the coming months, more online scheduling options will become available.

What if my COVID vaccine information is not correct in MyChart?

After opening the COVID-19 screen, find the section “Not seeing your vaccine dose?” and click “Update”. If your information still isn’t correct, please discuss this with your care team.

What if I don’t see all my health information? 

  • Most of your health information should be viewable in MyChart beginning October 1, 2022. Please be aware that it may take up to a month for you to see all of the data that will be moving to MyChart as we complete the transition to Epic. Don’t worry if you don’t see everything immediately—that's a normal part of the process, and your care team will have access to your complete electronic health record. 
  • Some health information will not be accessible in MyChart immediately. To access this information, the patient portals you use today – Emory’s Blue, Gold, HealtheLife, Eye Center and Emory Decatur/Hillandale/LTAC portals – will be available to you for 18 months after the move to Epic, although they will be read-only. 

How do I get help?

Need assistance? Call the Emory Healthcare MyChart team at 404-727-8820 , Monday-Friday, 7:30 a.m.-5 p.m. EST

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What is MyChart?

What is MyChart?

Emory Healthcare’s MyChart patient portal lets you see your medical record online. It allows you to partner in your care. Through MyChart, you can:

  • View your health information in one place
  • View and update your medications
  • Look up your test results
  • Send messages to your care team
  • Ask for medication refills
  • View your appointments
  • Review and pay bills
  • Obtain payment estimates
  • Schedule some appointments
  • and more!

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Signing Up

You must be at least 13 years old.
You first need an activation link. There are three ways to get this link:
  1. Self-service beginning September 19, 2022:
    1. Open the MyChart login screen on the MyChart website or mobile app. Click Sign Up Now.
    2. On the right under No Activation Code, select Sign Up Online.
    3. Complete the required fields on the screen to begin creating your MyChart account using our third-party verification system. You will need to answer questions to confirm your identity. After you are approved, you can create your username and password for your new Emory Healthcare MyChart account.
  2. Have Emory Healthcare send you an activation link (Starting October 1, 2022):
    You can call  404-727-8820 , Monday-Friday, 7:30 a.m.-5 p.m. EST for help.
  3. Get the activation link during your visit (Starting October 1, 2022):
    Prefer the in-person method? Your care team will offer you an activation link when you come for an appointment, starting October 1.

Next, use your activation link to enroll in MyChart (Available after October 1, 2022 ):

  1. The link you received will direct you to a sign-up page. There, you’ll be asked to enter other personal verification items, such as the last four digits of your Social Security number and your date of birth. Select Next.
  2. On the next page, choose the following:
    • MyChart username. Choose something that others wouldn't be likely to guess, but you can remember. It cannot be changed at any time.
    • Password. Choose a unique combination of numbers and letters, using both uppercase and lowercase letters. Your password must be different from your MyChart username. Choose a password that you don't use for other websites.
    • Security question. Choose a question you can use to verify your identity if you forget your MyChart password. The answer you enter cannot include your MyChart password.
  3. On the next screen, choose whether you want to receive a notification message in your personal email when there is new information available for you in your MyChart account. If you opt to receive email alerts, enter your email address.

How do I access MyChart on my computer?

  1. In your web browser, enter  https://mychart.emoryhealthcare.org/  and access the login page.
  2. Enter your MyChart username and password. 
  3. Click Sign In.

How do I access MyChart on my mobile device?

myChart MyChart is available on iOS and Android devices. The mobile apps contain many of the same features as the MyChart website.

To install the MyChart app:

Go to the App Store or Google Play Store and search for “MyChart.”
After you have installed the app, tap Open or find the MyChart icon on your device and tap to open it.
    • Select Emory Healthcare from the list of organizations.

Do you provide MyChart access to minor and adolescent patients?

Emory Healthcare defines a minor as a patient who is between 0 and 12 years. An adolescent is a patient between 13 and 17 years.

A parent/guardian of a minor can create an account for the patient and receive full access to the health information in MyChart. This process needs to be completed during an in-person appointment with the care team.

Under Georgia laws, once a child turns 13, they can consent to specific treatments and procedures. Therefore, adolescents between 13 and 17 years will get their own MyChart account. Parents/guardians may have access as a proxy with limited access to health information.

If the adolescent needs a surrogate decision-maker, the care team will work with the surrogate to set up the appropriate MyChart account

What if I already have a MyChart account with a different health care organization?

If you have a MyChart account with another health care organization, you will still need to sign up for an Emory Healthcare MyChart account. Once you have done that, you will be able to link your MyChart accounts.

Click on Profile and then click Link My Accounts to get started. Then, select your account from the list and click Link Account .

How do I get help?

Need assistance? Call the Emory Healthcare MyChart team at  404-727-8820 , Monday-Friday, 7:30 a.m.-5 p.m. EST

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How to Use MyChart

How do I access MyChart on my computer?

  1. In your web browser, enter  https://mychart.emoryhealthcare.org  and access the login page.
  2. Enter your MyChart username and password. 
  3. Click Sign In.

How do I access MyChart on my mobile device?

MyChart is available on iOS and Android devices. The mobile apps contain many of the same features as the MyChart website.

To install the MyChart app:

Go to the App Store or Google Play Store and search for “MyChart.”
After you have installed the app, tap Open or find the MyChart icon on your device and tap to open it.
    • Select Emory Healthcare from the list of organizations.

How do I share my health record with a family member in MyChart?

While in MyChart, go to  Sharing, then to  Sharing Hub, and select  Give friends and family access. This is also known as proxy access.

On the Friends and Family Access page, click  Invite Someone under the Who Can See My Record? section.

Enter that person's name and email address, confirm the level of access and click  Send Invite. The invitation then appears as Pending at the top of the page.

After you send the invitation, the person will get an email saying that you've invited them to have access to your account. From this email, they can click on a link to accept the invitation. They will need to enter your date of birth to confirm that they know you.

After the person you've invited accepts the invitation, you'll receive a message to let you know. The “Pending” label next to that person's name on your Friends and Family Access page will be removed. You can return to this page at any time to edit or stop that person's access.

How do I see a family member’s record?

After you've received permission (see above), new information for your family member will appear on your own MyChart homepage. You can view any other information in your family member's record by switching to their chart.

To switch to your family member’s chart, go to the  Switch menu and select your family member's name.

Emory can grant access to MyChart on behalf of a patient with diminished capacity with certain paperwork in place, like a power of attorney (POA) or documentation from an Emory provider. 

How do I get help?

Call the Emory Healthcare MyChart team at  404-727-8820 , Monday-Friday, 7:30 a.m.-5 p.m. EST.

How do I send a message?

  • To send a message, go to your Message Center (Click Communication).
  • Then, click on Ask a Question.
  • Select the message type (e.g., Medical Question).
  • Select a recipient.
  • Select a subject and enter your message.
  • When you are finished, click Send.

How do I view my messages?

You can read any messages sent by your doctor or other clinic staff by going to your Message Center (Click Communication and then Messages). The Message Center includes five folders:
  1. The  Conversations Folder contains the messages between you and your care team or other clinic staff. The messages in this folder are organized to keep messages and related replies together.*
  2. *To flag a message you want to be able to find again easily, open it and bookmark it. The conversation then appears in the  Bookmarked Folder.
  3. The  Appointment Folder includes appointment reminders and confirmations.
  4. The  Automated Messages Folder includes messages automatically sent to and from your account. Confirmations that you paid a bill or filled out a pre-visit questionnaire will be here.
  5. The  Trash Folder includes any conversations you've deleted. If you realize you need a message again, you can restore it to its original folder.
You can choose to receive email or text notifications when new MyChart messages are available.
  • Go to Account Settings and then Communication Preferences.
  • Expand the Messages section and select a notification option.
  • Update your email address and mobile phone number, if needed, at the bottom of the page.

What is eCheck-in?

If an upcoming appointment is eligible for eCheck-in, you can use it to take care of tasks such as the following before you arrive at the clinic:

  • Pay visit copays
  • Pay pre-payments and balance payments
  • Verify or update insurance and demographics information
  • Verify or update medications, allergies, and current health issues
  • Answer appointment-related questionnaires

You can eCheck-in up to 7 days prior to your appointment. In MyChart, select ‘Visits’ and then select your upcoming appointment. Here you’ll be able to complete eCheck-in activities<

How do I pay my bill?

Go to Billing and then click on Billing Summary. To view additional information about your account, including past statements, click the View account link.

To make a payment:
  • Click on Billing and then click on Billing Summary.
  • Click Pay Now for the account you want to pay.
  • Enter the amount you plan to pay, along with your credit card or bank account information. Click Continue.
  • Review your payment information and click Submit Payment.

How do I upload a radiology image to MyChart to share with my Emory Healthcare provider?

Patients, family members and other health care facilities will use an application called PowerShare to share radiology studies (such as X-rays, CT scans, MRIs, and ultrasounds) done outside of Emory Healthcare.

How do I connect my MyChart account to a health management app?

If you already use a health app, you can connect it to your MyChart using your login ID and password.

Need additional help? If you would like to request that an app be connected to your health record, please call  404-727-8820 , 7:30 a.m.-5 p.m., EST Monday-Friday.

Remember, you should always consider the protection of your personal data and understand the security of any connections you make to applications outside of Emory. When you connect your health record to the app of your choice, you are responsible for protecting that data. It is then outside of Emory’s control. Emory is then no longer managing the security and use of your patient data, nor does Emory investigate the apps you choose to connect to outside of Emory. Read all policies in full and ensure you manage your data appropriately.

How do I connect my Emory Healthcare MyChart account with my MyChart account at another healthcare site?

If you've been seen at another healthcare organization, you can link that account with your Emory MyChart. Click Profile and then click Link My Accounts to get started. Then select your account from the list and click Link Account.

You may be able to view information from other medical records in MyChart, including:

  • Allergies
  • Care team
  • Health issues
  • Medications
  • Messages
  • Test results
  • Visits

I see an error in my information in MyChart. What should I do?

If you see an error in your information in MyChart, let your provider know, or contact  Medical Records.

I forgot my password. How can I reset it?

Click  Forgot Password? below the login. You will be asked to answer security questions to verify your identity.

Outside of MyChart, how do I request a complete copy of my medical record?

To request a copy of your medical record, contact the  Medical Records  team.

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About Your Previous Portals and Health Apps

What will happen/has happened to my previous Emory Healthcare patient portals?

If you already have a patient portal account with Emory Healthcare (e.g., Emory Blue Portal; Emory Gold Portal; Emory Eye Center Portal; or the patient portal for Emory Decatur, Emory Hillandale and Emory Long-term Acute Care), here’s what you need to know:
  • Other old Emory portals will remain active for 18 months, but the majority of your data will be in MyChart beginning October 1, 2022. It may take up to a month to see everything that will be coming over to MyChart as we move to Epic.
  • Some data will not be accessible in MyChart for about a year, but will be in your old portals during that time.
  • Please note: Between September 28 and October 1, 2002, portal messages will not be available. If you have questions or need to refill prescriptions, please call your provider. 
  • The Emory Healthcare Epic MyChart Vaccine Portal will no longer exist. All of your vaccine information will move to your new MyChart account starting October 1.

I previously connected my Emory Healthcare patient portal to a health management app. What happens to that connection?

Any connections you set up with health management apps through your Emory Healthcare patient portals will remain in place for 18 months after October 1, but no new data will be sent from these older portal connections.

To keep those apps updated beginning October 1, 2022, you’ll need to connect your Emory Healthcare MyChart account instead.

  • When the old Emory Healthcare patient portals go away for good, their connections to your health apps will also go away. But in many cases, this old data will remain on your mobile device. For example, if you connected your medical record to the Apple Health app, the data is stored on your device. If you connect to a health management app with your new Emory Healthcare MyChart account and your previous patient portal, you might have duplicate data.

Remember, always consider the protection of your personal data and understand the security of any connections you make to applications outside of Emory. When you connect your health record to the app of your choice, you are responsible for protecting your information. It is then outside of Emory’s control. Emory is then no longer managing the security and use of your patient data, nor does Emory investigate the apps you choose to connect to outside of Emory. Read all policies in full and ensure you manage your data appropriately.

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Epic Resource Center