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MyChart Frequently Asked Questions

General Questions
What if I need help?
What are hyperlinks?
Your Medical Record
Will my provider contact me through MyChart?
How do I communicate my medical concerns?
Can I message my Cleveland Clinic provider through MyChart?
Why don't all of my health issues show up in MyChart?
My Preventive Care recommendations don't seem right to me, what do I need to do?
Why is the "Last Done" date on a Preventive Care procedure wrong?
Appointments
Who sees my request for an appointment or an appointment cancellation?
What is the difference between Schedule My Appointment and Request an Appointment?
Why are only a limited number of providers available when I use the Schedule My Appointment or Request an Appointment features?
Medications
Why don't all my medications show up in my MyChart record?
What information should I provide for a prescription renewal?
Who sees my request for a prescription renewal?
How long does it take if I request a prescription renewal through MyChart?
Why do some of my medications listed say "Contact your prescribing provider" where the doctor's name should be?
Why is the "Request a renewal" link missing for some of my medications?
Why are some of my medications missing from the list on the "Request Rx Renewal" page?
MyChart Caregiver
How may I view a family member's health record in MyChart?
What is MyChart · Caregiver and how do I sign up?
Test Results
How do I see my test results?
I had a test a week ago but I don't see the results. Why?
I see some test results but not all of them from all of my physicians. Why?
Can I see radiology images through MyChart?
How do I get the complete set of my medical records?
My Password and My Personal Information
How do I find my Clinic Number or Account Number?
What is the security question used for?
How do I set up or change my security question and answer?
How can I update my telephone number in MyChart?
How can I update my address in MyChart?
Why do I have to have an email address to use MyChart?
I don't have an email address, how do I get one?
How can I update my email address in MyChart?
Troubleshooting
What is my browser information?
I can login to MyChart, but I am automatically logged out once I click on something. What can I do?

What if I need help?

By Phone:
You may call MyChart Technical Support at 216.444.1740 or 866.915.3383, 8:00 A.M. through 10:00 P.M. EST Monday through Friday or on weekends from 8:00 A.M. until 4:00 P.M. EST.

Voicemail messages are responded to Monday through Friday from 8:00 A.M.- 4:00 P.M. or by the next business day.

By Email:
Technical Support is also available by email at mychartsupport@ccf.org.

In addition, you may contact Technical Support through your MyChart account by clicking on the "Message Center" menu and selecting "Technical Support".

Email support hours are: 8:00 A.M. through 4:00 P.M. Monday through Friday. Please allow up to two business days for a response.

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Underlined items appearing in blue are hyperlinks to more information. Hyperlinks appearing under the Current Health Issues, Test Results, Immunizations, Allergies, Medications, and Preventive Care sections take you outside of the MyChart application to web pages that specialize in those topics. Some of these links will bring you directly to the specific topic while others will allow you to conduct your own search on a Cleveland Clinic approved website. If you wish to return to MyChart, simply select the "X" or close window icon in the upper right corner of the screen.

The "Last Done" hyperlinks in the Preventive Care section also stay within MyChart and provide a list of dates that the Preventive Care procedure was conducted.

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Will my provider contact me through MyChart?

When your provider releases new test results they may add comments within your results or send a secure patient message to help you understand the significance of the test result. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or your provider may ask you to call her or his office to discuss your test results.

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How do I communicate my medical concerns?

The Message My Doctor’s Office feature enables you to send a secure message regarding a non-urgent medical concern to the providers that you are established with and receive a response from a member of the healthcare team within three business days.

An established provider is a provider you have seen in the last fifteen months.

IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

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Can I message my Cleveland Clinic provider through MyChart?

The Message My Doctor’s Office feature enables you to send a secure message regarding a non-urgent medical concern to the providers that you are established with and receive a response from a member of the healthcare team within three business days. An established provider is a provider that you have seen within the last fifteen months.

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Why don't all of my health issues show up in MyChart?

Your Health Summary contains the record of health issues and diagnoses for which you are actively being treated. This section will not include short-term diagnoses you are treated for, such as a sinus infection. If you have questions or concerns regarding the health issues listed, please discuss this at your next visit with your provider.

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My Preventive Care recommendations don't seem right to me, what do I need to do?

Preventive Care procedures are suggested based on your age and gender and in some cases a specific diagnosis you may have. You are encouraged to discuss this information with your provider during your next visit. Your provider can update Preventive Care recommendations that may not apply to your specific situation.

If you see that you are overdue for a regularly scheduled Preventive Care item please request an appointment through the Request An Appointment feature.

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Why is the "Last Done" date on a Preventive Care procedure wrong?

The "Last Done" date on a particular Preventive Care procedure may not have been recorded if the procedure or test was not performed at Cleveland Clinic. If you see a date that is inaccurate for a Preventive Care procedure that was performed at Cleveland Clinic, please discuss it with your provider at your next visit so the record can be updated.

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Who sees my request for an appointment or an appointment cancellation?

These requests are routed to appointment schedulers. Your doctor will not see this information. Please do not include any personal health information with an appointment request or an appointment cancellation.

If you see that you are overdue for a regularly scheduled Preventive Care item please request an appointment through the Request An Appointment feature.

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What is the difference between Schedule My Appointment and Request an Appointment?

Schedule My Appointment enables you to view your established primary care provider’s open schedule and book an appointment online in real-time. This feature is available in internal medicine, family medicine, geriatrics, or pediatrics at any of our family health center locations, and internal medicine at main campus.

Request an Appointment is available for all departments with your established providers, and enables you to select your preferred dates and times, or request the first available appointment. An appointment scheduler will book the appointment for you and send a secure message in MyChart with the appointment details.

An established provider is a provider you have seen in the last three years.

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Why are only a limited number of providers available when I use the Schedule My Appointment or Request an Appointment features?

The Schedule My Appointment feature is available for your established providers in internal medicine, family medicine, geriatrics, or pediatrics at any of our family health center locations, and internal medicine on main campus. The Request an Appointment feature is available for all of your established providers. An established provider is a provider you have seen in the last three years.

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Why don't all my medications show up in my MyChart record?

The Medication List in MyChart will only show current medications. Discontinued medications are not included. Prescriptions written by non-Cleveland Clinic providers also will not appear on your medication list unless they are documented by your Cleveland Clinic provider in your Cleveland Clinic Electronic Medical Record. You will only have the ability to request a renewal for active medications which are prescribed by a Cleveland Clinic provider.

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What information should I provide for a prescription renewal?

Renewal Requests are only available for current medications that have been prescribed by a Cleveland Clinic provider. You should provide the following information for a prescription renewal:

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Who sees my request for a prescription renewal?

Many people on your health care team are involved with these types of requests. Please do not include personal health information intended for your provider. A prescription renewal is not a method by which to communicate electronically with your provider on health related matters.

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How long does it take if I request a prescription renewal through MyChart?

Every attempt is made to process prescription renewals within 48 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received the following business day.

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Why do some of my medications listed say "Contact your prescribing provider" where the doctor's name should be?

Your Cleveland Clinic providers may document all of your medications in your electronic medical record. If your provider did not originally prescribe some of the medications but documented them in your record, you will see "Contact your prescribing provider" in the provider information listed on the medication page. Medications in this category cannot be renewed through MyChart.

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Medications that have been documented - but not prescribed - by a Cleveland Clinic provider cannot be renewed through MyChart. The "Request a renewal" link won't show up in this case.

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Why are some of my medications missing from the list on the "Request Rx Renewal" page?

Medications that have been documented - but not prescribed - by a Cleveland Clinic provider cannot be renewed through MyChart. The medication(s) won't show up on the "Request Rx Renewal" page in this case.

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

You will need to establish a MyChart · Caregiver account. The MyChart · Caregiver feature allows:

Complete the MyChart Pediatric Caregiver Request Forms, the MyChart Caregiver Request Forms for Court Appointed Guardians or the MyChart Adult Caregiver Request Forms for Authorized Caregivers and return it to the address listed on the form to request access to this convenient service.

If you already have a MyChart account and are the parent of a minor patient, you may ask your pediatrician for MyChart · Caregiver access at your next appointment rather than submitting an application.

When pediatric patients turn 18 years old, MyChart · Caregiver accounts are automatically disabled.

For more information, please visit clevelandclinic.org/mychart, and select the “For Caregivers” tab.

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What is MyChart · Caregiver and how do I sign up?

Caregivers who use MyChart can also sign up for the MyChart · Caregiver feature, which allows:

If you already have a MyChart account and are the parent of a minor, you may ask the front desk support personnel at your pediatrician’s office for MyChart · Caregiver access at your next appointment, rather than submitting an application.

For more information, please visit clevelandclinic.org/mychart, and select the “For Caregivers” tab.

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How do I see my test results?

From the home page click on the “View your test results” box, or from the My Medical Record menu, select the “Test Results” option. Click on the test result you wish to review. The Test Details page for that test will open. Any comments or additional notes the provider may have added to a result will be seen at the top of the Test details page.

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I had a test a week ago but I don't see the results. Why?

It may take several days or even weeks for certain tests to be resulted. If you feel that your test results should be available but you don't see them in MyChart, it is best to call the office of the provider who ordered the test(s) to discuss the test results.

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I see some test results but not all of them from all of my physicians. Why?

Most test results are automatically released into MyChart, with the exception of certain sensitive tests. It may take several days or even weeks for certain tests to be resulted and released into MyChart. If you do not see test results in MyChart, please call the office of the provider who ordered the test(s) and request the release of your information, or discuss with your provider during your next visit.

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Can I see radiology images through MyChart?

The text portion of your radiology imaging report can be viewed in the Test Results section of MyChart. The actual radiology images are not transmitted through MyChart at this time. You can obtain copies of radiology images (X-Rays or CT Scans for example) by contacting the Department of Radiology at 216.444.6651.

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How do I get the complete set of my medical records?

You can obtain your medical records by contacting the Health Data Services department at 216.444.2640.

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How do I find my Clinic Number or Account Number?

You can find your Clinic Number on your after visit summary and appointment reminder letter. It is also listed on your billing statement as your account number. For tips on finding your Clinic Number click here.

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What is the security question used for?

The security question and answer that you set up when activating your MyChart account provides added security if you have forgotten your MyChart password. When utilizing the Password Reset feature, you are required to answer your security question before being allowed to make a password change online.

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How do I set up or change my security question and answer?

If you are setting up a new MyChart account you are prompted to choose a security question and enter the answer. If you are a patient with an established MyChart account, log into your account, Click Preferences, and then Click Change Password. You will need to scroll down to the bottom of that page to the Security Question section. You will be able to view your current security question if set up, as well as change or establish a new security question and answer.

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How can I update my telephone number in MyChart?

Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your provider's office with your new information and will then be updated.

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How can I update my address in MyChart?

Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your provider's office with your new information and will then be updated.

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Why do I have to have an email address to use MyChart?

MyChart will never send personal health information via email; however, you will receive an email notification to alert you when there is new information to be viewed in your secure MyChart account.

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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library or internet carrier for more information.

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How can I update my email address in MyChart?

Click on the "Preferences" menu and select the "Change Email Address" link. You must enter your new email address twice and then click the "Submit Changes" button. This will instantly update your information in MyChart and your electronic medical record.

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What is my browser information?

Click here to display your browser information.

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I can login to MyChart, but I am automatically logged out once I click on something. What can I do?

If you are an AOL user:

Please note: This issue has been reported and can be reproduced with AOL 9.5. At this time, there is no known solution.

Please follow these instructions as a workaround to using the AOL 9.5 browser:

For FireFox users:

Enable cookies for the website

Make sure that Cookies - Information that websites store on your computer are enabled for the site in question:

  1. At the top of the Firefox window, click on the Tools menu and then select Options.
  2. Select the Privacy panel.
  3. Set Firefox will: to Use custom settings for history.
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  4. Make sure Accept cookies from sites is selected.
  5. Make sure Accept third party cookies is selected. Disable third-party cookies in Firefox to stop some types of tracking by advertisers can cause problems with some websites. Enable this setting to rule it out as a cause for your problem.
  6. Click Exceptions....
  7. Make sure the site you're trying to access isn't listed. If it is listed, click on its entry, then click Remove Site.

If you changed any settings, try logging in to the site again.

Clear history for that site

The cookies and temporary data already stored on your computer may be causing the problem. Delete them, then test for your problem:

  1. 1. At the top of the Firefox window, click the History menu and select Show All History to open the Library window.
  2. 2. At the top right corner, type the name of the website you wish to forget in the Search History field, and press Enter.
  3. 3. In the resulting list, right-click on the site you wish to forget, and select Forget About This Site.
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  4. 4. Close the Library window.

Clear all cookies and the cache

If deleting cookies for the site with the problem did not fix the error, clear all the cookies stored on your computer and clear the Firefox cache:

Check Extensions and Plugins

Some extensions can cause problems with logging in to websites, especially extensions associated with certain websites. For example:

Some plugins can also cause problems logging in to websites. See the Troubleshoot issues with plugins like Flash or Java to fix common Firefox problems articlefor instructions on how to determine whether a plugin is causing your problem.

Security application is blocking cookies

Some Internet security and privacy applications have features that block cookies. Check the documentation that came with your software or visit the software provider's support site, to see if your application includes a cookie control feature and how you can change those settings.

Remove corrupt cookies file

If you can't log in to websites after removing the cookies associated with it, clearing your Firefox cache, and trying with your extensions and plugins disabled, and have checked security software, you may have a corrupt cookies file in your Firefox profile folder.

This will remove all your stored cookies and essentially log you out of all saved sessions on all websites.

All other users:

To determine if Content Advisor is enabled:

To add MyChart to your list of approved sites:

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