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MyChart Frequently Asked Questions

General Questions
What if I need help?
What are hyperlinks?
Your Medical Record
Will my physician contact me through MyChart?
How do I communicate medical concerns?
Can I email my physician through MyChart?
Why don't all my health issues show up in my MyChart record?
My health reminders don't seem right to me, what do I need to do?
Why is my last date done on a health reminder wrong?
Who sees my request for an appointment or an appointment cancellation?
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?
Can I ask questions regarding a family member from my MyChart account?
Test Results
How do I see my test results?
Why do some of my test results have various status descriptions (Final Result, Pending, Edited)?
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 can I get a complete set of my medical records?
My Password and My Personal Information
What is my Clinic 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 internet 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?

You may call the MyChart Technical Support line at 216.444.1740 or 866.915.3383 8:00 A.M. through 10:00 P.M. Monday through Friday or on weekends from 8:00 A.M. until 4:30 P.M.

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".

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Underlined items appearing in blue are hyperlinks to more information.  Hyperlinks appearing under the Current Health Issues, 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 hyperlinks appearing under the primary physician and clinic headings are links within the MyChart application.  These links provide more detailed information concerning the physician and the primary department location where they practice.  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 physician contact me through MyChart?

Yes, when your physician releases new test results they may send you a note attached to your results or 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.  Be sure to login to MyChart often to check for new information.

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How do I communicate my medical concerns?

MyChart is not used to communicate medical concerns to your doctor.

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

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Can I email my physician through MyChart?

MyChart is not an email system and we do not recommend sending any confidential information through standard Internet email due to security concerns.  You will be asked to provide your email address so that you can receive email notification to log on to MyChart whenever new information has been made available.

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

Your Health Summary contains the record of health issues that have been released by your Cleveland Clinic doctor.  You can discuss this with your Physician during your next visit.

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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 Primary Care Physician during your next visit.  Your Primary Care Physician can override Preventive Care recommendations that may not apply to your specific situation.

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

The "Last Done" date on your Preventive Care procedure may not have been recorded if the procedure or test was not performed at the Cleveland Clinic.  If you see a date that is inaccuracte for a Preventive Care procedure performed at the Cleveland Clinic, please discuss it with your Primary Care Physician 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 MyChart appointment request.

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

Prescriptions written by non-Cleveland Clinic physicians will not appear on your medication list unless they are documented by your Cleveland Clinic physician in your Cleveland Clinic Electronic Medical Record.

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What information should I provide for a prescription renewal?

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 doctor.  A prescription renewal is not a method by which to communicate electronically with your physician 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 24 hours of receipt during normal business hours.  If you submit your request on a weekend or holiday, it will be received and processed 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 Primary Care Physician will document all medications in your electronic medical record.  If your Primary Care Physician did not originally prescribe 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 physician 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 physician 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?

The MyChart · Caregiver service allows a parent or guardian to log into their personal MyChart account and then connect to information regarding their family member.

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What is MyChart · Caregiver?

The MyChart · Caregiver service gives parents or legal guardians of minor children access to portions of their child's medical records.

MyChart · Caregiver can also be used by legal guardians or caregivers with Durable Power of Attorney for Healthcare of dependent adults to access portions of the medical record of their loved ones.

Complete the MyChart Pediatric Caregiver Application or MyChart Adult Caregiver Application 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 dependent child, you may ask your pediatrician for MyChart · Caregiver access at your next appointment rather than submitting an application.

For more information, please follow this link to the Cleveland Clinic MyChart · Caregiver page.

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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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How do I see my test results?

Click on the "My Medical Record" menu and select the "Test Results" link.  On the "Test Results" page, click anywhere within the row to display the results for that test.

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Why do some of my test results have various status descriptions (Final Result, Pending, Edited)?

A final result is complete and filed. An edited result is one that has been received and edited by the physician or entered manually by the office personnel. A pending result is one that might not be completed yet, i.e. the total lab might have 5 different result components but only 4 have been completed.

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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 your Primary Care Physician’s office 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?

Test results in your MyChart account are released at the discretion of the ordering physician.  If you do not see test results in MyChart, please call the ordering physician’s office and request the release of your information, or discuss it with your physician during your next visit.  Your physicians are not under any obligation to release results to MyChart.

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Can I see radiology images through MyChart?

The text portion of your plain film radiographic report can be viewed in MyChart. Other radiology reports such as MRI, Mammogram and Ultrasound are released at the discretion of the ordering physician. Radiographic 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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What is my Clinic Number?

Your Clinic Number is also called the Cleveland Clinic Number or medical record number. This number is an 8-digit number including any leading zeros. It is a unique number assigned to you when you first see a doctor in the Cleveland Clinic. You can find your Clinic Number on your bill statement, after visit summary, appointment schedule reminder, and appointment reminder letter. 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 provides added security if you have forgotten your MyChart password and utilize the Password Reset utility.  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 input the answer when creating your personal account.  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 physician'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 physician's office with your new information and will then be updated.

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

When new information is sent out to your MyChart account you will also get an internet email to let you know that new information is available.

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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 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 E-mail Address" link.  You must enter your new email address twice and then click the "Submit Changes" button.  This will instantly update your info 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. At the top of the Firefox window, click the History menu and select Show All History to open the Library window.

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. In the resulting list, right-click on the site you wish to forget, and select Forget About This Site.

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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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