MyChart Frequently Asked Questions

General Questions
What is MyChart?
Who can sign up for MyChart?
Is there a fee to use MyChart?
What do I need to use MyChart?
Can I view my minor child's medical record in MyChart?
I have a question that isn't answered here, what should I do?
Access and Security
Is MyChart secure?
How do I sign up to use MyChart?
How do I get a MyChart activation code?
My activation code doesn't work or I lost it. What should I do?
When I try to sign in, MyChart keeps telling me "login unsuccessful", what should I do?
How should I choose a secure password?
I forgot my password, how I do find out what it is?
Is my activation code my MyChart Username?
How do I change my password?
How often should I change my password?
Using MyChart
Are all my test results available through MyChart?
I was reviewing MyChart and was interrupted with a phone call, when I returned I found that I was logged out of MyChart. What happened?
I am not receiving alerts to my regular Email when I have new MyChart information. What is wrong?
How do I update my home address, phone number, or Email address?
Why isn't there a check box next to the appointment I want to cancel?
MyChart Billing Features
Where can I view my billing information?
I see multiple locations listed on the Billing Account Summary page, but I can only pay for my MultiCare Health System account. Why?
How do I sign up for paperless billing?
Will I receive notifications or reminders for my billing information?
Who sees my billing information?
Is my credit card information secure?
How do I make a payment?
I have a billing question that isn't answered here. What should I do?
Can I set up a payment plan or schedule recurring payments?
Some of my billing information is not listed (such as my worker's compensation charges). Why?
Why can't I see my statements before August 2015?
I need an itemized bill for my insurance company or health savings account. What should I do?

What is MyChart?

MyChart is your secure online connection to your medical record and your doctor's office. With MyChart, you can:

  • Schedule, confirm, or cancel an appointment (24 hours notice is required to cancel an appointment)
  • Review past appointments and procedures
  • Request prescription renewals
  • View information from your medical record including lab results and immunizations
  • Request referrals to specialists
  • Get preventative health reminders and information
  • Download a printable wallet-size card of your vital health information
  • Pay your medical bills online
  • Update your personal information

MyChart is not to be used for urgent matters. Please call your provider's office or 911 for all urgent matters.

Who can sign up for MyChart?

MyChart is available to patients 13 and older who have had a visit with a MultiCare facility or with one of its CareConnect affiliates participating in MyChart.

Is there a fee associated with using MyChart?

There is no fee for using MyChart.

What do I need to use MyChart?

To access MyChart, you need access to a device with Internet access and an up-to-date browser (such as Internet Explorer, Google Chrome or Safari).

Can I view my minor child's medical record in MyChart?

You may sign up for Proxy access for your child under 18 or for other family members. For further details, please contact the patient's primary care provider's office.

I have a question that isn't answered here, what should I do?

If you need help with MyChart, call MyChart Customer Support at 844-388-2356. For your security, MultiCare employees are unable to view your password. If you are experiencing a health-related problem, call 911 or your physician's office.

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. To prevent unauthorized access, all medical information is stored safely behind multiple firewalls in MultiCare's electronic medical record system.

How do I sign up to use MyChart?

You may either ask your provider for an activation code during your visit or select the Register For MyChart Access Code link to submit an electronic request for your activation code. With your activation code, you can then set up your account.

How do I get a MyChart Activation Code?

You may either ask your provider for an activation code during your visit or select the Register For MyChart Activation Code link to submit an electronic request for your activation code.

My activation code doesn't work or I lost it. What should I do?

For your security, your activation code automatically expires after 90 days, or after it is first used. If you need a new activation code, use the Register For MyChart Access Code link to submit an electronic request for your activation code. If you need additional help please call MyChart Customer Support at 844-388-2356.

Is my activation code my MyChart Username?

No, your activation code is only used one time to sign up for MyChart. During the sign-up process, you will choose a MyChart Username and password that you will use from then on to sign in to MyChart. You may also set a password hint at that time. We encourage you to set the password hint in case you forget your password in the future.

When I try to sign in, MyChart keeps telling me "login unsuccessful," what should I do?

Your MyChart Username and password are created by you during your account set up and must match exactly when you access MyChart again. The fields are case sensitive. Make sure your Caps Lock key is not on. Make sure you do not enter extra spaces or characters in either the MyChart Username or password boxes and try again.

If you have forgotten your MyChart Username click the "Forgot MyChart Username?" link and fill in the form to have your MyChart Username emailed to you.

If you have forgotten your password, click the "Forgot Password?" link and fill in the form to receive a password hint.

If you are still having problems signing in, please call MyChart Customer Support at 844-388-2356.

How should I choose a secure password?

The password you create is the key to protecting the privacy of your information available through MyChart. We recommend following the steps below to create a secure password.

Use at least eight characters, do not use your MyChart Username or real name in your password, do not use complete words, select a password that is very different from previous passwords, do not repeat your last four passwords, and select a password that uses a mix of uppercase letters, lowercase letters, and numbers. The strength of your password is based on the length and complexity of your password. The longer and more complex the the password the more secure it will be.

Once you have created your own unique password, only you will know what it is. No one at MultiCare will be able to see it.

I forgot my password, how do find out what it is?

Click the "Forgot Password?" link and fill in the form. Your password hint will be sent to you via Email.

How do I change my password or security question/answer?

After you sign in to MyChart, select the More tab at the upper right of the screen and then select Change Password and follow the directions to change your password or change your security question/answer.

How often should I change my password?

For your security, we recommend you change your password every 90 days.

Are all my test results available through MyChart?

Laboratory and Imaging results (not the actual picture) are accessible through MyChart. Some tests of a very sensitive nature will not be released to MyChart.

I sometimes get logged out of MyChart. What happened?

To protect your privacy, while logged in to MyChart if your keyboard remains idle for 10 minutes or more, you will be automatically logged out. Any information you have typed will be lost. We recommend that you do not leave your MyChart account open if called away. Always log out to protect your privacy.

I am not receiving alerts to my regular Email when I have new MyChart information. What is wrong?

Sign in to MyChart and click the Settings icon at the upper right of the screen and select Notifications. Make sure that the alert types you would like to get are checked for email and click Save. Finally, verify that your email address is current and correct. To edit your email address click the pencil icon, edit and click the green check to save your changes.

How do I update my home address, phone number, or Email address?

After you sign in to MyChart, select the Health folder and select Demographics. Update as needed and click Accept Changes button to complete the change.

Why isn't there a check box next to the appointment I want to cancel?

24 hours notice is required to cancel an appointment through MyChart. The check box is automatically removed when there are less than 24 hours until the appointment. Please contact your provider's office by phone if you need to cancel an appointment with less than 24 hours notice.

Where can I view my billing information?

You can view billing details from multiple locations within MyChart. Under the Billing tab, select Billing Account Summary. From the home page, click on the "View your billing acct summary" icon. For mobile devices, you may need to swipe to the next page to find the billing feature icon.

I see multiple locations listed on the Billing Account Summary page, but I can only pay for my MultiCare Health System account. Why?

At this time, only MultiCare Health System accounts are configured for online bill payment through MyChart. For all other locations, please call the number listed on the location's statement to make payments or ask questions.

How do I sign up for paperless billing?

From the Billing Account Summary page, click the hyperlink at the bottom of the page next to the leaf icon, "sign up for MultiCare Health System paperless billing" and respond to the prompts. Please note that, at this time, paperless billing is only available for MultiCare Health System accounts.

Will I receive notifications or reminders for my billing information?

Yes. Notifications are sent when you receive a new statement, billing letter, or if your credit card is expiring.

Who sees my billing information?

Only the guarantor (the person financially responsible for an account) is able to see billing information. Those who have clinical proxy access (such as spouses, or children) do not see billing information. Guarantors are able to view all billing information for any patients associated with their accounts.

Is my credit card information secure?

Yes. MultiCare follows PCI-DDS certification requirements and ensures that all credit card data is encrypted and secure. Credit card data that is stored is done so via an encrypted token, so sensitive card holder information is not saved in our system.

How do I make a payment?

From the Billing Account Summary page, click the "Pay" button on the MultiCare Health System account. You can then select the specific visit that you would like to pay for. Next, enter your demographic information and credit card information. You can choose to save your credit card for future use if you like. Then, simply select "continue" to process your payment. You will receive a MyChart message to confirm that your payment has been processed.

I have a billing question that isn't answered here. What should I do?

You can ask questions by either selecting “send us a customer service request” from the Billing Acct Summary and Account Details page under the Billing tab, or you can call the phone number listed on your statement. Our Customer Service representatives are ready and able to help assist you with any Customer Service Billing questions you may have.

Can I set up a payment plan or schedule recurring payments?

Yes! MyChart now offers our patients the option of setting up a payment plan. By selecting Billing Acct Summary and Account Details page under the Billing tab, then selecting “Set up a payment plan” patients will be offered the option of scheduling a 12-month interest free payment plan. If you wish to pay in fewer months you can increase the monthly payment amount by updating the total monthly payment section. Please note that we are unable to accept a payment plan that would extend beyond 12 months.

Some of my billing information is not listed (such as my worker's compensation charges). Why?

MyChart Billing only displays billing information for personal/family accounts at this time. This does not include special services such as worker's compensation, third-party liability, corporate, etc. Please contact the number on your statement if you have specific questions about these types of services.

Why can't I see my statements before August 2015?

The billing functionality in MyChart became effective on August 3, 2015. You will only see statements generated from that date forward. If you need to see historical details, please request an itemized bill for the specific date of service.

I need an itemized bill for my insurance company or health savings account. What should I do?

Send us a secure request asking for the itemized statement by selecting “send us a customer service request”. This link can be found on the Account Detail page, from the Billing Acct Summary page. The itemized statement will be sent to you within one week. You may also select “view recent payments” from either the Account Detail page or the Billing Account Summary page to view all payments made for a specific date range.”