MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
What Do I Need to use MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why don't I see any Radiology/Imaging scans in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Will MyChart have old information from previous a patient portal?
Can I message all my providers?
Why are certain test results not shared electronically via MyChart?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
Is there a mobile app for MyChart?

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
  • View and pay your Mount Sinai Doctors Faculty Practice Providers.
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What Do I Need to use MyChart?

You need access to a computer connected to the Internet and the most current version of any modern web browser, such as Internet Explorer, Google Chrome or Mozilla Firefox. If you would like to check if your browser is running the most current version, please visit https://whatbrowser.org/

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

For patients in Mount Sinai Doctors Faculty Practice an activation code will be on your statement. Current Mount Sinai patients 18 years or older can sign up for MyChart without receiving an activation code by clicking on the Sign Up button on the MyChart homepage. To navigate there directly, click on the following link: MyChart Self Signup

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Who do I contact if I have further questions?

You may e-mail us at mychartsupport@mountsinai.org, or you can call our MyChart Patient Support Line at 1-855-343-3470.

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When can I see my test results in MyChart?

Many lab results are automatically released to your MyChart account after 3 business days. Radiology/Imaging as well as certain Pathology results will be released to your MyChart account after 3 weeks. Please note that only if you do not see the result you are looking for, your provider may need to manually release them to your account. You can message your Provider via MyChart or phone their office directly to resolve this matter.

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Why don't I see any Radiology/Imaging scans in MyChart?

Unfortunately, only result notes entered by your provider can be viewed in MyChart at this time. We hope to include the ability to access Radiology/Imaging scans in the future.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.

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If some of my health information on MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Will MyChart have old information from previous a patient portal?

Currently, MyChart will not have old information from your patient portal. Please contact your provider if you would like them to enter/resolve your old medical record information into your current medical record.

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Can I message all my providers?

If you have had an office visit within the last year with your provider, then you will be able to message them through MyChart messaging. If you have an upcoming office visit with a new provider, you will be able to message them within 7 days of your first appointment.

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Why are certain test results not shared electronically via MyChart?

Certain sensitive test results (such as HIV tests) are not automatically released to MyChart. Please contact your provider if you have questions about sensitive test results.

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

Yes you can. This is called Proxy access, which allows you as a parent (or guardian) to log into your family member's personal MyChart account and view their information. Proxy access can only be granted in person by your family member's provider upon completion of the Proxy Consent form. For additional information, please contact your family member's provider.

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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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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

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I forgot my password. What should I do?

You may e-mail us at mychartsupport@mountsinai.org, or you can call our MyChart Patient Support Line at 1-855-343-3470.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Please call your provider's office directly if you have any questions regarding your activation code. We are not authorized to provide new activation codes over email or phone.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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How 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.

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What is your Privacy Policy?

MyChart is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart or Mount Sinai Health System.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). Please add donotreply@mountsinai.org to your safe senders list in order to receive MyChart notifications in your email.

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My activation code does not work, what should I do?

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, please call your provider.

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Is there a mobile app for MyChart?

Yes, MyChart users can now download the MyChart mobile application for free. With this app, you will be able to view test results, medications, future appointments and much more.

The MyChart mobile application is currently available for Apple and Android devices.

Download instructions:

  1. Access the Apple App Store or Android Play Store on your mobile device.
  2. Search for 'MyChart' to locate the application.
  3. Download the free MyChart application.
  4. Launch the MyChart application and select Mount Sinai as your healthcare provider.
  5. Log in using your MyChart username and password.
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