MyChart Frequently Asked Questions

Enrollment Questions
What is 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 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?
MyChart For My Family
Can I view a family member's health record in MyChart?
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?
My activation code does not work, what should I do?
Where can I update my personal information (e.g., home address, e-mail or my password)?
MyChart Billing
What is MyChart Billing?
Where can I view my billing information?
Can I see billing information for my child's account?
Who else can see billing information for my child's account?
Can I pay my bill online?
How do I pay my bill within MyChart?
I'd like to pay a bill but I'm not the patient's guarantor. Can I still pay the bill?
Why can't I see a balance?
Will I receive notifications or reminders for my billing information?
Can I schedule recurring payments?
Can I pay all of my Children's Health bills via my MyChart account?
Is my credit card information secure?
I need an itemized bill for my insurance company or health savings account. What should I do?
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?
Share Your Record
What is Share Everywhere?
What information can the share code recipient see?
Can a patient use Share Everywhere to share a family member’s information?
How long can the share code recipient view the patient’s record?
How is Share Everywhere secure?
Does Share Everywhere work on all all devices?
I’m a patient and I don’t see Share Everywhere in my MyChart account. What should I do?
Where do notes that providers write on the Share Everywhere website go?
Can someone from the patient’s health system respond to the person who sent the note through Share Everywhere?

What is MyChart?

MyChart is the online health records system Children's Health offers our patient families. Available in both English and Spanish, MyChart provides a comprehensive digital dashboard of your child's health care needs. From the convenience of your personal computer or mobile device, you can:

  • Securely message with your child's care team,
  • Request and view medical records,
  • View appointments,
  • Request prescription refills,
  • Access test results and
  • Pay bills online
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Is there a fee to use MyChart?

No, MyChart is a free service offered to our patients.

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How do I sign up?

Fill out and submit this registration form on the Children's Health MyChart portal. Our Health Information Management team will review and verify your information, and email you an activation code within seven days of your request.

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Who do I contact if I have further questions?

You may call our MyChart Patient Support Line at 1-866-499-2742.

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When can I see my test results in MyChart?

Most test results are released to your MyChart account within one to 12 days.

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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. 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 one to three business days. Please note that MyChart should not be used for urgent situations. As always, dial 911 if it is an emergency.

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

Yes you can. This is called proxy access and allows a parent (or guardian) to log in to their personal Children's Health MyChart account, and then connect to information regarding their family member.

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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 request and establish their own MyChart account by filling out and submitting a registration form on the Children's Health MyChart portal. Our Health Information Management team will review and verify your information, and email you an activation code within seven days of your request.

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I forgot my password. What should I do?

You may contact our MyChart Patient Support Line at 1-866-499-2742 to request a new, secure password. You may also click the "Forgot Password/Account Reset" link on the sign-in page to reset your password online.

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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?

Contact the MyChart Patient Support Line at 866-499-2742 and after we verify your information, a new code will be sent via e-mail.

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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, you can call our MyChart Patient Support Line at 1-866-499-2742.

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

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

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What is MyChart Billing?

Depending on your level of access, MyChart Billing allows you to view current open accounts, previous statement information and previous payments, and make payments.

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Where can I view my billing information?

When logged in to your personal Children's Health MyChart account, you can view billing details by clicking the Billing tab, which is visible from the Welcome page. From there, select "Billing Acct Summary." When using the MyChart mobile app, you may need to swipe to the next page to find the billing feature icon.

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Can I see billing information for my child's account?

If you are the guarantor for your child and have an active Children's Health MyChart account that is linked to your child's account, you can view your child's billing information. If you need to link your account to your child's account, call Health Information Management at 214-456-2509.

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Who else can see billing information for my child's account?

Only the guarantor (the person financially responsible for an account) can see billing information, provided the Children's Health MyChart accounts are linked. Guarantors can view all billing information for any patients associated with their accounts. Individuals who only have clinical proxy access cannot see billing information.

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Can I pay my bill online?

As is the case with viewing billing information, the ability to pay a bill depends on your level of access. If you have the appropriate level of access, you can pay your bill online and receive a confirmation number sent directly to your MyChart message center.

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How do I pay my bill within MyChart?

If you have appropriate access, you can pay your bill by logging in to your MyChart account and navigating to your statement. To do this:

  • Select the Billing tab
  • Click the Billing Acct Summary option
  • If you have an outstanding balance, you can click the "Pay" button next to the bill(s) you want to pay
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    I'd like to pay a bill but I'm not the patient's guarantor. Can I still pay the bill?

    Because the MyChart bill pay system is directly linked to the patient's electronic medical record, only the person listed as the guarantor may use MyChart to pay that patient's bill. If you are not the guarantor, you can utilize our other online bill pay system, providing you have the physical bill and are paying it within 30 days of the bill's printed date. If this is not the case, please call Patient Financial Services at 214-456-2455 to discuss your options.

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    Why can't I see a balance?

    If the account is in a closed status, paid in full or qualifies for a billing hold, it will not appear in MyChart. For questions regarding an account that you are unable to view in MyChart, please contact Patient Financial Services at 214-456-2455.

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    Will I receive notifications or reminders for my billing information?

    Yes. Notifications are sent when you make a payment or receive a new statement or billing letter.

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    Can I schedule recurring payments?

    No, this functionality is not yet available in MyChart.

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    Can I pay all of my Children's Health bills via my MyChart account?

    No, only select Children's Health invoices are configured for online bill payment through MyChart. For more information on identifying and paying your bill, visit our Pay My Bill page.

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    Is my credit card information secure?

    Yes. Children's Health follows PCI-DDS certification requirements and ensures that all credit card data is encrypted and secure.

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

    Please contact Patient Financial Services at 214-456-2455.

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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. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged in 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 to your health records and will never be sold or leased by MyChart.

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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 in to 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.

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    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).

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    What is Share Everywhere?

    Share Everywhere provides a way for patients to share their medical information with the people who are taking care of them, even if a care provider doesn’t have access to an EHR. Using the MyChart website or a MyChart mobile account, patients can generate a share code and provide it to the person they want to share their health data with. This might be a doctor, chiropractor, physical therapist, dentist, or school nurse, for example. The share code recipient enters that code and the patient’s date of birth on the Share Everywhere website to receive one-time, temporary access to the patient’s health information. The person who views this information can also write a note back to the patient’s health system to help keep them informed of the care they provided.

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    What information can the share code recipient see?

    The person who receives the share code can see a subset of the same information the patient can see in their own MyChart account, including medications, allergies, health issues, immunizations, care gaps, lab results, medical history, visit records, and code status. If the patient’s health system hasn’t made a particular part of the chart available to the patient in MyChart, it also won’t be available in Share Everywhere.

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    Can a patient use Share Everywhere to share a family member’s information?

    Yes, if the healthcare organization allows it and the patient has access to the family member’s information in MyChart. For example, if a parent has proxy access to her child’s chart in MyChart, the parent can generate a share code from the child’s record and give it to the provider just like she could from her own MyChart account. The provider can see the same information the parent can see for her child.

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    How long can the share code recipient view the patient’s record?

    The person who receives the share code can view the patient’s health information only until they log out of the Share Everywhere website. They cannot log in later and see it again unless the patient gives them another share code.

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    How is Share Everywhere secure?

    To generate a share code, patients must be logged in to their MyChart or MyChart mobile account. When they generate a share code, it is valid only until it’s used, up to five minutes. To be able to see a patient’s information in Share Everywhere, the share code recipient must also know the patient’s date of birth. If this person enters the patient’s date of birth incorrectly three times, the share code is invalidated. As an additional layer of protection, the share code redemption page is protected by reCAPTCHA.

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    Does Share Everywhere work on all all devices?

    Patients can generate share codes from any computer or device with access to the MyChart website, or through the MyChart mobile app, which is supported on Android and iOS devices. Note that patients must update the mobile app to version 5.4 or higher to use Share Everywhere.

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    I’m a patient and I don’t see Share Everywhere in my MyChart account. What should I do?

    Contact your healthcare organization if you don’t see Share Everywhere features in MyChart.

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    Where do notes that providers write on the Share Everywhere website go?

    Notes providers write in Share Everywhere are sent back to the healthcare organization from which the patient generated the share code, where they are filed to the patient’s chart.

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    Can someone from the patient’s health system respond to the person who sent the note through Share Everywhere?

    There is no way to respond directly through Share Everywhere, but providers are prompted to include their contact information in the notes they send so that they can be reached if needed.

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