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MyChart Login and Activation Issues

Login Issues

What to try first if you’re having trouble logging into MyChart®:

  • Attempt to clear browser cookies and cache:
    • Windows® devices: Press the ctrl + F5 keys at the same time or ctrl + Shift + Delete at the same time
    • Mac/Apple® devices: Press the Apple key + R, OR the Command key + R at the same time
  • Wrong credentials: Double check and make sure you are entering the correct username and password. Sometimes your web browser can auto-fill these spaces. Make sure the username and password spaces are clear before typing in your credentials.
  • Network connection: Check your network connection by seeing if you can visit or log into other websites. Poor network connection can cause issues logging in.
  • Try logging in from a different device or web browser.
  • If you are trying to log in from the MyChart app, try switching to the website version, or vice versa.

If you have forgotten your credentials, please use one of the options below to retrieve them.

MyChart two-factor authentication (TFA or 2FA)

What is MyChart two-factor authentication (TFA or 2FA)?

We have implemented two-factor authentication (TFA or 2FA), also known as two-step verification, to provide an additional layer of security for your MyChart login.

  • You are automatically enrolled in this extra security feature, and two-factor authentication cannot be disabled.
  • If you forget your password, you no longer need to answer security questions — just complete the two-factor process.
  • You’ll receive a unique code via email or text message, valid for 10 minutes.

Your security is our priority, and we continually work to make MyChart secure and user-friendly.

When you log in

If you have not set up two-factor authentication, when you attempt to log in, you should see the screen below:

Verify your identity screen with option to send a code via text or email

The code will be sent to the email address or phone number we have on file for you. If you choose the 'Text to my phone' option, the SMS message will come from a pre-defined number 27182.

Text message from MyChart showing the security code for login

Once the code has been sent, you will see the screen below where you can enter the code:

MyChart screen prompting the user to enter the security code sent

Trusting a device

You have the ability to "Trust this device". This means you won't need to enter a two-step verification code every time you log in from that particular device. These devices will stay trusted for a full year (365 days) after you've set them up. You can set up both mobile devices and desktop browsers as trusted devices. "Trust this device" is turned on by default when you log in with two-factor authentication. If you do not want to trust that device (if the device is not yours, for example), click on the toggle bar to unselect it.

Please note: Two-factor authentication cannot be disabled, and is designed to add further security to your MyChart account.

What if I do not receive a code?

If you do not receive a code within the next ten minutes, try the following:

  • Did you opt for email?
    • Switch to text message to have the code sent to, or vice versa.
    • Make sure to check your junk or spam folders to make sure the email did not land in there.
  • Did you opt for a text code?
    • Check your blocked numbers registry to make sure you do not have the 27182 number blocked on your phone.
  • Using the website version?
    • Try sending the code from the mobile app version, or vice versa.
  • Try using a different device.

The two-factor authentication code will be sent to the phone number or email address on file. If you have tried the troubleshooting steps above and still have not received a code it is possible we have a wrong email address or phone number on file. Please contact MyChart Support at 866.915.3383 to have your demographics updated.

Notification confirmations

If it's been 30 days since you last confirmed, a notification confirmation window will pop up when you log into MyChart, asking you to confirm your email address. You also have the option to enable email notifications directly from this window, or you can click a button to manage your notifications more thoroughly on the Notification Settings page.

What if my phone is lost or stolen and I cannot receive a two-step verification code?

You will need to call technical support at 866.915.3383.

MyChart Account Activation and Deactivation

MyChart account activation and deactivation information:

  • MyChart instant activation (preferred)
  • MyChart account activation
  • MyChart account deactivation

Activation - create your MyChart account

MyChart instant activation

You may have had an account activation code sent to you via email. The instant activation link is good for 30 minutes once sent. If you exceed that time frame, the instant activation capability will expire. However, you can still use the link which will take you to the traditional activation process. The activation code will automatically populate and you will have to enter additional information as prompted such as the last 4 digits of your Social Security number, date of birth, etc.

For instant activation via email link, follow the steps below:

  1. Go to your email inbox. You will receive an email containing the activation link (the link will appear in blue)
  2. Click on the link which states "Use this link to sign up for MyChart Now"
  3. Enter the following information:
    1. Username. Your email will auto populate as the username; if you do not want your email as the username, delete the email address from the field and enter the preferred username.
    2. Password. The password should be at least 8 characters and contain at least one number and capital letter.
    3. Date of birth (mm/dd/yyyy format)
    4. Click the box to agree to the terms and conditions
    5. Click Submit

The page will notify you that "you are now successfully signed up for MyChart." There will be a link that you can click to navigate to the MyChart website. This message will also notify you that the mobile application is available and if on a mobile device you are able to click on the Apple or Android™ store icons to be directed to the mobile store to upload. You can click on the "navigate to the MyChart Website" link and log in to verify activation.

MyChart account activation (no email):

If you have an activation code but do not have an email link, follow these steps:

  • Go to MyChart website
  • Click the 'Sign Up Now' button (on right side under the sign-in box)
    • Enter the MyChart activation code
    • Enter the last 4 of your SSN (or HCN for Canada)
    • Enter your date of birth (mm/dd/yyyy format)
    • Click on 'Next'
    • Go through setting up two-factor authentication or skip this step
    • Follow prompts to create a user ID and password

If you do not have an activation code, please contact MyChart Support at 866.915.3383 to receive your activation code.

Patient self-deactivation

MyChart users now have the ability to deactivate their own MyChart account without calling for support. An option to deactivate the account can be found under:

  1. Menu
  2. Security Settings on the website, or under Menu (or you can click the profile icon)
  3. Account Settings in the Epic MyChart app.

MyChart Passkeys

Passkeys are encrypted digital keys that can allow you to log in to MyChart on a browser with your fingerprint, face, or personal identification number (PIN). They can be saved on your desktop computer, in your phone’s password manager, or in a security key, a small external device that looks like a thumb drive. You can use passkeys to log in across devices, such as by scanning a QR code on your laptop with your mobile device. Passkeys are not available on the mobile app. If using the MyChart mobile app, you can use biometrics or a PIN to log in.

MyChart passwords still exist as a backup login method, but patients with passkeys can log in without using their MyChart passwords. Passkeys are restricted to specific domains, so patients cannot use the same passkey across different affiliate sites.

Create a passkey

  1. Log in to your MyChart account on a web browser
  2. Go to account settings, which you can find by searching the menu
  3. Go to manage passkeys at the top of the page
  4. Select 'Add new passkey'
  5. Follow the prompts from your operating system or browser to add a passkey

Rename a passkey

  1. Log in to your MyChart account on a web browser
  2. Go to account settings, which you can find by searching the menu
  3. Go to manage passkeys at the top of the page
  4. Select the pencil icon next to the passkey you want to rename
  5. Enter your desired name

Remove a passkey

  1. Log in to your MyChart account on a web browser
  2. Go to account settings, which you can find by searching the menu
  3. Go to manage passkeys at the top of the page
  4. Select 'Remove passkey' on the passkey you want to remove

Log in with a passkey

  1. Select the username field to see the auto-fill prompt with your username and the associated passkey
  2. Alternatively, select 'Log in with passkey' next to sign up, below the login fields

Operating system passkey support

Windows

iOS

Android

Please note: Users can have more than one passkey manager on their device and may have to select "More Options" when prompted on mobile device to select the correct passkey sign in option (i.e. Samsung devices may have both Samsung pass and Google password manager passkey options).