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MyChart Mobile App, Website, and Device Troubleshooting

MyChart - Support Procedures for Mobile Apps

MyChart provides mobile applications for iPhone, iPad, and Android smartphones:

  • Any patient can download, install, and use the MyChart® mobile application (app) at no cost.
  • Users can activate a new account and reset their password through the mobile app.
  • You can view test results, medications, immunizations, past and future appointments, and more.

Android OS: Marshmallow v6.0 is the oldest supported version.

Self service

Attention: The MyChart app is a condensed version of the full site. If you cannot find something on the mobile app, then refer to the website to use the feature (e.g. Request an Appointment - only available via the full website) at mychart.ccf.org.

How to download and install

The MyChart mobile application is available on the Apple® App Store℠ and the Android Market™.

Download instructions:

  • Access the App Store or Android Market on your mobile device or in your web browser.
  • Search for "MyChart" to locate the mobile app.
  • Download and install the free MyChart mobile app.
  • Launch the MyChart application and select Cleveland Clinic as your healthcare provider.
  • Log in using your MyChart username and password.

Please note: You can be signed in to the mobile app from only one device at a time.

Other ways to download:

MyChart mobile apps for Mac and Android can also be accessed and downloaded from our public site.

Using a passcode in addition to a password

You have the ability to set a 4-digit passcode to log into the MyChart app in addition to their MyChart password. This may make it easier for some patients to log into MyChart.

  • Search the main menu for Settings and tap the option for Account Settings
  • Toggle the Use Passcode option on
MyChart login change password screen
  • Set a 4-digit passcode. This will need to be done twice to ensure the correct 4-digit passcode is entered
  • The next time you log into MyChart, you will see the 'Log in with Passcode' option.
MyChart login with password screen
  • You can also change the passcode on your account by using the Change Passcode option in account settings

Setting up multiple providers

The MyChart app is a product developed and owned by EPIC. EPIC is utilized by multiple hospital systems, which all go through the same MyChart app. To set up and choose multiple hospital systems:

  1. Launch the MyChart mobile app, from the login screen:
  2. Tap the "My Organizations" button in the upper left corner
  3. Tap the Plus Sign (Upper Left Corner) or + Add Organizations options.
  4. Search for the Hospital system by State, Name, ZIP Code.
  5. Locate the hospital's logo, tap "Add Organization;" the hospital is added to the provider list.
  6. Repeat steps until all the hospital systems are chosen that you would like on the list.

Best practice:

  • Each time you open the MyChart app, check that the correct hospital displays on the home page before logging in.
  • If the correct hospital does not display, tap the My Organizations to choose the desired hospital system.

Managing connected accounts:

  1. Log into the MyChart mobile app, search the menu for 'Link'.
  2. From the menu options, tap on Link My Accounts.
  3. On the 'Discover' tab, you will see a learning topic called "Linking Your Accounts." Tap on Linking Your Accounts for a helpful video with information about bringing your health information together.
MyChart linking accounts screen

Basic troubleshooting:

  • The first recommendation for technical issues is to uninstall the app, reboot the mobile device, and reinstall the app.

iOS troubleshooting:

  • Make sure the device is connected to a secure wireless network (not a public wireless network) or is using the mobile device cellular connection. MyChart will only work with a secure wireless connection.
  • Log in again, verifying each password character as it is typed to ensure the password is being input correctly (often an issue due to the small keyboard buttons).
  • Hard boot the device (hold power and circle button down for five to ten seconds until the device screen goes black and then the Apple insignia is displayed again).
  • Uninstall and reinstall the app.

Manage Linked Apps and Devices

Users have the ability to view devices that are linked to their MyChart account.

Self service

To view linked devices

  1. Login to MyChart through the full web version.
  2. From the full website, go to MENU > Sharing > Linked Apps and Devices

This will take the user to the Manage My Linked Apps and Devices page which has two different sections:

  • Services Accessing My Account - this is not live and does not apply at this time. This section will always be blank - there are no external apps that can access MyChart data.
  • My Linked Devices - shows all devices that have been linked to this account by accessing the account through the mobile app.

Please note: You will not receive any notifications i.e. email, when a device has been linked.

How to unlink devices

Click the orange unlink button next to the device.

How to link devices

Log into the MyChart account using the mobile app on the desired device, and it will automatically link.

Java Issues When Using MyChart

If you are having Java issues when using MyChart.

Self service

  1. Refresh the browser by pressing F5.
  2. If refreshing the web browser does not fix the issue, please follow these steps for your current web browser.
  3. If unable to resolve in the current web browser, try a different web browser.

Browser/PC based issues - Support Procedures

MyChart is a web-based application. Therefore, issues may arise when users are trying to access the site from their PC or mobile device. Some common concerns can be:

  • MyChart - Multiple users having technical problems - Site Down
  • MyChart - TLS Error On Login Page
  • Website distortion
  • White screen when logging in or trying to access the message center
  • Options on site not working (e.g. can not submit messages)
  • Error message that states the session cookie is disabled

Self service

You should verify they are using a supported web browser.

Please note: If unable to troubleshoot browser, try to access through another web browser (Google Chrome or Microsoft Edge).

Experiencing an issue with MyChart display being "distorted", white screen, or options on the site are not working (e.g. submit button to send messages does not work).

You should 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

If you are experiencing an error message that states the session cookie is disabled, check that the browser’s pop-up blocker is disabled.

If the message returns

  1. Navigate to Start > Programs > Accessories > System Tools > Internet Explorer (No-Add-ons)
  2. Click in the top URL address field and type in https://mychart.clevelandclinic.org

This will take you to the Cleveland Clinic MyChart page where you can then log in.

For other reported issues

Please refer to the MyChart FAQs for additional troubleshooting steps.

The FAQ page has troubleshooting instructions for this issue:

 "I can login to MyChart, but I am automatically logged out once I click on something. What can I do?"

TLS Error On Login Page

Self service

When you get a TLS error message and cannot see the MyChart Login page, attempt to resolve as follows (Internet Explorer, Chrome, Firefox, Safari):

** MyChart only supports TLS version 1.1 or higher. SSLv2 and v3 are no longer supported for increased security. Patients will need to ensure their browser supports TLS 1.1 or 1.2. (Internet Explorer 11 and the most recent versions of Chrome, FireFox and Safari)

Internet Explorer

  1. Click Tools > Internet Options on the menu
  2. Click the Advanced tab
  3. Roll down to the Security section (at the bottom)
  4. Check the box for TLS 1.1 and 1.2 > click OK
  5. Close Internet Explorer
  6. Restart Internet Explorer and try to access MyChart again

Firefox

  1. Go to Internet Options
  2. Click on the Advanced panel
  3. Click on the Encryption tab
  4. Check the box for TLS 1.1 and 1.2 > click OK
  5. Close Firefox
  6. Restart Firefox, and try to access MyChart again

Safari

  1. Click Safari in the upper left corner of your display
  2. Click Preferences
  3. Select the Security icon
  4. Confirm the following items are checked:
    1. Enable plug-ins
    2. Enable Java
    3. Enable JavaScript
  5. Close Safari
  6. Restart Safari and try to access MyChart again

Chrome

  1. Open Google Chrome
  2. Click Alt F and select Settings
  3. Scroll down and select Show advanced settings
  4. Scroll down to the System section and click on Open proxy settings
  5. Select the Advanced tab
  6. Scroll down to Security category, manually check the option box for Use TLS 1.1 and Use TLS 1.2