FAQs and Help

If you experience difficulties logging into MyHealth MyChart, try closing all browser windows, open a new browser window and try again. Also, see web browser tips for help with issues specific to your web browser (e.g. Internet Explorer, Google Chrome, etc.)

If you still have a question, comment or suggestion, please email us at mychart_support@sentara.com.

 

Frequently Asked Questions

  • Activation

    Activation is the process of creating a new Sentara MyHealth MyChart account to help manage your healthcare online.

    To request a code, or if your code has expired, you may request an activation code from the Login Page.

    You can also activate your MyChart account using the Internet browser on your mobile device. Activation is not available using the mobile app.

  • Login/Password

    On the log in page select "Forgot your login ID?" or "Forgot your Password?" and follow the prompts. If you are unable to use these options, please contact 1-800-SENTARA (1-800-736-8272) for assistance.

    Once chosen, login IDs cannot be changed. Please choose your login ID carefully. To change your password, log on to your account and select Preferences on the first page. You may also use the "Forgot your password?" link on the login page.

    You may change your password using the Internet browser on your mobile device, but not using the mobile app.

    See the next section below called Security for guidelines on setting a password.

  • Security

    To ensure that your personal information remains secure, you must log off of the MyHealth MyChart each time and close your Internet browser. 

    Be sure your password contains at least eight characters and contains both numbers and letters, including at least one uppercase letter. Passwords are case-sensitive. They cannot be used more than once and should be changed at least every 90 days. 

  • Email

    To change your email address, log on to your MyHealth MyChart account. Select the button on the right that asks, "Is your email address up to date?"

    The current email on file is displayed.  Erase it and type in the new one and then retype to confirm.

    If you are not receiving email, update your email address and check your SPAM folder.

  • Access/Proxy

    Proxy is access to another person’s online medical information. You must activate a Sentara MyChart account in your name to gain access to your proxy which will be linked to your account once you complete the Sentara MyChart proxy access request. Sentara MyChart access is not covered under a power of attorney or a HIPAA form that may be on file with your physician’s office.

    To be able to view a child's (under age 14) health information from your Sentara MyChart account, you must fill out the Sentara MyChart Proxy Access form, then submit that form to your child's doctor's office. 

    With parental/legal guardian consent, teens between the ages of 14 and 17 (inclusive) will be eligible to participate in the full spectrum of MyChart services and may grant proxy access to a parent or legal guardian should they choose to do so. 

    To be able to view a family member’s health information from your Sentara MyChart account, you must fill out the Sentara MyChart Proxy Access form, and submit it to your family member’s doctor. The form will be scanned into the electronic record so it becomes a permanent part of their record.