FAQs and Help

Frequently Asked Questions

• How do I sign up for, or activate, my account?
  Step 1: Request an Activation Code

  • If you have recently completed an appointment with a Sentara provider, you may have received an activation code from your provider; or it may be printed on the last page of your recent visit summary or discharge instructions.
  • You may also request an activation code here.
  • You will be asked to fill in your personal information, including your address, date of birth and email address.
  • When you're done, check your email for your activation code.

  Step 2: Use Your Activation Code to Complete Sign Up

  • Follow the prompts from the email you received.
  • Read the terms & conditions, click the check box to agree to the terms, and then click "Next Step."
  • Your 15-digit activation code should be pre-populated, and you will be asked to re-enter your personal information.
  • Next, create your username and password.
  • Finally, you'll select three security questions to answer in case you forget your password.
  • You will receive an email when your account set up is complete.
• How do I choose a username and password?

  Your username must:

  • be between 5 and 20 characters
  • begin with a letter
  • include only letters, numbers, and underscore
  • cannot include spaces or special characters
  • is not case sensitive.

  Once selected, your username cannot be changed.

  Your password must:

  • be at least eight characters
  • contain one uppercase letter
  • contain one lowercase letter
  • contain one number or symbol
  • be different from your Sentara or Sentara MyChart username / ID.

  Please keep in mind that only you will know your username and password.

• Is there a mobile app where I can access my account?

  Please download the Sentara app, which will allow you to access your information anywhere. From your mobile device: text APP to 26320 for a link to download; or click here to download on the App Store (Apple devices) or click here to download on Google Play (Android devices).

  You will use the same Sentara or Sentara MyChart username and password to log in.

• I forgot my password. How do I get a new one?
  • Click here to reset your password. You can also visit Sentara.com and click "Forgot password?" in the login box. You will be prompted to enter your Sentara or Sentara MyChart username.
  • You will receive an email with a link to reset your password. An email is sent to the address that we have on file for your account.
  • If you do not receive an email, you may request assistance here.
  • When you click the link in your email, you will be asked to answer the password reset question(s) you created when you set up your account.
  • Then, select a new password. Please remember to use the password rules when creating a new one.
• How can I reset my password if my secret question and answer are not working?
  • You must Submit a request for assistance to have your password reset.

  Once you have reset your password, please update your secret question and answer by following the steps below:

  From your computer or web browser:

  • From the Welcome page, select the "Preferences" top tab.
  • Select "Change your Secret Question".
  • Select your new question from the list provided.
  • Enter the answer to your new secret question.
  • Select "Update."

  If you have issues, please contact us at 1-800-736-82721-800-736-8272, Monday – Friday from 8 a.m. – 5 p.m.

  From the Sentara app:

  • Log in to the Sentara app
  • Select the "MENU" from the top right hand corner
  • Select "Profile & Settings"
  • Select "Profile & Account Settings".
  • Scroll down to the "Account" section and select "Security Questions".
  • You can then update one or all of your security questions and answers. When you're done, click "Update."

  If you have issues, please contact us at 1-800-736-82721-800-736-8272, Monday – Friday from 8 a.m. – 5 p.m.

• I forgot my username. How do I get a new one?
  • Your Sentara or Sentara MyChart username is a permanent ID and cannot be changed.
  • Click here to retrieve your username. You will be asked to enter your email address, the last 4 digits of your social security number, and your date of birth.
  • The information you provide must match the information that is on file.
  • You will receive an email containing your username.
  • If you do not receive an email, please request assistance.
• Why am I receiving an error when I try to activate my Sentara or Sentara MyChart account?
  • Please check to make sure you entered your activation code correctly.
  • If so, you make sure that the social security number and date of birth on file in your Sentara medical record are accurate. To confirm, please contact your Sentara provider’s office or any one of our hospital outpatient registration departments.
  • If you have checked both items above and still encounter an error with your activation, please contact us for further assistance.
• I did not receive my email when I selected "Forgot my Password." What should I do?
  • Submit a request for assistance and select "Forgot login ID or password" as the reason for your request.
  • Once your password has been reset, make sure to update your email address.

  From your computer or web browser:

  • Once logged in to your account, select the "Profile" icon at the top right.
  • Select "Personal Information".
  • Under "Contact Information," re-enter your email address.
  • Select "Save Changes."

  From the Sentara app:

  • Log in to the Sentara app.
  • Select the "MENU" from the top right hand corner.
  • Select "Profile & Settings".
  • Select "Profile & Account Settings".
  • Scroll down to the "Account" section and select "Update Email Address".
  • Then enter your preferred email address, and enter it again to confirm its accuracy. When you're done, click "Confirm".
• What test results can I view in my account?
  • You can view most lab and radiology test results 1 business day after the final test results become available and 48 hours after discharge if a patient was admitted. Starting Oct. 1, 2020 you are now able to see most clinical test results as soon as they are completed. Learn more about this change.
  • If you have a test done at a non-Sentara facility, that test may be listed, but it is doubtful that you will be able to view it. Scanned documents from non-Sentara facilities are not viewable in your Sentara account at this time.
  • If you need a copy of a test result that does not appear for 2-3 business days after the test results are released, please message your provider's office and request that they release your specific test result to your Sentara MyChart account.
  • Note: It often takes up to 7 days to finalize a test result, especially if it is a report. Some lab tests take longer to process.
• Why is my username and password automatically showing up when I go to log in to my account?
  • You may have opted to autosave these fields on your computer or mobile device. To change this, view our web browser & device support.
• How do I delete a saved username and password?
  • To change this, you must first identify what browser you are using, since the directions vary by browser
  • To delete your saved login and password, view our web browser & device support
  • To protect your privacy and security, we recommend that you never save your login information
• How do I update my email address?

  From your computer or web browser:

  • Once logged in to your account, select the "Profile" icon at the top right.
  • Select "Personal Information."
  • Under "Contact Information," reenter your email address.
  • Select "Save Changes."

  From the Sentara app:

  • Log in to the Sentara app.
  • Select the "MENU" from the top right hand corner.
  • Select "Profile & Settings."
  • Select "Profile & Account Settings."
  • Scroll down to the "Account" section and select "Update Email Address."
  • Then enter your preferred email address, and enter it again to confirm its accuracy. When you’re done, click "Confirm."
• Why am I not receiving emails alerting me when there is new information in my account?

  You may have changed your email address and not updated your record.

  From your computer or web browser:

  • Log in to your account.
  • Once logged in, select the “Profile” icon at the top right.
  • Select “Personal Information.”
  • Under “Contact Information,” confirm your email address.
  • If it is not correct, you can update it here, then select “Save Changes.”

  From the Sentara app:

  • Log in to the Sentara app.
  • Select the “MENU” from the top right hand corner.
  • Select “Profile & Settings.”
  • Select “Profile & Account Settings.”
  • Scroll down to the “Account” section and select “Update Email Address.”
  • Confirm that you email address is accurate. If not, enter your preferred email address, and then enter it again to confirm.
  • When you’re done, click “Confirm.”

  If the information is correct, check your email “Junk” folder to ensure that Sentara emails are not being sent there instead.