FAQs and Help

Frequently Asked Questions

• I forgot my MyChart password. How do I get a new one?
  • Click “Forgot your password?" on the Login page. You will be prompted to enter your MyChart ID
  • 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.
  • Request assistance with activation or access to your account
  • Use the link to answer the password reset question you created when you first signed up for MyChart
  • Select a new password (remember to use the password rules when selecting a new password)
• 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 the Welcome page, select the 'Preference' 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
• I forgot my MyChart ID. How do I get a new one?
  • Click “Forgot your login ID?" on the Login page. You will be prompted for the last 4 digits of your social security number and your email address.
  • The information you provide must match the information that is on file
  • You will receive an email containing your login ID
  • If you do not receive an email, request assistance:
  • Request assistance with activation or access to your account
  • Your MyChart ID is a permanent ID and cannot be changed with name changes, etc.
• Why am I receiving an error when I try to activate my Sentara MyChart account?

  Please make sure that your full valid social security number and date of birth are on file in your Sentara medical record. You may do this by contacting your Medical Group provider’s office or any one of our outpatient registration departments at the hospital. You may also need to validate that you have entered your activation code correctly.  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 with forgot login ID or password
  • Once your password has been reset, make sure to update your email address
  • From the Welcome page, select the 'Preference' top tab
  • Select 'Update Your Email Address'
  • Enter your email address (even if it is the same)
  • Enter confirmatory email address
  • Select Update
• Why can’t I Log in to MyChart or Change my password on my new mobile device?
  • To login to most mobile devices, ‘cookies’, or the ability for your device to remember steps to access certain sites must be enabled
  • To enable cookies on your device, you must first identify which browser you are using
  • Once the browser has been identified, view our web browser & device support
• What test results can I view on MyChart?
  • Most lab and radiology test results are available for you to review 2-3 business days after the final test result has been available
  • 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
  • If you need a copy of your result that does not appear in MyChart for 2-3 business days after the test result is finalized, please message your provider’s office and request that they release your specific test result through MyChart
  • 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 login ID and password automatically showing up when I go to log in to my Sentara MyChart account?
  • It is likely that you have settings on your computer which indicate that you want to autosave these fields
  • To change this, view our web browser & device support
• How do I delete a saved login ID 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 the Welcome page, select the 'Preference' top tab
  • Select 'Update Your Email Address'
  • Enter your email address (even if it is the same)
  • Enter confirmatory email address
  • Select Update
• Why am I not receiving emails alerting me when there is new information in MyChart?
  • You may have changed your email address and not updated your record
  • Log on to the MyHealth MyChart portal with your userid and password
  • Click on “My Information”, go to the Change Address" link to review and update your information
  • If the information is correct, check your email settings to ensure that your MyChart emails are not being sent to your junk mail