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.)

Frequently Asked Questions

  • 1. I forgot my MyChart password. How do I get a new one?

    • Go to the Login Page; click “Forgot your password?" 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.
    • 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)
  • 2. How can I reset my password if my secret question and answer are not working?

    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
  • 3. I forgot my MyChart ID. How do I get a new one?

    • Go to the Login Page; click “Forgot your password?" 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:
    • Your MyChart ID is a permanent ID and cannot be changed with name changes, etc.
  • 4. 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
  • 5. 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
  • 6. 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
  • 7. 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.
  • 8. 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
  • 9. 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
  • 10. I did not receive my email when I selected "Forgot my Password." What should I do?

    • Submit a request for assistance with activation or access to your account

      OR

    • Call us at 1-800-Sentara (1-800-736-8272) Monday – Friday, 8 a.m. – 6 p.m.
    • Someone will assist you to reset your password
    • Once you have reset your password, 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
  • Additional Help & FAQs

    For additional assistance: