MyChart Frequently Asked Questions
About MyChart
- What is MyChart?
- Is there a fee to use MyChart?
- What do I need to use MyChart?
- How is MyChart secure?
- What is your Privacy Policy?
Enrollment Questions
- How do I sign up?
- My activation code does not work. What should I do?
Your Medical Record
- When can I see my test results in MyChart?
- If I send a message to my provider, when can I expect a reply?
- Where can I update my personal information?
- What should I do if some of my information in MyChart is incorrect?
MyChart for My Family
- Can I view a family member's medical record in MyChart?
- Can I ask questions regarding a family member from my MyChart account?
- Can my spouse and I share one MyChart account?
Technical Questions
- I forgot my username or password. What should I do?
- I didn't receive my two-step verification code. What should I do?
- I was logged out of MyChart. What happened?
- What do I do if I get locked out of my account?
- I have multiple MyChart accounts. How do I link them together?
- Who do I contact if I have further questions?
MyChart Billing
- What is the PatientWallet?
- I received a statement. How do I pay my bill through MyChart? What are my payment options?
- Where can I view my statement?
- My statement talks about a guarantor. What is that?
- How do I make a payment plan?
- What happens when I make a copayment through MyChart?
- Can I send a message through MyChart to billing customer service?
About MyChart
What is MyChart?
MyChart offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyChart, you can:
- Schedule medical appointments.
- View your health information, including medications, allergies, test results, and more.
- Request medication refills.
- Access resources for trusted health information.
- Message your care team.
For more information about MyChart, check out https://www.mychart.com/features.
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Is there a fee to use MyChart?
No, MyChart is a free service for all patients.
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What do I need to use MyChart?
You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyChart mobile app on a mobile device.
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How is MyChart secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.
You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email to log in to MyChart, in addition to using your username and password. For more information, check out our helpful video on two-step verification.
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What is your Privacy Policy?
MyChart is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.
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Enrollment Questions
How do I sign up?
There are several different methods of MyChart signup that might be used by different departments across your healthcare organization:
- Clinic staff might sign you up directly while you're at the front desk or in the exam room.
- You might receive a MyChart activation code on your After Visit Summary or on a billing statement.
- You might receive a text message or email with an activation code when you come in for a visit.
- You might be able to use self-signup online to create a MyChart account by matching your information against what is on file in your medical record or with third-party identity verification.
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My activation code does not work. What should I do?
For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our MyChart Patient Support Lines at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley Health: 1-775-782-1544
Reno Orthopedic Center: 1-775-785-3449
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Your Medical Record
When can I see my test results in MyChart?
With MyChart, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.
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If I send a message to my provider, when can I expect a reply?
You will generally receive a response within 1-3 business days. Note that MyChart messages should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.
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Where can I update my personal information?
On the Personal Information page in MyChart, you can update your address, phone number, email address, preferred name, and other personal details at any time so that your clinic always has the most up-to-date information in your record.
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What should I do if some of my information in MyChart is incorrect?
Your MyChart information comes directly from your electronic medical record at your provider's office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record after each visit.
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MyChart for My Family
Can I view a family member's medical record in MyChart?
Yes, you can. MyChart proxy access allows you to access the medical records of your family members and others you care for, with their permission. You must be at least 18 years old to have proxy access to another person's medical record.
You might also want to grant a family member or friend access to your medical records when you need assistance managing your appointments and other medical needs. To give someone access to your medical record, grant access via a proxy invite through the Friends and Family Access page in MyChart.
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Can I ask questions regarding a family member from my MyChart account?
MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.
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Can my spouse and I share one MyChart account?
No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.
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Technical Questions
I forgot my username or password. What should I do?
If you're having trouble logging in, click the "Forgot Username?" or "Forgot Password?" link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password. You can also contact our MyChart Patient Support Line at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley Health: 1-775-782-1544
Reno Orthopedic Center: 1-775-785-3449
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I didn't receive my two-step verification code. What should I do?
Try checking the spam or junk folders in your email. If the email with your code is not there, try clicking Resend Code. If you still didn't receive the email, it could be that your account has a different email address on file. If you have multiple email accounts, check one of the others to see if the verification code was sent there instead. If none of your accounts received the email, it could be that we don't have an email address on file. If this is the case, call our MyChart Patient Support Line at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley Health: 1-775-782-1544
Reno Orthopedic Center: 1-775-785-3449
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I was logged out of MyChart. What happened?
We aim to protect your privacy and information. If you remain idle for 10 minutes or more after you log in to MyChart, you will be automatically logged out. We recommend that you log out of MyChart if you need to leave your computer for even a short period of time.
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What do I do if I get locked out of my account?
To have your account re-activated, call our MyChart Patient Support Line at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley Health: 1-775-782-1544
Reno Orthopedic Center: 1-775-785-3449
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I have multiple MyChart accounts. How do I link them together?
If you've been seen at another healthcare organization, you might be able to view information from that medical record right in MyChart. You might have heard of this feature referred to as Happy Together. This includes information from other organizations, such as:
- Allergies
- Care team
- Health issues
- Medications
- Messages
- Test results
- Visits
To view this information, you must link your account. Check out our video tutorial on how to do this.
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Who do I contact if I have further questions?
You can call our MyChart Patient Support Lines at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley Health: 1-775-782-1544
Reno Orthopedic Center: 1-775-785-3449
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MyChart Billing
What is the PatientWallet?
The PatientWallet is directly integrated with MyChart and is the location where you can view statements, make payments, and self-enroll in automatic short-term and long-term payment plans.
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I received a statement. How do I pay my bill through MyChart? What are my payment options?
Under “Menu” click on “Pay My Bill (Renown).” This will take you to Renown’s PatientWallet where you can select the account and make a payment in full. Please allow up to 24 hours for your payment to be reflected on your account. If you cannot pay your balance in full, you may be able to set-up a payment plan. This lets you automatically pay a specific amount each month. If you are unable to pay any part of your bill, you might be eligible for financial assistance. Please send a MyChart message or contact us at 775-982-4130. Our knowledgeable and helpful staff will be glad to assist you.
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Where can I view my statement?
You can view your statement by clicking on “Menu,” then “Pay My Bill (Renown)” and “View Bill” in Renown’s PatientWallet.
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My statement talks about a guarantor. What is that?
The guarantor is the person who ultimately accepts financial responsibility to pay the patient’s bill. In most cases, it is the adult patient receiving the service, except in cases where an individual is incapacitated. If the patient is a child, the responsible party may be the child’s parent or legal guardian. The term guarantor can also be referred to as the responsible party.
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How do I make a payment plan?
Under “Menu” click on “Pay My Bill (Renown).” This will take you to Renown’s PatientWallet where you can select the account and “Make a Payment.” Once selected, click on “Review Other Payment Options.” If you are already on a payment plan that you created over the phone with one of our agents, please contact us at 775-982-4130.
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What happens when I make a copayment through MyChart?
A copayment is a pre-payment for a healthcare visit. You may have an option to pay your copayment for an outpatient visit through MyChart using “eCheck-in.” Not all visits will generate a copayment through MyChart. If your visit is eligible for pre-payment, this option will be available 3 days before your appointment and up until the time of your scheduled appointment. Please note a copayment or coinsurance might still be due at the time of service. If you make a copayment through MyChart, your card is authorized for payment. Your card will be charged only when you check-in for your appointment. You will also have the option to select a different payment method at the time of check-in. If you change your payment method, your copayment through MyChart will be removed and you will not be charged twice.
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Can I send a message through MyChart to billing customer service?
Yes, you can send a message through MyChart. This is located under “Messages,” click "Send a message," followed by “Ask a customer service question”. To ask a question about your bill, select “Renown Bill/Statement”. You can also click on “Contact Customer Service” under any of our MyChart billing-related pages. When sending a message, you will be communicating directly with one of our Renown customer service representatives.
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