MyChart FAQs

Have questions about MyChart? Call us at 833.615.3204.
Have Billing questions? Contact Patient Financial Services at 425.690.3578.

Below are frequently asked questions for MyChart. Click on the question below to expand and see the answer.

General Questions

+ What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.

+ How do I contact the MyChart Patient Support Line?

You may e-mail us at, or you may contact our MyChart Patient Support Line, you may call us at 833.615.3204.

+ Where can I update my personal information (e.g., home address, e-mail, etc.)?

To update your E-Mail address: Log into MyChart and from the menu, go to My Account and select My Contact Info.

To update other information, send a customer service request and select "Change of Address or Other Info" from the drop-down menu.

+ Is there a fee to use MyChart?

MyChart is a free service we offer to our patients. There is no fee to use MyChart.

+ What are the age requirements for MyChart?

Patients ages 13 and older are eligible to have a MyChart account. Patients ages 13 to 15 will limited access to their medical data (for example, unable to view test results or medications). Patients ages 16 or older do not have their MyChart accounts limited in this way. All MyChart accounts will be automatically disabled when the patient turns 13. Patients can request that their accounts be reactivated.

Enrollment Questions

+ How do I sign up for a MyChart account?

If you do not have a MyChart account, ask your provider to sign up for MyChart at your next visit. Or, you will be given an activation code for MyChart on your printed After Visit Summary. This code will enable you to log in and create your own Username and password.

If you were not issued an activation code and do not want to wait until your next visit, go to the Valley Med website and click on the “MyChart” icon. Click on the “Request Activation Code” button to fill out a form, and you will receive an activation code by mail or Email within one week.

+ What is an activation code?

To create a MyChart account, you will receive a unique activation code that will expire after 60 days. You will enter this code when creating your account online. You may receive this code on your printed After Visit Summary, or on an activation letter or Email. If you misplace your activation code, you may contact the MyChart Patient Support Line, you may call us at 833.615.3204.

+ What do I do if I lose my activation code, or it expires?

For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you still have problems or want to request a new code, email us at or you may contact the MyChart Patient Support Line, you may call us at 833.615.3204.

+ Is my activation code my MyChart Username?

No, your activation code is not your MyChart Username or password. You will use this code only once to log into MyChart for the first time. When you log into MyChart the first time, you will then be asked to create your own unique MyChart Username and password.

Login & Password Help

+ I'm having trouble logging in.

Your username and password are case-sensitive. Make sure your Caps Lock key is not on and try again. If you still are having problems, you may contact the MyChart Patient Support Line, you may call us at 833.615.3204.

+ I forgot my MyChart Username.

To recover your MyChart username, click on the “Forgot your MyChart Username?” link on the sign-in page. If you have an e-mail address on file, then your MyChart username will be sent to your e-mail account. If you do not receive an e-mail, you may contact the MyChart Patient Support Line, you may call us at 833.615.3204.

+ I forgot my password.

To recover your password, click on the “Forgot password” link on the sign-in page to reset your password online. If this does not work, you may contact the MyChart Patient Support Line, you may call us at 833.615.3204 to request a new, secure password.

Your password must be eight characters, and should be a mix of upper and lowercase letters or numbers.

My Medical Record

+ When can I see my test results in MyChart?

Your test results are released to your MyChart account after your provider has reviewed them. This is generally within 3 to 7 days of your visit. If you do not see test results in MyChart that you are expecting to see, please contact your provider's office.

+ Why are certain test results not shared electronically via MyChart?

The following results may not be seen in MyChart: select radiology tests, some historical results, some tests performed outside the Valley Medical network, and some sensitive results (HIV, genetic tests, etc). If you do not see test results in MyChart that you are expecting to see, please contact your provider's office.

+ If some of my health information on MyChart is not correct, what should I do?

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 each visit.

+ If I send a message to my provider or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that MyChart 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.

+ Why can I not send a message to my provider in MyChart?

If your primary care provider practices at a VMC Primary Care Clinic, you will be able to message them in MyChart. You will also be able to message most specialty providers you have seen in the past year at Valley Medical Center. Not all private practice providers are set up to receive MyChart messages, so please contact the clinic directly if you do not see the provider listed in MyChart.

+ What is Care Everywhere?

We know that you don’t always get sick or injured at home. Should you find yourself accessing care in another part of the state, as a Valley Medical Center patient, you are part of the Care Everywhere network. Your medical records can be made available to providers who participate in Care Everywhere. Exchanging health information between medical organizations is traditionally a time-consuming process. Care Everywhere enables private practice medical groups and hospitals using Epic electronic medical records (EMR) systems to instantly share medical records via secure (encrypted) connections. Epic includes strong security features to ensure patient information is secure and private at all times. Care Everywhere allows a participating treating provider real-time access to your medical history, family medical history, previous diagnoses, lab tests, medications, allergies, provider’s notes and other crucial information—without having to wait for medical records to be transferred from one facility to another. This will help them to better and more efficiently meet your healthcare needs. If you find yourself being treated in another facility, please ask if the provider is part of the Care Everywhere network.

If you wish to opt-out of Care Everywhere, please call 425-690-3406 or email

+ I have MyChart through another medical provider. Why can’t I see information from both Valley Medical Center and my other provider in MyChart?

At this time, due to privacy and security limitations, you can only see information from your Valley Medical providers when you log into the Valley Medical Center MyChart. If you have other providers who offer MyChart, you will have to access those MyChart sites separately.

MyChart for My Family & Proxy Access

+ Can I view a family member's health record in MyChart?

Yes, Proxy access allows a parent (or guardian) to view their family member* or ward’s MyChart account via a separate tab on the right side of the page. Access must be requested in writing. See instructions on next question.

If you have Proxy access to a child younger than 13, your Proxy access will automatically be terminated on the child's 13th birthday. A patient may request their own MyChart account on their 13th birthday.

+ How do I request access to my child or ward’s medical record (“proxy” access)?

Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service. It must be signed in the presence of a clinic representative. All parties over the age of 17 must show ID at the time of signing.

+ Can I ask questions regarding a family member’s care from my MyChart account?

No. You must switch to your proxy’s MyChart account using the side tab within your MyChart account. This ensures your health information and your child or ward’s health information is associated with the correct health record so as to not potentially jeopardize medical care.

If you do not see a side tab with your family member or ward’s name in your MyChart account, you must request proxy access (see instructions in previous question).

+ 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.

+ If my spouse and I share an E-mail address, can we still have separate MyChart accounts?

Yes, you are able to have separate MyChart accounts if you share an Email address.

Technical Questions

+ 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 ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

+ What is your Privacy Policy?

MyChart 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.

Click here to review the full Valley Medical Center Notice of Privacy Practices.

+ What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer, Chrome, Safari or FireFox). You may also access MyChart from your mobile device (Apple and Android).

+ I was logged out of MyChart. What happened?

We aim to protect your privacy and security of your information. If your keyboard remains idle for 15 minutes or more while you are logged into MyChart, the system will automatically log you out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer, even if for a short period of time.

MyChart Billing

+ I have question about my bill. Who can I contact?

You can send us a billing customer service message in MyChart.

For questions about your Valley Medical Center bill: Contact Patient Financial Services (PFS) at by calling 425.690.3578. Hours of operation are Monday-Friday, 8 AM to 5 PM (PST).

+ Is MyChart Billing available on the mobile app?

Yes, most features of MyChart billing are available on the mobile app. However, you cannot pay bills for proxy accounts or setup payment plans from the mobile app.

+ Is MyChart billing safe and secure?

Yes, MyChart billing is safe and secure. We do not store any credit card information in our systems.

+ I don’t see charges for some visits or procedures in MyChart.

MyChart Billing is now available for Valley Medical Center. At this time, billing information for services received outside Valley Medical Center (such as FamilyCare of Kent and Plastic and Reconstructive Surgeons) are not available in MyChart. Please refer to Payment Options for more information on how to pay your bill.

+ What I see on my statement doesn’t match my account in MyChart.

Most of MyChart is real-time, and your account is always being worked on and can change daily. The statements are snapshots of the month and change on a month to month basis. It’s recommended that you log onto MyChart to see what your current balance is before making a payment.

+ I signed up for paperless billing. How do I cancel this?

At the bottom of your Billing Account Summary page there is a “cancel paperless billing” link. You can also call customer service staff to request they cancel your paperless billing.

+ I’m getting too many E-Mail notifications. Can I cancel these?

If you do not want to receive E-Mail notifications, you can un-enroll by updating your E-Mail Notifications. NOTE: If you are signed up for paperless billing, you cannot un-enroll in “New Statement” and “Billing Letter” notifications.

+ Can I set up a payment plan in MyChart?

Patients of Valley Medical Center can set up a payment plan in MyChart from the Account Detail page. You can also contact Customer Service for assistance. You may contact Patient Financial Services (PFS) at by calling 425.690.3578. Hours of operation are Monday-Friday, 8 AM to 5 PM (PST).

+ If I make a payment in MyChart, when can I expect to see it posted?

All payments made through MyChart will immediately appear in your MyChart account.

+ How does MyChart billing work with Proxy access?

You will see all the accounts for which you are the guarantor in your MyChart account. Your Proxy’s billing information may be found on the proxy tab. Certain features, such as paperless billing, are not available on proxy accounts.

+ I don’t have Proxy access for a child or an adult for whom I am legally financially responsible. As the guarantor for their account, how may I pay their bills?

As the guarantor, their account charges and balance can be found in your MyChart account.

+ Who can I contact if I need help paying my Valley Medical Center bill (whether or not I have insurance)?

If you need help paying your bill, whether or not you have insurance, please click here to visit our website or by contacting a customer service representative at 425.690.3578.

MyChart Blood Pressure Management

+ What is this?

MyChart Blood Pressure Management is a way for you to use a home blood pressure monitoring device to send blood pressure readings electronically to your provider. If they choose, your provider can enable this for you. Once enabled, you will see "Track My Health" in the MyChart mobile app; this is where you will be able to add blood pressure readings. This feature is not available to all patients by default, only if enabled by the provider.

+ What are the requirements?

Participating is as easy as 1-2-3.

  1. Smartphone - You must have an iPhone to participate (coming soon for Android phones).
  2. MyChart account - VMC offers a great way to connect through the online patient portal, MyChart, which is free and provides you access to your VMC medical record.
  3. Digital blood pressure cuff - Using a blood pressure cuff that hooks up to your smartphone, you will be able to send in your home blood pressure readings.

+ Which devices are recommended?

  • Omron 10 Series Wireless Upper Arm BP Monitor with Cuff, ~$65
  • iHealth Ease Wireless Upper Arm BP Monitor with Cuff, ~$30
  • iHealth Sense Wireless Wrist BP Monitor, ~$45

+ What type of phone can I use?

You must have an iPhone to participate (coming soon for Android phones).

+ Can my family member or friend use my device?

No, please do not share your BP device with others. Their blood pressure readings could be mistakenly filed to your chart.

MyChart Mobile

+ Is there a MyChart app available for my device?

Yes, there is a free MyChart app available for the Apple iPhone, iPod and iPad or Android devices. You must first create an account through the Valley Medical Center MyChart website before you can access the MyChart mobile app.

Download the app from the Apple Application Store or Android Market on your device. Select “UW Medicine: Valley Medical Center” as your MyChart provider to complete the installation.

Note: The Apple app requires iOS 8.4 or later and is compatible with iPhone, iPad, and iPod touch. The Android app requires4.2.0 or later.

+ Is the MyChart mobile app secure?

The MyChart mobile app follows the same security measures as the MyChart website, and all information sent from your mobile device to Valley’s system is encrypted and secure. Just like the MyChart website, access to the MyChart mobile app is controlled though your username and password.

+ Is MyChart fully functional through the mobile app?

The mobile app contains a set of select features that are available on the full web-based version of MyChart. There are certain things you may not be able to do on the mobile app, such as request an appointment.

Features that are available on the mobile app include:

  • New! Pay your bill and sign up for paperless billing
  • View upcoming appointments and patient instructions
  • Request and directly schedule select appointments
  • Review test results
  • Read and send messages to your provider's office
  • Review your medications and health summary
  • Request a medication refill
  • View a limited version of your After Visit Summary

+ I'm having trouble with my mobile app. Where can I get help?

If you are having issues with the MyChart mobile app, please contact the Epic MyChart Mobile App support group at