Error: You must enable JavaScript to use this site. Click here for instructions on enabling JavaScript.
Forgot MyChart Username?
MyChart ® Epic Systems Corporation

11.12.16 - What's New in MyChart


App Store Google Play

MyChart FAQs

Learn how MyChart can help you stay healthy: watch video
To reach the MyChart Patient Support Line (in Patient Financial Services), you may call us at 1.888.400.5725 or 425.251.5178 option 3. Hours of operation are Monday-Friday, 8 AM to 5 PM (PST).

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


New! MyChart Billing

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

You may contact Patient Financial Services (PFS) at by calling 1.888.400.5725 or 425.251.5178 option 3. Hours of operation are Monday-Friday, 8 AM to 5 PM (PST). Or, you can send us a billing customer service message in MyChart.

+ Is MyChart Billing available on the mobile app?

All features of MyChart billing are available on the mobile app. However, proxy charges can only be paid from a workstation or laptop; There is no “Pay My Bill” tab on Proxy accounts within 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.

+ Will I still be able to access the old online bill pay system?

The old online bill pay system will be available until about May 1, 2016.

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

MyChart Billing is now available for Valley Medical Center facilities. At this time, billing information for services received outside Valley Medical Center (such as Southlake Clinic and FamilyCare of Kent) 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?

If you would like to set up a payment plan, please contact Customer Service for assistance. You may contact Patient Financial Services (PFS) at by calling 1.888.400.5725 or 425.251.5178 option 3. 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 am the guarantor on my child’s account, but they are between the ages of 13-15 and do not have a MyChart account. Will I still be able to pay their bill online?

Yes, if you are the guarantor on their account, you will see their account charges and balance when you log into MyChart in your own MyChart account.

+ 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 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) 251-5178.


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 (in Patient Financial Services)?

You may e-mail us at mychart@valleymed.org, or you may contact our MyChart Patient Support Line (in Patient Financial Services) at 425-251-5178 and select option 3. Hours of operation are Monday-Friday, 8 AM to 5 PM.

+ 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?

Due to Washington State law, MyChart is not available for patients between the ages of 13 and 17. All MyChart accounts will be automatically disabled when the patient turns 13. Patients can request that their accounts be reactivated after they turn 18 years old.


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 (in Patient Financial Services) at 425-251-5178 and select option 3.

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

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 or want to request a new code, email us at mychart@valleymed.org or you may contact the MyChart Patient Support Line (in Patient Financial Services) at 425-251-5178 and select option 3. You will receive a new code within 1-3 business days.

+ 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 (in Patient Financial Services) at 425-251-5178 and select option 3.

+ 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 (in Patient Financial Services) at 425-251-5178 and select option 3.

+ 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 (in Patient Financial Services) at 425-251-5178 and select option 3 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 Care Everywhere.

If you wish to opt-out of Care Everywhere, from the main menu, go to Help and select Customer Service. Select the option of "Opt-Out of Care Everywhere" from the drop-down menu to submit your request. You will receive confirmation from the Valley Medical HIM Office.

+ 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.

* Washington State law does not permit MyChart proxy access for children age 13 through 17. 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 16th 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.

+ I am a parent under the age of 16. How can I get proxy access for my child?

Due to Washington State Law, we are currently not able to offer MyChart proxy access for your child if you are under the age of 16.


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).

+ 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 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 6.1 or later. The Android app requires 2.1 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
  • 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 mychartmobilesupport@epic.com.