MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
How do I get the mobile app for my smartphone or tablet?
Who do I contact if I have further questions?
Your health record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
How can I see my hospital results?
If some of my health information on MyChart is not correct, what should I do?
Why can't I see my provider's name in the message list?
If I send a message to my provider, when can I expect a reply?
Can I attach a file to a message to my provider?
How may I download my health record to give to a non-Vidant health care provider?
Can I request a copy of my Health Record from MyChart?
What is eCheck-in?
How do I use a Wait List appointment offer?
Can I cancel an appointment using MyChart?
What are History Questionnaires and how do I complete one?
What is MyChartCentral?
What is Lucy?
Why can't I request a refill for my medication in MyChart?
MyChart For My Family
Can I view a family member's health record in MyChart?
What information can I view for a minor I have proxy access to?
Can I cancel/revoke proxy access for a person I granted access to?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Billing Questions
Can I see and pay my bill in MyChart?
What if I have questions about my bill?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
Is my activation code my user ID?
What are MyChart's supported browsers?


What is MyChart?

MyChart offers patients personalized and secure online access to portions of their medical records. It enables you to securely use the internet, smartphone or tablet to help manage and receive information about your health. With MyChart, you can:

  • Request 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 health care team.
  • View your preventive care reminders.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate may sign up several ways:

  • You may be able to sign up instantly during your visit. Ask your medical care team for more information.
  • You will receive an Activation Code during your visit. This code will enable you to log in and create your own username and password. This code will be on your After Visit Summary or Discharge Instructions.
  • You may contact your primary care clinic and request a sign up letter be mailed to you.
  • Some patients may be able to click the "I need an activation code" button on the MyChart login page, complete a request form and you will be sent an Activation Code within 3 business days via email.
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How do I get the mobile app for my smartphone or tablet?

MyChart lets you view your health record on your smartphone or tablet, compatible on both iPhone and Android devices. Click on the link below to get the app.

Platform Link
Apple App Store
Download the app
Android Google Play Store
Download the app

Open the app after you have installed it on your device. You will be asked to select a state - choose North Carolina. Next, select your healthcare organization. Select ECU if you are primarily an ECU Physicians patient. Select Vidant Heatlh if you are a patient at a Vidant Hospital, Vidant Medical Group Practice or Our Children's Clinic. You will then be able to log into the app with the same MyChart ID and password you activated your account with. Please note - you must activate your MyChart account via an internet browser. You cannot activate your account via the mobile app.

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Who do I contact if I have further questions?

You may contact us several ways:

  • For questions regarding clinical, demographic or financial information, please contact your health care team.
  • For technical questions about using the website, signing into your account or questions about what you can see or do in MyChart, contact Customer Service 24 hours a day, toll-free at 1-855-482-4278.
  • For technical questions, you may also email us at mychart@vidanthealth.com. Please allow two business days for a response.
  • From within MyChart, you may send us a message via the Messaging > Get Technical Support feature. Please allow two business days for a response.

Please include your full name, date of birth and last 4 of your social security number for all questions so we can access and validate your account.

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When can I see my test results in MyChart?

Test results will be available in your MyChart account based on the following schedule. If you have any questions about your results, please contact your physician or provider.

  • Lab tests: Available three (3) business days after the test is completed in our system.
  • Pathology and Cytology Lab Tests: Available ten (10) business days after the test is completed in our system.
  • All Radiology tests: Available ten (10) business days after the test is completed in our system.

If you are an admitted inpatient, you can see lab tests after 1 day and radiology tests after 2 days.

Please note that Pathology and Cytology tests completed on or after 12/1/2014 are available in MyChart. Also, Radiology tests completed on or after 3/2/2015 are available in MyChart. Any of these tests completed before those dates will not be available in MyChart.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Results from a test performed at a non-MyChart clinic are not available in MyChart. Tests of a very sensitive nature are not released to MyChart, including the following categories:

  • Behavioral Health
  • Infectious Disease
  • Pregnancy/Abortion
  • Substance Abuse
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How can I see my hospital results?

By default, hospital results are hidden in your MyChart account due to the potential volume of those results. To include hospital results, when you click the Test Results link, you will see a button near the top of the page that says "Include Hospital Results". Click this button to include those results. If you want to hide them again, simply click the button again (which has now changed to "Hide Hospital Results").

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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. MyChart support is not able to change any information in your electronic medical record.

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Why can't I see my provider's name in the message list?

Messaging drop down lists are automatically populated by MyChart. If you have had an office visit in the last 18 months with your provider, their name should appear in the available list. If it has been longer than that, you will need to contact your provider's office directly. Other appointment types such as a refill request will not qualify as an office visit and your provider's name may not appear. Your clinic must also be using MyChart for you to be able to message them. You can verify this with your clinic or provider. Providers you may see at the hospital in the Emergency Room or as an admitted inpatient will not be available for messaging unless you also see them in their outpatient clinic. We are not able to add providers to your list for messaging. If your provider is not listed, please contact their office directly.

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

You will receive an answer within 2 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical facility if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I attach a file to a message to my provider?

Yes. When sending a medical advice message, below the message box, click on the "Browse" button by the "Attach an Image:" label and select the file from your computer to upload. You will see a small image of the file. You can then send your message or delete the attachment. The information bubble beside the browse button tells you what file types you can upload. Essentially you can upload an image file or a PDF file.

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How may I download my health record to give to a non-Vidant health care provider?

You can download a summary of your MyChart health record that includes allergies, current medications, current health issues, procedures, test results and immunizations. You can print the summary or save it to a portable drive and give it to other organizations where you're seen for care. Just go under My Health Record and select Download My Record and follow the instructions.

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Can I request a copy of my Health Record from MyChart?

You can request all or a portion of your legal medical record through MyChart if you have had a visit at one of the Vidant Hospitals, the Vidant SurgiCenter or ECU Physicians. These requests can only be sent back to your MyChart account where it may be viewed, downloaded or printed. Vidant Medical Group clinics, Our Children's Clinic and the Pitt County Health Department records cannot yet be requested through MyChart. Select My Health Record and then Request Medical Records to view any requests that have been fulfilled. To request a copy of all or part of your legal medical record from Vidant Medical Group clinics, Our Children's Clinic, or the Pitt County Health Deparmtnet, contact the appropriate department below:

Vidant Medical Group Practices Contact your clinic directly
Our Children's Clinic 252-355-3773
Pitt County Health Department 252-902-2300

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What is eCheck-in?

Use MyChart to check in for your upcoming appointment. You can update your personal information, insurance, allergies and medicines and save time in the waiting room. eCheck-in is available anytime 3 days before your appointment. Select an upcoming appointment to begin!

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How do I use a Wait List appointment offer?

You may ask to be placed on a wait list at your provider's office in case an earlier appointment date and time becomes avaialable. You will be notified via email if an earlier appointment is availble and you will have 12 hours to accept or decline the offer via your MyChart account. After 12 hours, the offer will automatically expire. You must be set up to receive email notifications in your MyChart account. Also, if an offer is made to more than one person, the first person to respond will get the offer and others will remain on the wait list for possible future offers. Talk to your provider's office to be placed on the Wait List.

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Can I cancel an appointment using MyChart?

You can now use MyChart to cancel appointments at your provider's office up until the time of your appointment. In the past, if you needed to cancel in less than 24 hours of your appointment, you had to call the office. But please note that if you do cancel your appointment from MyChart with less than 24 hours before that appointment, your provider's office may charge a fee for the late cancelation. Your provider's office should let you know at the time you schedule any appointment if there may be a fee associated with a late cancelation. If you have any questions, please speak to their office before canceling via MyChart.

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What are history questionnaires and how do I compelete one?

History questionnaires allow you to fill out history information before your appointment, when you might have better access to personal and family history information. You can then send this information to your health care team, who can quickly review the information and add it to your record or follow up with you if they have questions. You will only have to complete this questionnaire once a year per specialty.

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What is MyChartCentral?

MyChartCentral is a single place from which you can access your Vidant or ECU MyChart account in addition to any other MyChart accounts you may have from other organizations. It allows you to easily access any MyChart account from one place using a single username and password. Just click the My Health Record tab and select Lucy and MyChartCentral. Once you create an account, you can link your other MyChart accounts and see them all in one place.

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What is Lucy?

Lucy is a personal health record that gives you a permanent home to organize all your medical information. You can request an updated copy of your medical record at any time and store it in Lucy. You can also add personal information about your health and choose to share it with your other health care providers where you receive care.

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Why can't I request a refill for my medication in MyChart?

If you need a refill for a medicine and the Request a refill button is not an option, please send a message to your doctor. You can use the Message your health care team button to send the message.

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

Yes you can. This is called Proxy access and allows a parent, legal guardian or other authorized person to log into their personal MyChart account, and then connect to information regarding their family member. You must complete a Proxy Consent Form and return it to one of your medical facilities or provider's office to request access to this convenient service. This access cannot be requested online. You must contact your provider or medical facility.

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What information can I view for a minor I have proxy access to?

We release information to MyChart allowed by the State of North Carolina. All information is available for minors between ages 0-10. The following information is available for adolescent minors between the ages of 11-17:

  • Allergies
  • Immunizations
  • Preventive Care Reminders
  • Request an appointment
  • Request Medical Advice

Please note that parents, legal guardians and adolescent minors (if they are provided their own MyChart account) will all see the same information in MyChart.

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Can I cancel/revoke proxy access for a person I granted access to?

Yes you can. Click the Preferences tab and select Personalize. Scroll to the bottom of the page and find the "Who Can View My Record" section. Click the radio button in front of the person's name whose access you want to revoke and click "Revoke Access". You will have to confirm your selection. Please note that once you revoke access for a proxy, you must contact the clinic to have this access granted to them again. This cannot be done from your MyChart account.

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Can I ask questions regarding a family member from my MyChart account?

No, MyChart offers direct access to your personal health record. You would need Proxy access to a family member's MyChart account.

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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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I forgot my password. What should I do?

On the MyChart login page, click the "Forgot Password" link under the password box and follow instructions to reset your password online. You may also contact MyChart Support 24 hours a day, toll-free, at 1-855-482-4278 to request a temporary password. Finally, you may email MyChart Support at mychart@vidanthealth.com to request a temporary password. We will respond to all requests within two (2) business days. For all requests, please include your full name, date of birth and last 4 of your social security number so we can access and verify your account.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at 1-855-482-4278 and after we verify your information, a new code will be provided. You may also email us at mychart@vidanthealth.com to request a new code. For any request, please include your full name, date of birth and last 4 of your social security number so we can access and verify your account.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the Preferences tab at the top of the page, select the appropriate option.

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Can I see and pay my bill in MyChart?

If you are a Vidant patient or Pitt County Health Department patient, you can see and pay your bill in MyChart. Just click the Biling tab to see your accounts. If you have a balance, you will be able to select the Pay button to make a payment. You may also set up a payment plan, to be paid monthly with a credit/debit card . Currently, on MyChart, you can only set up a payment plan using a credit/debit card. For other options, you may need to contact your billing office. ECU Physicians and Our Children's Clinic patients are not yet able to pay their bills online using MyChart.

Please note: If you have a zero account balance, your account will not show in MyChart after 45 days. Some other account types may also not be available in MyChart. If you don't see your account and have questions, please contact your Billing Office.

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What if I have questions about my bill?

If you have any questions about your bill do not contact MyChart Technical Support. Please contact the billing office directly. The numbers are shown on the Account Details page and are listed below for your convenience.

Vidant Hospital Bills 1-800-788-4473 M-F from 8:30a-5:00p
Vidant Professional (clinic) Bills 1-855-249-2842 M-F from 8a-7p, Sat 8a-12p
Pitt County Health Department Bills 1-252-902-2300 M-F from 8a-5p
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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 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.

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What is your Privacy Policy?

MyChart is owned and operated by Vidant Health 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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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. You were logged out to protect your own personal health information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time. You will receive a pop-up warning one (1) minute before your session expires to allow you to continue your session or logoff.

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What do I need to use MyChart?

You need access to a computer or other electronic device connected to the Internet and an up-to-date browser (such as Internet Explorer). MyChart is also available on your Apple or Android smartphone or tablet.

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My activation code does not work, what should I do?

For your security, your activation code expires after 180 days and is no longer valid after the first time you use it. If you still have problems, contact us 24 hours a day, toll-free, at 1-855-482-4278 or email us at mychart@vidanthealth.com. Please include your full name, date of birth and last 4 of your social security number so we can access and validate your account.

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Is my activation code my user ID?

No, your activation code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 180 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password. If you signed up for a MyChart during your provider visit, you won't have an activation code, you just need to make a note of the MyChart Id and Password you chose during signup. If you used the activation code for your MyChart ID, you can change it uder Preferences in MyChart.

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What are MyChart's supported internet browsers?

This is not an exclusive list of browsers supported, but a list of browsers that are strenuously tested by our software vendor. They include Internet Explorer 8 and above, Firefox 13.x and above, Safari 5.x on Mac/Windows and Google Chrome 20.x and above. Please note if you use AOL, the native AOL Internet Browser will not work with MyChart. You will need to use one of the supported browsers listed.

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