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

New to MyChart? Sign Up
Request Access to My Account or My Child's Account

MyChart Support


Learn More...

MyChart Frequently Asked Questions

Getting Started on MyChart
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
How do I request an access code online?
Who do I contact if I have further questions?
I have a MyChart account at another health care organization. Can I link my MetroHealth MyChart account to the other account?
Account Activation Issues
I have an Activation Code. How do I activate my account?
Can you send me a new access code as I have lost it, let it expire or did not receive it?
My access code does not work. What should I do?
Is my access code my user ID?
Are my access code and password the same thing?
Account Sign In Issues
I forgot my MyChart ID. What should I do?
I forgot my password. What should I do?
My account is disabled. What should I do?
Account Information
If I want to change my e-mail or my password, what should I do?
If my address or phone number is incorrect, what should I do?
Can I change when or how I receive my appointment reminders and other email notifications?
How do I add a photo or change the background color to my MyChart account?
Can I pay my bill using MyChart?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
Can I see my medical records from other health care systems that use MyChart?
Can I share my medical records with other health care systems that use MyChart?
Can I receive a complete medical history through MyChart?
Messaging within MyChart
If I send a message to my health care team, when can I expect a reply?
How do I contact Customer Service?
How to Get Medical Advice?
Can I send my healthcare team a photo?
Can I provide a non-MetroHealth provider a copy of my medical record?
MyChart For My Family/Accessing Another Person's Account
Can I access a family member's health record or request appointments for a loved one in MyChart?
Who can get Proxy access?
How do I get/give Proxy access?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Why can't I see sent messages?
Troubleshooting Video Visits with Adobe Media Server
The webcam and microphone aren't found, or the microphone isn't recording audio?
The clinician's local video feed shows a black screen?
The video feed is delayed or choppy for the patient or the clinician?
The browser or video window terminated unexpectedly?
The local video feed became unresponsive?
*Please note: MetroHealth’s telemedicine service is available to residents in Ohio. Only patients with an established relationship with a MetroHealth provider may use the telemedicine service.”
Scheduling and Appointments in MyChart
I would like an appointment sooner than I already have
What do I do when I receive notification that I have an offer for an earlier appointment?
I received an alert that I have a new scheduling ticket, what do I do?
MyChart Mobile
How do I use MyChart from my mobile device?
Does MyChart Mobile have the same features as MyChart on the web?
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?

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 and to communicate with your health care team. With MyChart, you can:

Return to Top

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

Return to Top

How do I sign up?

Patients are issued a MyChart access code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an access code, you can request one here or receive one during your next visit.

Return to Top

How do I request an access code online?

Access the MyChart login page and click Sign Up Now. On the Please Identify Yourself page, click Request Online. The Activation Code page will appear, enter your demographics information.

Return to Top

Who do I contact if I have further questions?

If you have questions, you can email mychart@metrohealth.org or call 216-778-8801 Monday – Friday, 8 a.m. – 5 p.m to talk to our MyChart staff. Remember, MyChart is NOT to be used for urgent needs. For medical emergencies, dial 911.

Return to Top

I have a MyChart account at another health care organization. Can I link my MetroHealth MyChart account to the other account?

Yes. You can use MyChart Central to link all of your MyChart accounts. MyChart Central allows you to access all of your accounts with one username and password. For more information on MyChart Central, click here.

Return to Top

I have an Activation Code. How do I activate my account?

It's quick and easy to get started. Just take a look at our step-by-step activation instructions.

Return to Top

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

You can request a new code here and after we verify your information, a new code will be emailed to you.

Return to Top

My access code does not work. What should I do?

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, email us at mychart@metrohealth.org or you can call 216-778-8801 Monday - Friday, 8 a.m. - 5 p.m. to talk to our MyChart staff.

Return to Top

Is my access code my user ID?

No, your access code is not your MyChart ID or password. It is a 15-digit code used the first time you access MyChart.(The code will expire after you have used it or after 60 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

Return to Top

Are my access code and my password the same thing?

No, your access code is only needed the first time you log into MyChart. After your first log-in, you will create a password for your account. Your password will be used for all future log-ins.

Return to Top

I forgot my MyChart ID. What should I do?

Click the Forgot MyChart ID link on the sign-in page to recover your MyChart ID.

Return to Top

I forgot my password. What should I do?

Click the Forgot Password link on the sign-in page to reset your password online.

Return to Top

My account is disabled. What should I do?

Please call 216-778-8801, Monday – Friday, 8 a.m. – 5 p.m.

Return to Top

If I want to change my e-mail or my password, what should I do?

Options to change your e-mail and password are found under the Preferences tab after you log into MyChart.

Return to Top

If my address or phone number is incorrect, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit.You can also send a customer service request by logging into MyChart and clicking Administrative Info under My Medical Record tab.

Return to Top

Can I change when or how I receive my appointment reminders and other email notifications?

Yes. Under the Preferences tab, click the Communications Preferences link. There you can choose which types of email notifications you would like to receive. You can also specify how soon before an appointment you wish to receive your email reminder.

Return to Top

How do I add a photo or change the background color to my MyChart account?

It's easy! While you are logged in to MyChart, click the wrench image under your name at the right-hand side of the page. Or you can click Personalize under the Preferences tab. This will take you to the My Family's Records page.

Once you are on the My Family's Records page, follow the directions below.

Add a new photo or replace a current photo:

  1. Click the Edit button.
  2. Click the pencil icon.
  3. Choose a photo to upload.
  4. You will receive an alert letting you know that when you save this photo, it will also appear in your MetroHealth medical record. Click OK to make this alert disappear.
  5. Click save.

Delete your current photo:

  1. Click the Edit button.
  2. Click the image of a white X in a red circle.
  3. Click save to delete the photo.

Change your background color:

  1. Click the Edit button.
  2. Find the Color Scheme dropdown menu on the right of the page.
  3. Use the dropdown menu to select a new color.
  4. Click save.

Return to Top

Can I pay my bill using MyChart?

Yes, you can pay your bill by e-check or credit card by logging into your MyChart account. You will see a message alert on your home page if you have an outstanding bill, click the alert to pay the bill. You can also view your bill by clicking Billing Account Summary under the Billing tab. Once you are on the Billing Account Summary page, Click Account Detail or See More Payments to see more information about a particular account. If you have an outstanding balance on an account and wish to pay by e-check please click Pay by e-check. Under Amount Due click Pay to pay by credit card.

Return to Top

When can I see my test results in MyChart?

Your test results are released to your MyChart account after your physician has reviewed them. Many test results are available within 4 days, depending on the type of test. If you do not see a result in MyChart that you are looking for, or if you have questions about a result, contact your clinic.

Return to Top

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. Further, some tests of a very sensitive nature are not released to MyChart.

Return to Top

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 doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

Return to Top

Can I see my medical records from other health care systems that use MyChart?

At this time, logging into MetroHealth's MyChart service will only enable you to see your MetroHealth records. If you receive care at an additional health care system that uses MyChart, you will have to log into your account for that particular system.

However, be sure to tell your MetroHealth provider if you have received or currently receive care at other health care systems. Through a special initiative called Care Everywhere, your doctor may be able to place information from another health system into your MetroHealth medical record.

Return to Top

Can I share my medical records with other health care systems that use MyChart?

Yes, a special initiative called Care Everywhere allows your information to be shared with other health care systems using MyChart. Log into your MyChart account, under the My Medical Record tab, click Authorize Sharing to choose health care systems with whom you would like to share your medical information.

Return to Top

Can I receive a complete medical history through MyChart?

Yes. Log into your MyChart account and send a customer service request. You can do this by clicking Requested Records under the My Medical Record tab or by clicking Ask Customer Service under the Messaging tab. Mark your message type "Medical Records Request".

Return to Top

If I send a message to my health care team, when can I expect a reply?

You will generally receive an answer within 3 business days. Please note that MyChart should not be used for urgent situations. Please contact your MetroHealth location if the situation requires immediate attention or dial 911 if it is an emergency.

Return to Top

How do I contact Customer Service?

This feature is used for non-medical issues, such as, website/account related issues.

  1. Under the Messaging tab, click Ask Customer Service
  2. Enter the subject of the message and write a note
  3. Click send

Return to Top

How to get Medical Advice?

In order to see a provider in your list of options, you must have seen your provider within the past three years and your provider must be a MyChart participating provider.

  1. Under the Messaging tab, click Get Medical Advice.
  2. Select which provider's office should receive the request, specify the subject of the message and write a note.
  3. Click send

Return to Top

Can I send my health care team a photo?

Yes. If you believe a photo of a medical condition or scan of a document (such as doctor's orders from another provider or emergency room) will help your care team better understand a health issue, you can attach it to your medical advice request.

  1. Under the Messaging tab, click Get Medical Advice.
  2. Select which provider's office should receive the request, specify the subject of the message and write a note.
  3. Click the Browse button next to the words "Attach an image."
  4. You may attach up to 4 files. Allowed file types are GIF, JPG, PNG, TIFF, BMP, TIF and PDF. The maximum file size is 1000 KB.
  5. Once the image loads, add a label such as ("cut on left knee").
  6. Click send

Return to Top

Can I provide a non-Metrohealth provider a copy of my medical record?

You can download a password-protected copy of your health summary to share with trusted providers. You can also send an email with your password-protected copy to trusted providers. To learn more, find the My Medical Record tab and click Download Summary.

Return to Top

The webcam and microphone aren't found, or the microphone isn't recording audio?

Before beginning a video visit on the MyChart website, patients should use the Test Hardware feature from the browser they plan to use for the video visit. If an external webcam or microphone is being used or there are multiple webcams or microphones available but a device isn't found, make sure the correct device is selected in the Adobe Flash Player settings:

  1. Right-click the video window and select Settings from the right-click menu.
  2. On the Privacy tab, click Allow and select the Remember check box. These settings allow Adobe Flash Player to access the webcam and microphone and remember the setting for future video visits.
  3. On the Webcam tab, select your preferred webcam from the menu. To make sure that Adobe Flash player has access to this webcam, click the preview box, which will then show an image captured by your webcam if it's available.
  4. On the Microphone tab, select your preferred microphone from the menu. You can also adjust the recording level and echo settings. If Adobe Flash Player doesn't detect your webcam or microphone:

    • Make sure to close any programs, such as other videoconferencing applications, that might be using the device.
    • If you previously used your webcam or microphone in Google Chrome and you're using a different browser for the video visit, either close Google Chrome or switch to it to conduct the video visit.
    • Close the settings window and click Test Hardware again. If a webcam and microphone are detected, you will see yourself in the video window.

Return to Top

The clinician's local video feed shows a black screen?

This issue occurs if Adobe Flash Player doesn't have permission to access the webcam and microphone. To resolve it, make sure you've performed the steps in the Enable Webcams and Microphones for Flash topic for each workstation where video visits are conducted. If a user experiences this issue, she can:

  1. Maximize the video window and right-click the local video feed.
  2. From the right-click menu, select Settings.
  3. On the Privacy tab, click Allow and select the Remember check box.

Return to Top

The video feed is delayed or choppy for the patient or the clinician?

Make sure you don't have too many applications currently running on the system. The video visit component requires a certain amount of processing power based on your computer's specification, and closing other applications will free some resources and improve streaming quality. Also, make sure your system has at least 1 Mbps of network bandwidth available for the visit.

Return to Top

The browser or video window terminated unexpectedly?

If this issue occurs while testing your hardware or during the video visit, possible solutions include:

Return to Top

The local video feed became unresponsive.

If your local video feed freezes while testing your hardware or during the video visit, it's most likely because the webcam driver installed on your operating system isn't compatible with the device you're using. To resolve this problem, visit the device manufacturer's website and download the correct webcam driver. As a quick solution, close the video window and click Begin Video Visit from the Appointment Details page to re-open it.

Return to Top

Can I access a family member's health record or request appointments for a loved one in MyChart?

Yes. This is called Proxy access and it allows a person to log into his or her personal MyChart account and then view information regarding a family member. Please read the rest of the FAQs in this section for details.

Return to Top

Who can get Proxy access?

Parents, spouses, adult children, and other types of caregivers may be granted full access to the MyChart account of a loved one following approval by our staff.

Parents commonly use this feature to view their children's medical records for immunizations, requesting appointments, and sending messages related to their children. Some restrictions may apply for access to the records of children between the ages of 13 and 17.

Adult children can use this feature to stay informed of, and participate in, an elderly parent's health care. Adult patients must give written consent for another person to gain Proxy access. Absent a legal determination precluding it, the adult patient always has the right to revoke this access at any time.

In certain cases, an adult might have a guardian who is responsible for them because of some issue of diminished capacity. In this case a guardian must supply legal documentation to gain Proxy access to the patient's chart.

Return to Top

How do I get/give Proxy access?

To authorize Proxy access, bring the completed MyChart Proxy Access Authorization Form, proper identification, and any additional required documentation to your provider’s office or any MetroHealth System clinic. Additional information may be requested. A staff member will review the form and verify information regarding the patient and parent or guardian. All items must be submitted in person with a valid government-issued photo ID in order to verify identity.

If you are requesting proxy access to your child's MyChart account, you can complete the process listed above or you can complete the process online here.

Proxy Access to a Child's Account

If your child is age 0-12 you will then be granted full access to your child's MyChart record.

If your child is age 13-17, you may submit an additional form to authorize your child to have a separate account and you may be granted partial access to that child's MyChart record (e.g., appointment scheduling, immunizations). Partial access, when applicable, is due to privacy laws.

Consenting Adult to Adult Proxy Access

In the case of an adult Proxy accessing a consenting adult's record, such as a spouse, we ask that the patient provide the MyChart Proxy Access Authorization Form (the form includes your consent for this type of access).

In the Case of an Adult Child or a Legal Guardian Requesting Proxy Access for an Adult

We ask that the Proxy bring in the MyChart Proxy Access Authorization Form with proper identification and supporting legal documentation if required, such as court order or durable power of attorney for health care (DPOA).

Return to Top

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

No. Be sure to access the account of the loved one for whom you wish to make appointments, get medical advice or view records. This ensures that the correct information is placed in the correct medical record. Otherwise, medical care could be jeopardized.

Return to Top

Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must establish his or her own MyChart account. However, you can submit the appropriate form in the MyChart Proxy Access Packet to give/grant access to your spouse.

Return to Top

Why can't I see sent messages?

Proxies can send messages on behalf of another person/family member. However, you cannot view the messages in the sent folder of that person’s/family member’s MyChart account.
PLEASE NOTE: This is due to privacy issues.

Return to Top

I would like an appointment sooner than I already have

If you would like to have an earlier appointment than the one already scheduled, you may now set any future appointments to be wait listed without contacting the clinic. This currently is available for most future appointments. You will be notified by MyChart or the clinic when an earlier appointment date/time becomes available. When in MyChart on the Home page, select Visit then Upcoming Appointments to display your future appointments. Select the appointment you would like an earlier date or time for by clicking on it. Under the General Information section of the appointment, click the Add to Wait List button. You are now wait listed for notification of an earlier appointment if one becomes available.

Return to Top

What do I do when I receive notification that I have an offer for an earlier appointment?

Patients who have requested to be notified when an earlier appointment becomes available (wait list) will receive an email message and an alert on their MyChart home page when an earlier appointment offer is available. You may accept the new appointment and it will be changed to the new date/time or decline or ignore the offer to wait for another appointment offer. The offer may be made to multiple people at a time and is awarded to the first person who accepts it. Offers will be made at approximately 7:40 PM and expire the next morning at 6:30 AM.

Return to Top

I received an alert that I have a new scheduling ticket, what do I do?

MyChart Ticket scheduling allows you to schedule an appointment when your provider orders a procedure for you. Many simple Radiology, CT and Ultrasound procedures are set up, along with Glucose Tolerance Testing and some Cardiology procedures, with more coming soon. To begin the scheduling process, click on the alert message on your MyChart home page. You may also click on Visits (a tab near the top of the home page) then Scheduling Tickets to begin. Click in the small circle next to the procedure you would like to schedule then click the Begin Scheduling button. Follow the instructions for the next steps that display and complete the scheduling process.

Return to Top

How do I use MyChart from my mobile device?

MyChart offers apps for iOS (iPhone and iPad) and Android devices. Installing and using the MyChart app is quick and easy. Visit our MyChart Mobile page for more information.

You can also use the web browser on your mobile device to access MyChart.

Return to Top

Does MyChart Mobile have the same features as MyChart on the web?

The MyChart app offers many of the same features as the web-based version:

To access a MyChart feature not listed above, use the web browser on your smart phone or computer.

Return to Top

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. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

Return to Top

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. View our privacy policy or our Terms & Conditions.

Return to Top

I was logged out of MyChart. What happened?

We aim to protect your privacy and security of your 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.

If you were logged out after signing in and clicking an item, you may need to disable the Content Advisor setting in Internet Explorer. Learn more.

Return to Top

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). View the Computer /Browser Requirements.

A MyChart app for the iPhone is also available.

Return to Top