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Frequently Asked Questions

We have included answers to many frequently asked MyChart questions in Questions & Answers.

Web Site Customer Support

If you have encountered a technical error or problem regarding the MyChart web site, if you would like to sign up for access or need help using your activation code, logging in, or have a question about using the MyChart web site and would like immediate assistance from a Customer Support representative, please call (619) 543-5220.

Note that this group cannot answer billing, clinical, or medical records questions--for those, see below.

Billing Customer Support

If you have a question about billing, please call Billing Customer Support at (855) 827-3633.

Clinical Support

If you think that some aspect your health information represented online is incorrect, or if you have questions about the clinical information in MyChart, please send a message to your physician or contact your clinic directly.

If you are looking for provider or clinic contact information or locations, visit our Contacts Page.

Appointment Scheduling

If you would like to request an appointment that is unavailable using MyChart Schedule an Appointment, please contact us.

Medical Records

Not all of the information in your personal health record is accessible to you on the MyChart web site. If you need access to information beyond what is included online, please contact us.

Proxy Access

Proxy access grants a person logged in to MyChart under their own account the ability to access the MyChart account of another patient. Proxy categories include:

  • Parents or guardians accessing a child's account (age 0-11)
  • Parents having limited access to a teen's account (age 12-17)
  • An adult caregiver accessing the account of another adult (age 18+) or emancipated minor

This access is strictly controlled and requires the person seeking proxy access to download, print, and complete the Proxy Access Request Form, including patient's signature for consent where indicated. Refer to the form for additional details and requirements.

To obtain proxy access you must either:

  • Present in person at your clinic with the following:
  • A completed Proxy Access Request Form
  • Valid government-issued photo ID
  • Documentation establishing your relationship with the patient, such as a dependent’s insurance card, a Durable Power of Attorney document, or letters of conservatorship.
  • Send a MyChart message to your clinic with the following attached to the message (please name each document in the attachment description):
  • Legible scan or electronic photo of the completed Proxy Access Request Form.
  • Scan or photo of your valid government-issued photo ID
  • Scan or photo of a document establishing your relationship with the patient, such as a dependent’s insurance card, a Durable Power of Attorney document, or letters of conservatorship.