Frequently Asked Questions (FAQs)

The Sentara MyChart Frequently Asked Questions (FAQs) page is designed to give patients quick and reliable answers about using their online health account. From accessing your records to scheduling visits, viewing lab results, paying medical bills, or getting help with the mobile app, this resource is here to guide you step by step. Whether you’re just signing up or have been using MyChart for years, you’ll find practical support to help you make the most of all its features.

Below you’ll find answers to common questions about Sentara MyChart, including account setup, login help, billing and payment options, appointment management, test results, and security tools to keep your information safe.

Login and Sign Up FAQs

How do I sign up for a Sentara MyChart account?

You can sign up online using an activation code provided at your clinic visit or request an activation link via email. If you don’t have an activation code, you can still register by verifying personal details such as your date of birth and contact information.

What should I do if I forget my username?

Use the “Forgot Username” link on the login page. You’ll need to confirm your identity using your name, date of birth, and registered email address.

How do I reset my password?

Click “Forgot Password?” on the login screen, provide your username and other identifying information, and follow the prompts to create a new password.

Why is my account locked after multiple login attempts?

For security reasons, MyChart locks accounts after too many failed login attempts. Wait a few minutes and try again, or contact Sentara support to unlock your account.

Can I access Sentara MyChart from any device?

Yes, you can log in from a computer, tablet, or smartphone. The MyChart app is available for both iOS and Android.

Billing and Payment FAQs

How can I view my medical bills in MyChart?

Sign in to your account and navigate to the Billing section, where you can view statements, balances, and payment history.

Can I pay my bills online through MyChart?

Yes, you can pay securely using a credit card, debit card, or bank account. You can also set up recurring payments if available.

What if I want to pay without logging into MyChart?

Sentara offers a “Pay as Guest” option for patients who prefer not to log in. You’ll need the guarantor account number and patient details.

Will I still receive paper statements?

Depending on your account settings, you may receive paper statements by mail unless you choose paperless billing in your preferences.

Financial Assistance FAQs

Does Sentara offer financial assistance for patients?

Yes, Sentara provides financial aid programs for patients who meet income eligibility requirements.

How do I apply for financial assistance?

You can apply online through Sentara’s official financial assistance page or request forms at your hospital or clinic.

What documents are needed for financial aid applications?

Most applications require proof of income, tax returns, or other supporting financial documents.

How will I know if my financial assistance request is approved?

Sentara will notify you by mail or phone once your application has been reviewed and processed.

Two-Step Verification FAQs

What is two-step verification in MyChart?

Two-step verification (2FA) adds an extra layer of security. You’ll log in with your username and password, then confirm your identity with a code sent to your phone or email.

Can I disable two-step verification?

No, Sentara requires 2FA to keep patient data secure.

What if I don’t receive my verification code?

Check your spam folder or make sure your phone number and email are updated in MyChart. If the issue continues, contact support.

Can I use an authenticator app instead of SMS?

Depending on your settings, you may be able to choose between text, email, or an authenticator app for verification.

Proxy Access FAQs

What is proxy access in MyChart?

Proxy access allows parents, guardians, or caregivers to manage a loved one’s healthcare through their own MyChart account.

How do I request proxy access?

Submit a proxy access request through MyChart or by filling out a form at your provider’s office.

Can parents access their child’s records?

Yes, but access may be limited once the child reaches a certain age, in compliance with privacy laws.

Can I revoke proxy access once granted?

Yes, you can update or remove proxy permissions anytime in your account settings.

Test Results and Records FAQs

How soon are test results available in MyChart?

Most test results appear within 24–48 hours of being finalized, though some may be delayed for provider review.

Can I see past medical history in MyChart?

Yes, your account stores past visit summaries, lab results, imaging reports, and immunization records.

Will my doctor contact me about abnormal results?

Yes, your provider will typically follow up through MyChart messages or phone if results require discussion.

App and Technical Support FAQs

Is there a mobile app for Sentara MyChart?

Yes, you can download the MyChart app on the App Store or Google Play. Select “Sentara Healthcare” as your provider when logging in.

Why is MyChart not working on my device?

Try clearing your browser cache, updating the app, or switching to another device. If issues persist, reach out to Sentara’s MyChart help desk.

Who do I contact for technical support?

You can find support contact details on the Sentara Health website or call the MyChart support line for direct assistance.

Appointment and Scheduling FAQs

Can I schedule appointments through MyChart?

Yes, you can book primary care visits, follow-ups, and some specialty appointments directly from your account.

How do I cancel or reschedule an appointment?

Log in, go to Appointments, and select the visit you want to cancel or reschedule. If online options aren’t available, call your provider’s office.

Can I request a same-day appointment in MyChart?

Some clinics allow same-day or next-day booking, depending on availability. Otherwise, contact your provider directly.

Will I get reminders for my appointments?

Yes, you can choose to receive reminders by text, email, or push notification in your app settings.

Messaging and Communication FAQs

Can I message my doctor through MyChart?

Yes, secure messaging allows you to ask non-urgent questions, request refills, or follow up on treatment plans.

How long does it take to get a reply?

Response times vary, but most providers reply within 1–3 business days.

Can I send attachments in messages?

Yes, you can upload images or documents if your care team needs additional information.

Is messaging appropriate for emergencies?

No, MyChart messaging should only be used for non-urgent concerns. For emergencies, always call 911.

Prescription and Medication FAQs

Can I request prescription refills in MyChart?

Yes, go to Medications in your account and request a refill from your preferred pharmacy.

Can I see my current and past medications?

Your medication list is available under the Medications section, including active prescriptions and past treatments.

How do I change my preferred pharmacy?

Update your pharmacy details in MyChart or request a change when submitting a refill.

Will I be notified when my prescription is ready?

Yes, many pharmacies send text or email notifications when prescriptions are available for pickup.

Insurance and Coverage FAQs

Can I update my insurance information in MyChart?

Yes, under the Billing & Insurance section, you can add or update insurance details.

Does MyChart show what my insurance covers?

While MyChart lists your insurance information, specific coverage details should be confirmed directly with your insurance provider.

Can I upload a photo of my insurance card?

Yes, you can upload a digital copy to keep your records up to date.

Family and Caregiver Access FAQs

Can I link multiple family members’ accounts?

Yes, you can connect accounts through proxy access if you are the legal guardian or caregiver.

How do I manage my child’s account?

Parents or guardians can access children’s health records, though access may change once the child reaches a certain age.

Can elderly patients grant caregiver access?

Yes, older adults can authorize family members or caregivers to manage their MyChart account.

General Information FAQs

What is Sentara MyChart used for?

It’s a secure online platform where patients can manage appointments, view test results, communicate with providers, pay bills, and handle prescriptions.

Is there a cost to use MyChart?

No, Sentara MyChart is a free service for all Sentara patients.

Can MyChart be accessed outside the U.S.?

Yes, you can log in from anywhere with internet access, though some features (like SMS verification) may depend on your location.

How do I update my personal information?

You can update your address, phone number, and emergency contacts directly in the Profile Settings section.