Whether you're a first-time MyChart user or are looking to learn more about some of the features in your account, our FAQs can help you make the most of your MyChart account.
Activation and enrollment
I forgot my password. What should I do?
Can you send me a new activation code if I've lost it, didn't receive it or have let it expire?
Please contact our 24/7/365 portal help desk at 484.580.1080 to have a replacement code generated.
Messages and prescription requests
If I send a message to my doctor or nurse, when can I expect a reply?
We're committed to responding in a timely manner and you'll generally receive an answer within two business days, depending on the volume of work we are handling.
Please note: MyChart should never be used for emergency or urgent issues. If you're experiencing a medical emergency or need urgent medical care, call 911 immediately, go to your local emergency room or call your doctor.
Where can I access letters from my provider?
If you've requested any type of official letter, like a medical certification to return to work or school following treatment, you'll be able to access the letter by navigating to Messaging and then Letters from the main menu. Just click on any letter listed to view it within the portal and select the printer icon in the upper right for a printer-friendly version.
If you're in need of a letter from your provider, you can easily submit your request by sending a message to your care team. A member of your care team will respond within two business days.
Can I request prescription refills in MyChart?
If you have refills remaining, contact your pharmacy and request a refill as you normally would. However, if you do not have refills remaining, you can ask your doctor to refill your prescription directly through MyChart.
Simply log into your account, hover over the Message Center option in the main menu and click on Request Prescription Refill. Then, check the box for the appropriate medication and click Continue to choose your pharmacy and send your request. Most requests will be processed in two business days or less and you'll receive a notification from MyChart when your renewal is ready.
Note: If your prescriptions were imported from another electronic medical records system or entered prior to March of 2018, your Main Line Health provider may need to assign the prescription to a pharmacy within your account. This can be done during your next in-person appointment.
If you need a renewal prior to your next appointment, please contact the provider's office directly to renew via phone and update your account.
Results and visit notes
When can I see my test results in MyChart?
Some test results are released to MyChart in as little as one to two business days after the test is performed, with the exception of certain sensitive tests. However, it may take several days for some tests to appear if additional provider review is required.
Some sensitive results may be held for several days before release to provide enough time for you and your provider to discuss the results before they appear in MyChart.
The following are general time frames for when you should anticipate seeing your test results by:
- Non-sensitive lab and radiology results are released within 48 hours.
- Sensitive lab tests are released within five days.
- Radiology results for CTs, MRIs and PET scans are released within five days.
What are visit notes?
Visit notes are where providers record important information during your consultation, including:
- What you’ve told us
- What we observe when we examine you
- What we know about objective medical facts related to your care
- What our plan is for your care in the future
Notes contain a roadmap for how providers are going to address your preventive health care as well as your active medical problems.
Notes are also used to outline a plan of action for your care including testing, recommendations for lifestyle changes, behavior modification or treatment with medications.
What should I do if information in MyChart isn’t correct?
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 office visit. Your health information is reviewed and updated in your electronic medical record after each visit.
If you need an issue addressed quickly, you can send a message to our Health Information Management (HIM) department by creating a customer service message and selecting “I have a question about my medical record.” The HIM department will work with your provider to correct inaccurate information.
May I view another individual's information in MyChart, such as a family member's?
Yes, if you are granted "proxy" access in MyChart to the individual's information. Proxy access allows one individual to access MyChart and view certain information of another individual who is a Main Line Health patient, as discussed below.
Proxy access is granted at Main Line Health's sole discretion, and will be granted only if, and only to the extent, it is officially appropriate and allowable under Pennsylvania and federal law. Proxy access is also conditioned on proxy agreement to and compliance with the MyChart Terms and Conditions.
May I ask questions regarding a family member from MyChart account?
Under the MyChart Terms and Conditions, your account must be used only to inquire about your health. However, you may ask questions about another Main Line Health patient using proxy access to their MyChart account. The process for requesting proxy access is described above.
Can my spouse and I share one MyChart account?
Due to the sensitive nature of medical information, all adults (18 years and older) must sign and submit a Release of Information request and establish their own MyChart account.
How do I terminate proxy access?
Contact our portal support desk at 484.580.1080 to speak with a representative who can assist with your request. We cannot guarantee how quickly proxy access can be terminated following receipt of a termination request.
Adult patients can also personally deactivate any designated proxy access directly from MyChart by clicking on the Personalize tab. From there, at the bottom of the Personalize window, in a section labeled Who Can View My Record, you can see the names of any adults that you have given proxy access to. If at any time you wish to disable the proxy access of any adult you have granted proxy to, simply click the Revoke Access button next to the name of the proxy you wish to deactivate.
To turn notifications on or off, navigate to Account Settings within the app and adjust as needed.
Where can I update my personal information (e.g., home address, email or change my password)?
Log into MyChart and from the upper menu, go to the Demographics section under the Resources menu.
Insurance and billing
Why does the MyChart billing balance differ from my paper statement?
MyChart balances are real time, therefore the balance may change due to payments and/or adjustments. Your statement is generated once a month and may have gone out before your account was updated.
I have questions about billing and payment options.
Your payment may have posted to another date of service or based on your explanation of benefits from your insurance carrier, the amount owed may be greater than the amount paid on the date of service.
If you're unable to pay the patient responsibility portion of your bill at the time of service or at the time of discharge, you may qualify for an extended, interest-free payment plan. Main Line Health provides financial counselors at each hospital to help patients find ways to meet their financial obligations for the services provided to them. Any patient may request to speak to a financial counselor when being treated at Main Line Health. Uninsured patients who are admitted to the hospital will automatically receive help from a financial counselor.
If you have questions about a bill, need assistance to extend payments or would like to learn more about our financial counseling program, call 484.337.1970. You can also learn more about our billing policy here.
How do I print out a payment summary for this year? Or last year?
Click the Billing tab then click Billing Acct Summary and then See More Payments. Select From and To month/year then View Payments. Click the printer icon, then click Print this Page.
How do I obtain an itemized statement?
The itemized statements in MyChart will show any patient or insurance activity within the last 60 days. Click the Billing tab then click on Billing/Acct Summary. Choose the correct account number. Click on See Account Detail. Under Outstanding Accounts, click the link Here to see details. To print, click on the printer icon at the top right corner of the page.
If you have additional questions or the information provided via MyChart is not sufficient, please call 484.337.1970 to speak directly with a member of our billing team or submit a request for an itemized bill.
How can I add, remove or edit my insurance information in MyChart?
Click the Billing tab then click Insurance Summary. If you want to add coverage, click the green plus sign icon. Click the red minus sign to remove coverage, and the pencil icon to edit coverage.
Can I save my credit card for future use?
As an added security measure, we don't retain your credit card information.
My credit card declined but my bank shows it has processed.
If your card is declined, we have not received your payment. However, your banking institution may have placed these funds on hold pending our authorization. Since your card declined, we are not authorized to claim these funds. Please allow three to seven business days for these funds to be released back to your account. For more information, you can contact your banking institution.
The declined message "decline=avs" means wrong billing address. The declined message "decline=cvv" means wrong security code.
I don't recognize the name of the physician on my statement.
Based on the services received, the physician listed on your statement may differ from the provider who performed the service. For example, if you see a physician assistant, nurse practitioner, physical, occupational or speech therapists, the supervising provider (instead of the one who provided the services) may be listed on the statement.
Security and technical help
How can I update my notification settings?
When logged into MyChart, navigate to Settings and Notifications from the main menu. From there, you'll see tabs for Email and Text alerts. Each tab will show you where the selected alert will be sent. To update your email or phone number, click on the blue pencil icon.
You'll also see options for four types of alerts:
- Appointments & Questionnaires
- Billing & Payments
- Test Results, Medications & Research Studies
- Messages & Documents
If the checkbox to the left of each category is selected, you'll receive all of the alerts for that category. Or, if you'd like to customize the types of alerts you'll receive for each, click the arrow to the right of the category to expand and view your options.
Why should I enable location access and notification settings in the MyChart app?
Allow location access and enable notifications to complete check-in tasks before you arrive and be alerted when test results are available.
I was logged out of MyChart. What happened?
We aim to protect your privacy and the security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you'll be automatically logged out. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.
Can I update notification preferences on the MyChart app?
If you have the MyChart app installed, you can also receive push notifications to your phone or tablet. The app will alert you when there are new messages, test results, earlier appointments are available, new billing statements have been posted or you have a payment due.
Can I use MyChart on my mobile device?
With the MyChart app you can schedule appointments, view test results, medications, immunizations, proxies, appointments and upload health and fitness data, including data from the Apple Health app, when enrolled in self-tracking programs.
The MyChart mobile application is currently available on the Apple® App Store and the Google Play Store.
- After downloading to your device, launch the MyChart application and select Main Line Health as your health care provider.
- Log in using your MyChart username and password.