UCSF MyChart Frequently Asked Questions

Enrollment Questions
What is UCSF MyChart?
Is there a fee to use UCSF MyChart?
How do I sign up?
How old do I have to be to sign up for UCSF MyChart?
Can I get UCSF MyChart on my mobile device?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in UCSF MyChart?
Why are certain test results not shared electronically via UCSF MyChart?
If some of my health information on UCSF MyChart is not correct, what should I do?
If I send a UCSF MyChart message, when can I expect a reply?
If I send a UCSF MyChart message, when can I expect a reply?
Who views my messages?
I don't see all of my providers listed, what can I do?
MyChart For My Family
Can I view a family member's health record in UCSF MyChart?
Why is MyChart access for adolescents different than it is for children or adults?
What happens to parents or guardians existing proxy access to MyChart when their child turns 12?
How do I view my child's MyChart account after receiving proxy access?
What access does an adolescent have to their own MyChart account?
Can a private message be sent by an adolescent if their parent or guardian has proxy access to their MyChart account?
How does an adolescent sign up for a MyChart account?
Can I ask questions regarding a family member from my UCSF MyChart account?
Can my spouse and I share one UCSF 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?
How can I change my password?
Technical Questions
How is UCSF MyChart secure?
What is your privacy policy?
I was logged out of UCSF MyChart, what happened?
Can I download my health summary?
My activation code does not work, what should I do?
Is my activation code my username?

What is UCSF MyChart?

UCSF MyChart offers patients personalized and secure online access to portions of their electronic health records. With UCSF MyChart you can securely use the internet to help view, manage and receive health information, including the ability to:

  • Message your health care provider.
  • Request an appointment or referral.
  • View some past visit information and upcoming appointments.
  • Check some results and graph your trends.
  • Refill a prescription.
  • Link to your child's health information by proxy if your child is 0-11.
  • Link to some of your adolescent's health information by proxy if your adolescent is 12-17.
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Is there a fee to use UCSF MyChart?

There is no charge to access and use UCSF MyChart.

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How do I sign up?

There are two ways you can sign up for MyChart at UCSF Health.

Activation Code:

  • You can ask for an activation code at your next provider visit, or look for one on your After Visit Summary (AVS) that you are given at the close of your visit.

Register Online:

  • If you do not have an activation code, you can register online by clicking here. You will be required to answer a set of verification questions to confirm your identity. If successful, you will be prompted to create a username and password. 
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How old do I have to be to sign up for UCSF MyChart?

You must be 12 years old to sign up for UCSF MyChart. If you are 0-11, your parents or guardians can access UCSF MyChart on your behalf via proxy access. If you are 12-17, you can access your own UCSF MyChart account and your parents/legal guardians can access some of this information as your proxy.

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Can I get UCSF MyChart on my mobile device?

Yes! The UCSF MyChart Mobile Application is available from the App Store for iPhone, iPad and Android. Download the "Epic MyChart" app and search under California for UCSF MyChart.

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Who do I contact if I have further questions?

You can call UCSF MyChart Customer Service at 415-514-6000 24 hours a day, 7 days a week.

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When can I see my test results in UCSF MyChart?

Your clinical lab test results drawn from a UCSF Medical Center lab are automatically released to your UCSF MyChart account once they are finalized. Go to Health > Test Results and click on a row to view specific test results. Your radiology/imaging and microbiology reports are automatically released five days after they are finalized or sooner if your provider manually releases them to you.

If you have questions regarding results, you may message your provider in UCSF MyChart by going to Messaging > Ask a Question > Brief Medical Question, then select your provider and select "Test Results Question" as the subject.

Additionally, when you first sign up for UCSF MyChart your past historical results are released to your UCSF MyChart account.

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Why are certain test results not shared electronically via UCSF MyChart?

Some results are not allowed to be released electronically by law or university policy – for example, results from sexually-transmitted diseases or genetic tests.

If you have questions regarding results, you may message your provider in UCSF MyChart by going to Messaging > Ask a Question > Brief Medical Question, then select your provider and select "Test Results Question" as the subject.

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If some of my health information on UCSF MyChart is not correct, what should I do?

Your UCSF MyChart information comes directly from your electronic health record at your provider's office. Ask your provider to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic record each visit. If you feel the information needs to be changed before your next visit, you may message your provider in UCSF MyChart by going to Messaging > Ask a Question > Brief Medical Question, then select your provider and select "Non-Urgent Question" as the subject.

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If I send a UCSF MyChart message, when can I expect a reply?

You will generally receive a reply within 3 business days. Please note that UCSF MyChart should not be used for urgent situations. If the situation requires immediate attention or is an emergency, dial 911.

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Who views my messages?

Please be aware that your message may be viewed by staff and becomes part of your UCSF electronic health record. At times, nurses who collaborate with providers may respond directly to your message even if it is directed to your provider.

If you are an adolescent between the ages of 12-17, messages can be sent to you confidentially by your provider and practice staff. You can also message your provider confidentially. However, please remember that if you don't deselect your parent/legal guardian with proxy access before sending each message or appointment request, they can view them as well.

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I don't see all of my providers listed, what can I do?

In order to message your provider, you need to have had an appointment with that provider in the past two years so that you have an established relationship with them. Please feel free to make an appointment with your provider by either requesting an appointment under Visits --> Schedule an Appointment, or by calling your provider's practice.

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

Yes, proxy access allows you to access information from another person's MyChart account. You can request and manage proxy access by going to Profile > Account Settings > MyChart Proxy Center.

  • Parents and guardians of children 0-11 years old can request full access to their child's MyChart information. Your access will transition to a limited teen proxy access on your child's 12th birthday.
  • Parents and guardians of adolescents 12-17 years old can request limited access to their adolescent's health information. Your access will be terminated on your child's 18th birthday.

You may also request access as a legal guardian for a patient who is over the age of 18 and disabled. By UCSF Health policy, certain documentation is required prior to being able to set up a proxy account for a disabled adult. Please contact the patient's practice for more information. Lastly, an adult can designate any other adult to be their proxy.

PLEASE NOTE: Patient representatives must be at least 18 years of age. In accordance with California State confidentiality laws specific to teens, child proxy access converts to adolescent proxy access on the child's 12th birthday and proxy access terminates on the child’s 18th birthday.

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Why is MyChart access for adolescents different than it is for children or adults?

Safeguarding a child's health is one of the most important duties facing a parent or guardian. There are immunizations to track, milestones to monitor and colds to pamper, all naturally under a parent's total direction.

When a child becomes an adolescent, things change in the way they interact with their parents about their health care. Teens may feel uncomfortable about sexuality and other complex health issues, and at times wish to seek confidential medical advice.

This sensitivity is reflected in California state laws, which allow teens to obtain some health services without notifying their parents or guardians. These laws also limit the kind of information that that the health care team can share with parents or guardians without first obtaining permission from an adolescent patient.

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What happens to parents or guardians existing proxy access to MyChart when their child turns 12?

For parents or legal guardians who already have access to their child's MyChart, this access will automatically change from full child proxy access to the more limited adolescent proxy access upon the child's 12th birthday.

Parent/Guardian Adolescent Proxy access allows the parent to:

  • Message a teen's provider/care team
  • Request or schedule an appointment for a teen
  • Review the teen's allergies, test results, immunizations and growth charts

By law, an adolescent's health care provider cannot share records with a parent or guardian about the subjects below:

  • Family planning, contraception, pregnancy and abortion
  • Sexually transmitted diseases and some other infectious diseases, such as HIV/AIDS
  • In some circumstances, information about rape or sexual assault
  • In some circumstances, information about mental health treatment or treatment for drug- and alcohol-related problems

This is a simple view of what can and cannot be seen:

Content Adolescent
(12-17 yrs)

Parent Proxy
(12-17 yrs)

Parent Proxy
(0-11 yrs)
Labs YES YES YES
Immunizations YES YES YES
Allergies YES YES YES
Growth Chart YES YES YES
Messaging to and from provider* YES YES YES
Appointment Request YES YES YES
Appointment View YES NO YES
Problem List/Summary YES NO YES
Medications/refill request YES NO YES
  *Parent and adolescent can opt to send private messages and appointment requests to the provider.

Note: MyChart full access proxy (what is available to proxies of children 0-11) may be granted to the parent or legal guardian of a teen in some defined circumstances when the teen’s medical conditions are appropriate.

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How do I view my child's MyChart account after receiving proxy access?

From your MyChart home screen you should see an icon for yourself as well as additional icons for the people you have proxy access to. Select the person whose account you want to access.

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What access does an adolescent have to their own MyChart account?

Patients ages 12-17 may use MyChart to:

  • Message their care team
  • Request or schedule an appointment
  • Review allergies, test results immunizations and growth charts
  • Review helpful and trustworthy health information on many topics.

By law, teens are able to obtain some kinds of health services or information without notifying their parents or guardians. In MyChart, teens must select to exclude their parents or guardians with proxy access from each message or appointment request they send to their providers; otherwise those messages and appointment requests will be visible to their parents or guardians as well.

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Can a private message be sent by an adolescent if their parent or guardian has proxy access to their MyChart account?

California confidentiality laws allow you to limit the health information that your parent or guardian can see if you are between ages 12 and 17. In MyChart, you do this by choosing the audience for each individual message, similar to the way that Facebook users can choose the audience for each individual post.

We always encourage you to share information about your health with your parents if you are comfortable doing so. Parents can be excellent resources because they have often faced similar challenges.

Your adolescent MyChart account is set up so that any parents or guardians who have proxy access will automatically see all of your messages and appointment requests. It is up to you to remove their ability to see them, and you must do so every time that you send a message or appointment request.

To remove their access, uncheck their proxy boxes at the top of the draft message before pressing send.

Example: You wish to message your doctor with a question about birth control, or request an appointment to discuss preventing sexually transmitted infections.

  • If you do not uncheck the box shown above before sending, your parent or guardian with proxy access can see your message or request. They may also be notified by email that you sent a message to your care team.
  • If you do uncheck the box before sending, your parent or guardian will not see the message or be notified.

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How does an adolescent sign up for a MyChart account?

To sign up for an adolescent MyChart account, a parent/legal guardian will need to sign an Adolescent Proxy Form first. Do this, the parent or guardian will need to have an active MyChart Account. To sign up for a MyChart account click here. Once logged in, navigate to "MyChart Proxy Center" under the "Profile" menu. Select the appropriate access based on the age of the patient, and complete the Adolescent Proxy Form. You will receive a MyChart message with instructions on how to access your child’s account through MyChart in 2-3 business days. At that time, teen patients (12-17 years old) will also receive an activation code for a MyChart account of their own.

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

MyChart offers direct access to your personal health record and to the records of any family members for whom you have proxy access. You should only communicate about your health in your MyChart account and about a family member via your proxy access to their MyChart account. Otherwise, yours or a family member's health information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one UCSF MyChart account?

No, due to the sensitive nature of health information, each adult must establish their own UCSF MyChart account and sign on separately.

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I forgot my password. What should I do?

You may click the "Forgot Password" link on the sign-in page to reset your password online.

You may also contact our MyChart Customer Service at 415-514-6000 24 hours a day, 7 days a week.

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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 UCSF MyChart Customer Service at 415-514-6000 24 hours a day, 7 days a week. After we verify your information, a new code will be sent via email or U.S. Postal Service.

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How can I change my password?

Log into UCSF MyChart and go to Profile > Account Settings > Security Settings and select "Change Password."

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How is UCSF MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal user names, passwords and matched against personal identification such as the last four digits of your social security number, date of birth and address. Each person controls their password, and the account cannot be accessed without that password. Further, UCSF MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with UCSF MyChart. Unlike conventional e-mail, all UCSF MyChart messaging is done while you are securely logged on to our UCSF MyChart website.

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What is your Privacy Policy?

UCSF MyChart is fully compliant with federal and state laws pertaining to your privacy under the Health Information Portability and Accountability Act (HIPAA) of 1996. 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 UCSF MyChart or UCSF Medical Center.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into UCSF MyChart, if your keyboard remains idle for 15 minutes, you will be automatically logged out of UCSF MyChart. We recommend that you log out of your UCSF MyChart session if you need to leave your computer for even a short period of time.

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Can I download my health summary?

Yes, you may download information about your visits by going to Health > Share My Record > Download or send your record. You may also request your complete medical record by going to Health > Request Medical Record.

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

For your security, your access code expires after 90 days. After you initially log on, your username and password are used for logging on. If your activation code does not work for some reason or you still have problems, call UCSF MyChart Customer Support at 415-514-6000 24 hours a day, 7 days a week.

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Is my activation code my username?

No, your access code is not your UCSF MyChart username or password. You will use this code only once to log into UCSF MyChart for the first time. (The code will expire after you have used it or after 90 days). When you log into UCSF MyChart the first time, you will then be asked to create your own unique UCSF MyChart username and password.

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