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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Two-Factor Verification
What is Two Factor Verification?
Why Should I use Two Factor Verification?
How does Two Factor Verification work?
Do I need to use Two Factor Verification every time I log in to 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?
If I send a message to my doctor, when can I expect a reply?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one 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?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
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?
My activation code does not work, what should I do?

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. With MyChart, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.

Please note that some medical records maintained by Cigna Medical Group are not available electronically via MyChart. For example, psychotherapy records, paper medical records or archived records (created prior to September 24, 2019) from other electronic medical records systems are not directly available via MyChart. If you wish to access medical records that may be maintained in paper form or other electronic form outside of MyChart, please contact your Cigna Medical Group center.

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You may e-mail us at CMGPatientPortal@cigna.com, or you can call our MyChart Patient Support Line at (800)233-3264.

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What is Two Factor Verification?

It is a method of confirming users' claimed identities by using a combination of two different factors. This would be something they know (password) and a second factor (token) which is a six digit number.

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Why Should I use Two Factor Verification?

To provide additional security during MyChart signup, login, and password reset or expiration workflows. Minimizes identity theft and helps prevent disclosure of your electronic health information.

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How does Two Factor Verification work?

When two factor verification is used, after a patient enters their MyChart username and password, the patient is taken to the Additional Security Verification page where they can have a code emailed or texted to their mobile phone. After the patient receives the code, they can enter it to finish logging into MyChart.

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Do I need to use Two Factor Verification every time I log in to MyChart?

Yes, unless you indicate this is a private device; and skip this step next time. If you indicate this is a private device you will not be promoted for 90 days with mobile or 180 days with desktop.

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When can I see my test results in MyChart?

Your test results will be released to your MyChart account at the same time the test results are accessible by your provider. A clinic representative will be reviewing your results and reaching out with next steps if necessary.

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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.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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

Yes, you can. This is called proxy access and allows a parent (or guardian) to log in to their personal MyChart account and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service or select Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record.

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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 communicating about another individual's information would be placed in your health record. This 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 MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

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I forgot my password. What should I do?

You may contact our MyChart Patient Support Line at (800)233-3264 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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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 us at (800)233-3264 and after we verify your information, a new code will be sent to your email on file.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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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.

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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.

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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 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.

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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 Microsoft Edge or Google Chrome).

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

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, email us at CMGPatientPortal@cigna.com or you can call our MyChart Patient Support Line at (800)233-3264.

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