MyChart FAQs and Help

• Make sure you have the latest version of the App
• Ensure you are using your current username and password
• If you are still having issues logging in, please use the Forgot Password? link on our Sign In page (tap Sign In)

• Please check your spam/junk mailbox
• Occasionally, the password reset email may take an hour or more to arrive

• Please sign in with your username and password
• Go to Account Settings to re-enroll in your biometrics option of choice

If you have recently completed an appointment with a Sentara provider, you may have received an instant activation email or text message. This instant activation email or text message allows you to quickly and easily sign up for a Sentara MyChart account by clicking the link in the email or text message.

Request an Activation Code

If you did not receive an instant activation code, please follow the steps below to sign up.

Step 1: Request an Activation Code

• If you have recently completed an appointment with a Sentara provider, you may have received an activation code from your provider; or it may be printed on the last page of your recent visit summary or discharge instructions.
• You may also request an activation code here.
• You will be asked to fill in your personal information, including your address, date of birth and email address.
• When you're done, check your email for your activation code.

Step 2: Use Your Activation Code to Complete Sign Up

• Follow the prompts from the email you received.
• Read the terms & conditions, click the check box to agree to the terms, and then click "Next Step."
• Your 15-digit activation code should be pre-populated, and you will be asked to re-enter your personal information.
• Next, create your username and password.
• Finally, you'll select three security questions to answer in case you forget your password.
• You will receive an email when your account set up is complete.

Please download the Sentara app, which will allow you to access your information anywhere. From your mobile device: text APP to 26320 for a link to download; or click here to download on the App Store (Apple devices) or click here to download on Google Play (Android devices).

You will use the same Sentara or Sentara MyChart username and password to log in.

From within Sentara MyChart:

• Once logged in to your account, select the "Profile" icon at the top right.
• Select "Personal Information."
• Under "Contact Information," reenter your email address.
• Select "Save Changes."

Never share your password.

Carefully review any emails, especially if they are requesting you click a link. Criminals will often impersonate companies and services, but the sender email address and weblink will look unusual or even misspelled.

Any official communication sent to you will also be available within your online account. You never have to click a link or open an attachment emailed to you.

Criminals often know more than we think, they can impersonate Sentara by carefully crafting a message or even calling you. If you have any suspicions use the contact information available in your MyChart.

Criminals can make caller ID appear as Sentara. You can always request the phone number & extension of the speaker, but then use a valid Sentara phone number or secure messaging within your MyChart to confirm the information you received.

All websites that include https://www.sentara.com are secure (encrypted) and this is displayed when you look at the beginning of the url address. It will start "https://"

When using Sentara websites many of our links within our site will connect you directly to another Sentara website so that users can continue without leaving our secure site.

Your username must:

• be between 5 and 20 characters
• begin with a letter
• include only letters, numbers, and underscore
• cannot include spaces or special characters
• is not case sensitive.

Once selected, your username cannot be changed.

Your password must:

• be at least eight characters
• contain one uppercase letter
• contain one lowercase letter
• contain one number or symbol
• be different from your Sentara or Sentara MyChart username / ID.

Please keep in mind that only you will know your username and password.

• Your Sentara or Sentara MyChart username is a permanent ID and cannot be changed.
• Click here to retrieve your username. You will be asked to enter your email address, the last 4 digits of your social security number, and your date of birth.
• The information you provide must match the information that is on file.
• You will receive an email containing your username.
• If you do not receive an email, please request assistance.

• Click here to reset your password. You can also visit Sentara.com and click "Forgot password?" in the login box. You will be prompted to enter your Sentara or Sentara MyChart username.
• You will receive an email with a link to reset your password. An email is sent to the address that we have on file for your account.

If you do not receive an email, you may request assistance here.

• Then, select a new password. Please remember to use the password rules when creating a new one

• You must Submit a request for assistance to have your password reset.

In order to change your password, you can either:

1. Log into MyChart and click the "Change Password Link" menu option
2. Use "Forgot password?" to reset the password

In order to change your security questions, you will need to:

1. Log into MyChart and click the "Update Security Questions" menu option

If you have issues with either of these actions, please contact us at 1-800-736-8272, Monday – Friday from 8 a.m. – 5 p.m., or you may request assistance.

• You may have opted to autosave these fields on your computer or mobile device. To change this, view our web browser & device support.

• To change this, you must first identify what browser you are using, since the directions vary by browser
• To delete your saved login and password, view our web browser & device support
• To protect your privacy and security, we recommend that you never save your login information

In Sentara MyChart, click on the Menu, scroll to My Record and select Visits. More about Visit Notes

In Sentara MyChart you'll see a "Request My Medical Records" option in the menu. 

Please refer to the COVID-19 section within your Sentara MyChart account. This is accessible from the menu under My Record. Learn more and get answers to common questions.

• You can view most lab and radiology test results 1 business day after the final test results become available and 48 hours after discharge if a patient was admitted. Starting Oct. 1, 2020 you are now able to see most clinical test results as soon as they are completed. Learn more about this change.
• If you have a test done at a non-Sentara facility, that test may be listed, but it is doubtful that you will be able to view it. Scanned documents from non-Sentara facilities are not viewable in your Sentara account at this time.
• If you need a copy of a test result that does not appear for 2-3 business days after the test results are released, please message your provider's office and request that they release your specific test result to your Sentara MyChart account.
• Note: It often takes up to 7 days to finalize a test result, especially if it is a report. Some lab tests take longer to process.

• Please check to make sure you entered your activation code correctly.
• If so, you make sure that the social security number and date of birth on file in your Sentara medical record are accurate. To confirm, please contact your Sentara provider’s office or any one of our hospital outpatient registration departments.
• If you have checked both items above and still encounter an error with your activation, please contact us for further assistance.

• Submit a request for assistance and select "Forgot login ID or password" as the reason for your request.
• Once your password has been reset, make sure to sign in to Sentara MyChart and update your email address (located in the Personal Information menu option).

You may have changed the email address you use and not updated the email address we have on file. To update your email address on file with Sentara:

From within Sentara MyChart:

• Log in to your account.
• Once logged in, select the "Profile" icon at the top right.
• Select "Personal Information."
• Under "Contact Information," confirm your email address.
• If it is not correct, you can update it here, then select "Save Changes."

If the information is correct, check your email "Junk" folder to ensure that Sentara emails are not being sent there instead.

Additionally, you may need to update your Communication Preferences from within MyChart. Navigate to Communication Preferences from within MyChart to view and/or change your communication preferences.