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Frequently Asked Questions about MyChart®

Important: If you believe you are experiencing an urgent or life-threatening injury or medical problem, please call your physician, and/or go to the emergency room of a local hospital and/or dial 911. If your question needs a same-day response, please call your clinic.

General Questions

Browsers and Technical Questions

Activation and Logging In

Inactivating MyChart

MyChart Support Options

Virtual Visits

MyChart E-Visits


1. Who can use MyChart?

MyChart is available to patients throughout the Froedtert & the Medical College of Wisconsin health network. MyChart is unavailable at clinics where the electronic medical record is not in use. For specific questions on MyChart availability, please contact the clinic where you receive care.

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2. For which medical situations should I use MyChart?

Use MyChart for non-urgent medical situations such as prescription renewals, requesting non-urgent appointments and obtaining non-urgent medical advice.

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3. Can I view a family member’s (my child, spouse, parent) medical information in MyChart?

You may request access to a family member's information at the clinic. Detailed requirements for family or "proxy" access and the request forms are available on the Enrollment & Family Access Information page.

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4. Who do I contact if I have a question regarding the use of MyChart?

The MyChart Technical Support Team at Froedtert & the Medical College of Wisconsin can be reached during normal business hours, Monday - Friday.

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5. What if I don’t have an e-mail account?

You will not be able to access MyChart without a valid e-mail account. We suggest you sign up for one before you proceed.

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6. Is my personal health information secure?

Yes, Froedtert & the Medical College of Wisconsin take many precautions and are committed to keeping your personal health information secure. For more information, please see Froedtert & the Medical College of Wisconsin Website Privacy Policy and the MyChart Terms and Conditions.

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7. Why doesn't the MyChart Web site look good on my screen?

Try changing the resolution of your monitor display to 1024 x 768 pixels. Other factors that could influence the display include your choice of browser and color setings.

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8. What are the computer system requirements for MyChart?

  • You need access to a computer connected to the Internet.
  • You must use Internet Explorer version 9.0 and above, Firefox latest version, Safari 6 and above, Google Chrome 38.x and above. (For best results, use the latest browser version available to you. The browser must support 128-bit encryption. )
  • If you use Content Advisor within Internet Explorer, you will need to disable it when you are using MyChart. MyChart is not compatible with Content Advisor on Internet Explorer at this time.
  • You need an e-mail account.
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9. Why doesn't my activation code work?

For your security, your activation code automatically expires after 60 days. To obtain a new activation code, please complete the online enrollment by clicking Sign Up Now.

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10. When I try to activate my account, I cannot get past the Terms and Conditions screen and am sent back to the login page. What is going on?

You must accept the Terms and Conditions in order to complete the activation and access your MyChart account. If you have selected to decline the Terms and Conditions accidentally, click the Activate Your Account button the home page to begin the process again.

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11. When I try to login to MyChart, I get a message telling me “login unsuccessful.” What should I do?

Make sure you do not enter extra spaces in either the MyChart user ID or password fields. Make sure your Caps Lock key is not on when typing your password. (The password field is case sensitive.)

MyChart may also be unavailable due to planned maintenance on the site. Maintenance is generally performed during early morning hours.

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12. I forgot my MyChart user ID; how do I find out what it is?

If you cannot remember your MyChart User ID, click on Forgot MyChart ID under the login box on the home page click here. If this does not work, contact the MyChart Technical Support Team describing your problem along with your name, address, telephone number and date of birth.

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13. I forgot my MyChart password; how do I find out what it is?

If you cannot remember your MyChart password, click here to reset your password. If this does not work, contact the MyChart Technical Support Team describing your problem along with your name, address, telephone number and date of birth.

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14. How do I change my MyChart password?

Log into MyChart. From the Settings menu, click on "Security Settings." Follow the directions to change your password.

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15. Will my MyChart password expire?

Your password will not expire. However, if you reset your password for any reason, you will be required to choose a new password. You cannot reuse a MyChart password.

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16. How do I inactivate my MyChart account?

Complete the MyChart Inactivation Form on the MyChart Web site and follow the instructions to submit it.

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17. How do I contact the MyChart technical support team?

For MyChart Technical Support Team, you may either send us an email or call our technical support line during normal business hours.

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18. How do I find more information about virtual visits?

To find out more about virtual visits, or for general troubleshooting prior to your visit, click here.

For additional questions or technical support, visit the Digital Services Help Center.

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19. What is a MyChart E-Visit?

If you need to be tested for COVID-19, a free E-Visit is a quick and convenient way to connect with the care you need. During an E-visit, you will answer a series of questions in MyChart about the symptoms you are currently experiencing. Our providers will review your answers, along with your medical history, and send you a message with the recommended next steps for your care, possibly saving you the time and expense of a virtual or in-person provider visit.

E-Visits should only be used for non-urgent care. If you have an urgent condition that needs medical attention, please call your provider’s office or the nearest urgent care. If you are experiencing a life-threatening emergency, call 911 immediately.

When should I use an E-Visit?

Currently, E-Visits can only be used to determine if you need to be tested for COVID-19. You should consider an E-Visit if you have been exposed to someone with COVID-19 or if you are experiencing COVID-19 symptoms.

Who can use an E-Visit?

Anyone in the state of Wisconsin. You just need a Froedtert & MCW MyChart account in order to complete your E-Visit. (If you do not already have a MyChart account, click here to create one). You do not need to be a Froedtert & MCW patient.

For safety and privacy purposes, do not submit an E-Visit for someone else using your MyChart account. Parents, guardians and other caregivers can be granted access (known as proxy access) to another person's MyChart account. To request proxy access for a minor under the age of 12, login to MyChart using your web browser. In the top toolbar click on menu, scroll to Account Settings and select Personalization. To request proxy access for minor between the ages of 12-17, please contact the patient’s primary care provider.

When are E-Visits available? When will I receive a response to my E-Visit?

You can submit an E-Visit 24 hours a day, seven days a week.

You can expect to get a response within two hours during the E-Visits hours of operation, 7 a.m. to 5 p.m. daily. E-Visits submitted after 4:40 p.m. will be responded to by 10 a.m. the next morning.

Who will provide the service?

Your E-visit responses and medical history will be reviewed by a Froedtert & MCW provider. After reviewing them, the provider will send you a message via MyChart with the recommended next steps for your care.

What is the cost of an E-Visit? Can I use my insurance?

There is no cost to review your COVID-19 symptoms with an E-Visit.

E-Visits do not include the cost of other services such as lab tests. If a COVID-19 test is recommended, we will bill your insurance carrier for the cost of the test. We will not bill uninsured patients for COVID-19 diagnostic lab tests.

How long does an E-Visit take?

Once you are logged in, please allow 10-15 minutes to complete your E-Visit. You can cancel your E-Visit at any time before submitting it, but you will not be able to save your progress and finish later.

How do I complete an E-Visit?

  • •Log into your MyChart account via the Froedtert & MCW mobile app or your web browser. (If you do not already have a Froedtert & MCW MyChart account, click here to create one).
  • •From the MyChart home screen, navigate to Messages to find E-Visits for COVID-19 testing.
  • •Complete the online questionnaire. You may be asked for insurance details or medication lists. Please be prepared to fill in this information as you cannot save your progress and finish later.
  • •Submit your E-Visit for review.

A Froedtert & MCW provider will review your answers and send you a message via MyChart with the recommended next steps for your care. If COVID-19 testing is recommended, you will receive a notification to schedule your COVID-19 test from your MyChart account. Follow the prompts to select your preferred location, date, and time.

How will I receive a response to my E-Visit?

Typically, you will receive a message via MyChart. In some instances, the provider may want to speak with you directly and will contact you by phone.

Will my primary care provider receive my visit record?

If you have a Froedtert & MCW primary care provider, a record of your E-Visit will be sent to inform them of your visit and results. The E-Visit will also be included in your medical record, for other providers to access as part of your current and future care.

What if I need to be seen in person?

Based on the answers you submit, the provider may recommend that you schedule an in-person or virtual visit to further evaluate your condition. In these instances, you will be contacted via MyChart or by phone. If an in-person visit is needed, rest assured that we have many extra measures in place to keep you safe. Learn more at

Can medications be prescribed or refilled using E-Visits?

Currently, E-Visits can only be used to determine if you need to be tested for COVID-19. It is not intended to deliver treatment nor should it be used for prescription refills. If you need a prescription refill, we recommend you contact your regular provider.

Can I use an E-Visit instead of going to my primary care provider?

In some instances, E-Visits can save you a trip to your provider’s office. E-Visits should not replace a relationship with a primary care provider. If you don't have a primary care provider, we can help you find one.

What should I do if my symptom(s) get worse?

If you are experiencing worsening symptoms or you feel you should be evaluated in person, please call your primary care provider or the nearest urgent care. If you are experiencing a life-threatening emergency, call 911 immediately.

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