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MyChart ® Epic Systems Corporation

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Technical Assistance

Call MyChart support at
512-ARC-HELP (512-272-4357)
8am-5pm, Monday-Friday

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?
Your Medical Record
What can I expect to see as a new ARC MyChart User?
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:

  • View your normal test results & current Rx.
  • Message your doctor.
  • Make urgent appointments.
  • View & Cancel appointments.
  • Request Rx renewals.
  • Review your personal health summary.
  • View & Print immunization records.
  • Update your contact information.
  • Manage your loved ones' health care.
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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 must fill out a MyChart Registration Form and will be issued a MyChart activation code when they submit the form at their visit or to the MyChart Support Team. 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 patientsupport@austinregionalclinic.com, or you can call 512-ARC-HELP (512-272-4357).

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What can I expect to see as a new ARC MyChart User?

Here is what you can expect to see from our Electronic Medical Record (EMR) system under "My Medical Record" in your ARC MyChart:

EMR Information Only: Information from the time you had your first appointment using our new EMR system.

  • Test Results.
  • Immunizations-Current and past immunizations at Austin Regional Clinic.
  • Medications.
  • Allergies.
  • Preventative Care.

EMR & Past Information

  • Current Health Issues-Current EMR information and past chronic or serious health conditions.
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When can I see my test results in MyChart?

All non-sensitive normal test results are available to view on ARC MyChart within 1-3 business days of your doctor's office receiving the results. If you are an active ARC MyChart patient, your provider will communicate your non-sensitive normal lab results only through your MyChart record.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart. Our providers will continue to communicate all abnormal lab results and results for sensitive lab tests over the phone.

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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 into their personal MyChart account, and then connect to information regarding their family member. Download, fill out, and print a Proxy Consent Form and follow instruction on how to request access to this convenient service.

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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?

It is best to click on the [Forgot password?] link on the MyChart login page. You may also contact our MyChart Technical Support at 512-ARC-HELP (512-272-4357).

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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 patientsupport@austinregionalclinic.com, or you can call 512-ARC-HELP (512-272-4357). After we verify your information, a new code will be sent via e-mail.

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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 [My Account] section and select [Administrative Info]. From that screen you can click the [Change Demographics] link or [Change E-mail Address] link to update your personal information.

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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. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. 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?

Your privacy is of the utmost importance to us. Austin Regional Clinic will use your confidential medical information in order to provide you health care services. Austin Regional Clinic will, at all times, maintain your confidential medical information in strict confidence and will not disclose any information regarding you to any unaffiliated third party unless you authorize that person to receive your information or the information is permitted to be disclosed by law. Please review Austin Regional Clinic Notice of Privacy Practices for a thorough description of how we gather, use and protect your confidential medical information. All messages sent and received within MyChart that contain medical information are subject to all state and federal laws governing the security and confidentiality of medical records.

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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.

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 Internet Explorer).

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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 patientsupport@austinregionalclinic.com, or you can call 512-ARC-HELP (512-272-4357).

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