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MyChart ® Epic Systems Corporation

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myPennMedicine Support Contact us at
866.614.7606

Frequently Asked Questions

General Questions
What is myPennMedicine?
Who is eligible for myPennMedicine?
Is myPennMedicine secure?
What is your privacy policy?
Is there a fee to use myPennMedicine?
Can I email my physician through myPennMedicine?
How do I communicate my medical concerns?
Who sees my request for prescription renewal?
How long does it take if I request a prescription renewal through myPennMedicine?
Why do some of my medications say "Provider Outside" where the doctor's name should be?
Why is the "Request a Renewal" link missing for some of my medications?
What if I need help?
Sign Up for myPennMedicine
Who can sign up for myPennMedicine?
What is an access code?
My Access Code doesn't work!
Is my access code my username?
My Password
How do I choose my personal myPennMedicine username and password?
How does the password reset question and answer work?
What if I forget my password?
What if I forget my myPennMedicine username?
Can I create my own password and change it when I want?
My Personal Information
If some of my health information on myPennMedicine is not correct, what should I do?
How can I update my telephone number in myPennMedicine?
How can I update my address in myPennMedicine?
How can I update my email address in myPennMedicine?
Minimum Computer Requirements
Minimally, to access myPennMedicine, you will need:
Suggested screen resolution?
Why do I need an internet email address to use myPennMedicine?
I don't have an email address, how do I get one?

What is myPennMedicine?

myPennMedicine offers patients personalized and secure on-line access to portions of their medical record. It enables you to securely use the Internet to help manage and receive information about your health.

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Who is eligible for myPennMedicine?

myPennMedicine is presently available to current Penn Medicine patients.

There are two ways to sign up

  • Sign up now by requesting an access code online
  • Request an access code the next time you visit your doctor's office.
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Is myPennMedicine secure?

Yes. myPennMedicine is a secure Internet site that provides encrypted communication in full compliance with State and Federal requirements. Access is granted only to users that have registered with their health care clinic. Access to your health information in myPennMedicine is secured by your personalized ID and password, known only to you. Unlike conventional e-mail, all myPennMedicine messaging is done while you are securely logged on to our website. To prohibit unauthorized access, all medical information is stored safely behind our firewall in our electronic medical record system.

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What is your privacy policy?

UPHS has in place detailed policies and procedures regarding access to all medical records by our staff and employees and has carefully outlined the circumstances under which your medical information may be released to parties outside the organization. These policies conform to state and federal law and are designed to safeguard 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 myPennMedicine.

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Is there a fee to use myPennMedicine?

myPennMedicine is a free service offered to our Patients.

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Can I email my physician through myPennMedicine?

myPennMedicine is not an email system and we do not recommend sending any confidential information through standard Internet email due to security concerns. You will be asked to provide an email address so that you can receive email notification to log on to myPennMedicine whenever new information has been made available.

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How do I communicate my medical concerns?

myPennMedicine is not used to communicate medical concerns to your Doctor. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

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Who sees my request for prescription renewal?

Many people on your health care team are involved with these types of requests. Please do not include personal health information intended for your doctor. A prescription renewal is not a method by which to communicate electronically with your physician on health related matters.

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How long does it take if I request a prescription renewal through myPennMedicine?

Every attempt is made to process prescriptions renewals within 3 business days of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received and processed within 3 business days of the next business day.

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Why do some of my medications say "Provider Outside" where the doctor's name should be?

Your Physician will document all medications in your electronic medical record. If your Physician did not originally prescribe the medication you wish to renew but documented them in your record, you will see "Provider Outside" in the provider information listed on the medication page. Medications in this category cannot be renewed through myPennMedicine.

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Why is the "Request a Renewal" link missing for some of my medications?

Medications that have been prescribed by a UPHS authorizing physician who is not up on either EpicCare or myPennMedicine cannot be renewed through myPennMedicine. The "Request a Renewal" link will not show up in this case.

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What if I need help?

Technical support is available 24 hours a day, 7 days a week by calling 866-614-7606. In addition, you maycontact technical support through your myPennMedicineaccount by clicking on "Ask Customer Service" in theMessages/Request Center.

Please note we can only answer technical support questions about myPennMedicine. For questions about your health care, please contact your doctor's office.

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Who can sign up for myPennMedicine?

myPennMedicine is available to all current Penn Medicine patients.

There are two ways to sign up

  • Sign up now by requesting an access code online
  • Request an access code the next time you visit your doctor's office.
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What is an access code?

Your access code is the unique identifier you will use, along with your Social Security number and date of birth, to log into myPennMedicine for the first time. The first time you log in you will click on the New User link and follow the instructions to enter your access code. THESE CODES REQUIRE CORRECT USE OF UPPER AND LOWER CASE LETTERS, SO PLEASE ENTER THEM ACCURATELY. The access code will expire 90 days after it is generated.

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My Access Code doesn't work!

For your security, your access code expires after 90 days and is no longer valid after the first time you use it. If you allow your activation code to expire, call 866.614.7606.

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Is my Access Code my username?

No, your access code is not your myPennMedicine username or password. You use the access code only once to log into myPennMedicine the first time. The code expires after it is used or 90 days after it is generated. When you log into myPennMedicine the first time, you will be asked to create your own unique myPennMedicine username and Password.

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How do I choose my personal myPennMedicine username and password?

During your first log in to myPennMedicine, you will be prompted to create a login Username and Password. This is the username you will use every time you login into myPennMedicine. Once selected, your myPennMedicine username cannot be changed. Choose a username and password that is unique to you and easy for you to remember. Avoid using a username or Password that is easy for others to guess such as your first or last name.

  • Your username must be between 6 and 18 characters long. Only letters or numbers are allowed and it cannot contain any spaces.
  • Your password must be a minimum of 8 characters long and must include at least one number and one letter.
  • Remember to also enter an email address so that myPennMedicine can notify you when you have new information.
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How does the password reset question and answer work?

The password reset question and answer set will allow you to reset your password if you forget it, or allow you to change your password at any time you wish. When you login the first time and setup your personal myPennMedicine username and password, you can also specify a password reset question and matching answer. Common password reset questions are: "Where were you born?", "What is the name of your first pet?". Once you select your password reset question you will enter the correct answer to the question. In the future, if you have forgotten your password or simply wish to change it, you can click on the Forgot Password? link on the login page. The system will ask you the password reset question. If you correctly answer this question, you will be allowed to reset your password.(Please keep in mind that your password reset answer cannot be the same as your myPennMedicine password.)

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What if I forget my password?

You can set up a new password by completing the "Forgot Password?" form. Follow the instructions, correctly answer your password reset question and you will be allowed to reset your password.

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What if I forget my myPennMedicine username?

Please fill out the "Login Recovery" form to have your myPennMedicine username sent to your e-mail account.

If you do not remember any of this information, or you do not have a valid e-mail address on file, you will have to contact your myPennMedicine system administrator to help you regain access to your myPennMedicine account. You can contact your myPennMedicine system administrator at 866.614.7606.

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Can I create my own password and change it when I want?

Yes, your password can be changed online at any time by choosing "Change Password" under My Profile. Please keep your password confidential and do not share it with anyone. If you believe that someone has found out your password, please change it.

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

Your myPennMedicine 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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How can I update my telephone number in myPennMedicine?

Click on My Profile and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and your myPennMedicine will be updated.

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How can I update my address in myPennMedicine?

Click on My Profile and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and your myPennMedicine will be updated.

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How can I update my email address in myPennMedicine?

Click on My Profile and select the "Change E-mail Address" link. Enter your new email address and then click the "Submit Changes" button. This will instantly update your info in myPennMedicine and your electronic medical record. .

What do I need to use myPennMedicine?

A personal computer running a Windows (Windows 98 or higher works best)

Minimally, to access myPennMedicine, you will need:

  1. Operating System
  2. An Internet connection with web browser
  3. An Internet Service Provider (ISP) and personal email address
  4. Minimum of 128 MB of memory
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Suggested screen resolution

myPennMedicine screens are best viewed with your screen resolution setting at 800x600 pixels, or higher. If your screen resolution is less, you will see larger scroll-bars at the right side and bottom of the screen.

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Why do I need an internet email address to use myPennMedicine?

When new information is sent out to your myPennMedicine account you will also get an internet email to let you know that new information is available.

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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library for more information.

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