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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?
Your Medical Record
When can I see my test results in 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)?
MyChart Billing
What is the PatientWallet?
I received a statement. How do I pay my bill through MyChart? What are my payment options?
Where can I view my statement?
My statement talks about a guarantor. What is that?
How do I make a payment plan?
What happens when I make a copayment through MyChart?
Can I send a message through MyChart to billing customer service?
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.
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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 RenownMyChartSupport@pdsit.net, or you can call our MyChart Patient Support Lines at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley: 1-775-782-1544

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When can I see my test results in MyChart?

Your test results are released to your MyChart account as soon as they are available - at times, this may mean you are viewing them before your provider. Please consult your provider with any questions or concerns.

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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 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 RenownMyChartSupport@pdsit.net and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you.

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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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What is the PatientWallet?

The PatientWallet is directly integrated with MyChart and is the location where you can view statements, make payments, and self-enroll in automatic short-term and long-term payment plans.

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I received a statement. How do I pay my bill through MyChart? What are my payment options?

Under “Menu” click on “Pay My Bill (Renown).” This will take you to Renown’s PatientWallet where you can select the account and make a payment in full. Please allow up to 24 hours for your payment to be reflected on your account. If you cannot pay your balance in full, you may be able to set-up a payment plan. This lets you automatically pay a specific amount each month. If you are unable to pay any part of your bill, you might be eligible for financial assistance. Please send a MyChart message or contact us at 775-982-4130. Our knowledgeable and helpful staff will be glad to assist you.

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Where can I view and access my statement/bill?

You can view your statement by clicking on “Menu,” then “Pay My Bill (Renown)” and “View Bill” in Renown’s PatientWallet.

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My statement talks about a guarantor. What is that?

The guarantor is the person who ultimately accepts financial responsibility to pay the patient’s bill. In most cases, it is the adult patient receiving the service, except in cases where an individual is incapacitated. If the patient is a child, the responsible party may be the child’s parent or legal guardian. The term guarantor can also be referred to as the responsible party.

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How do I make a payment plan?

Under “Menu” click on “Pay My Bill (Renown).” This will take you to Renown’s PatientWallet where you can select the account and “Make a Payment.” Once selected, click on “Review Other Payment Options.” If you are already on a payment plan that you created over the phone with one of our agents, please contact us at 775-982-4130.

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How do I make a copayment, and what happens when I make a copayment through Mychart?

A copayment is a pre-payment for a healthcare visit. You may have an option to pay your copayment for an outpatient visit through MyChart using “e-Check-in.” Not all visits will generate a copayment through MyChart. If your visit is eligible for pre-payment, this option will be available 3 days before your appointment and up until the time of your scheduled appointment. Please note a copayment or coinsurance might still be due at the time of service. If you make a copayment through MyChart, your card is authorized for payment. Your card will be charged only when you check-in for your appointment. You will also have the option to select a different payment method at the time of check-in. If you change your payment method, your copayment through MyChart will be removed and you will not be charged twice.

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Can I send a message through MyChart to billing customer service?

Yes you can send a message through MyChart. This is located under “Messages” followed by “Ask Customer Service”. To ask a question about your bill, select “Bill/Statement”. You can also click on “Contact Customer Service” under any of our MyChart billing-related pages. When sending a message, you will be communicating directly with one of our Renown customer service representatives.

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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 Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari).

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, email us at RenownMyChartSupport@pdsit.net or you can call our MyChart Patient Support Lines at:
Renown Health: 1-775-982-2781
Barton Health: 1-530-543-5959
Carson Valley: 1-775-782-1544

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