Frequently Asked Questions (FAQ)

If you still can’t find the answer to your question, please call the MyHealth Help Desk at 1-866-367-0758 (24/7).

General
What is MyHealth?
What does MyHealth offer?
Is there a charge for MyHealth?
Can I use MyHealth to view health information for my child or another adult for whom I am responsible?
Who else can access my MyHealth information?
Can I print information from MyHealth?
How can I find out more about MyHealth?
How can I update my email address or any other personal information?
Mobile

iOS

Where can I download the iOS mobile app?
What is eArrival?
How do I know if I have successfully eArrived?
Why isn’t my device recognizing that I have eArrived to my appointment?
How do I turn on Face ID in MyHealth? (iPhone X and above)
How do I turn on Touch ID in MyHealth? (iPhone 5s and above)

Android

Where can I download the Android mobile app?
How do I turn on fingerprint unlock in MyHealth? (Android 6 aka Marshmallow and above)
What is eArrival?
How do I know if I have successfully eArrived?
Why isn’t my Android device recognizing that I have eArrived to my appointment?
Account
Who can create a new MyHealth account?
How do I create a new MyHealth account?

Text Activation: Call 1-866-367-0758 or, when visiting a clinic, ask a staff member to send a text message to your smartphone with the activation link that sets up your new account.

Access Code Entry: If you have received a 15-digit activation code for MyHealth, then go the Activate MyHealth Account webpage and provide:

  • The 15-digit activation code found in: your MyHealth Activation Letter given to you by staff during your visit; or in your After Visit Summary report given to you during check-out of your clinic visit; or in your Billing Statement.
  • Date of Birth
  • Your Stanford Health Care Medical Record Number (MRN). Your MRN can be found in your MyHealth Activation Letter given to you by clinic staff during your visit with Stanford Health Care or at the top of your After Visit Summary report given to you during checkout of your clinic visit.

Credit Verification: Select "Create New Account" on the MyHealth website or in the MyHealth App's menu. When asked if you have an access code, select No. You will then be asked to use your credit to verify your identity and create an account. This process is secure, and your credit card will not be charged, and the card information will not be saved. We use credit card only for your identity verification.

What if I am having trouble with the MyHealth activation process?

For problems activating your account, please message the MyHealth Help Desk or you may call the Help Desk at 1-866-367-0758.

What if I am having trouble signing in to my account in MyHealth?
I try to log in, but I receive a message saying my account was deactivated. What should I do?

Accounts are automatically deactivated if a MyHealth username or password is incorrectly inputted 5 times during login. If you receive this message, please reset your password online to re-activate your account. Or you may message the MyHealth Help Desk or phone them at 1-866-367-0758.

How can I update my email address or other personal information?
Billing
How can I speak to someone about my bill?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Why can't I see my child's billing information in MyHealth?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

What is the difference between a statement from Stanford Health Care and a statement from Stanford Physician Billing?
What are my financial responsibilities as a patient?
My insurance has changed – how can I update this information?
How will my insurance company get billed?
How often will I receive a statement?
When and why was I signed up for paperless billing?
Can I go back to receiving paper statements?
Can I sign up for paperless billing again?
Why don't I see the option to cancel paperless billing?
What should I do if I'm having technical difficulties or if I'm seeing an error message while viewing or paying my bill online?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

How will I know how much I owe?
What is the refund policy?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Why did my insurance deny the claim?
Can I pay my bill with a flex spending card?
Will my credit card information be stored?
When is my payment due?
What should I do if I can't pay my bill?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Who can I contact if I have questions about balances referred to a collection agency?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Can I pay for my spouse's bills in MyHealth?
What kinds of credit cards are accepted?
What should I do if I'm having issues viewing my bill online?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

What should I do if I'm having issues paying my bill online?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Test Results
Why can't I see certain test results in MyHealth?
What if I have questions about my test results in MyHealth?
Messaging
Can I contact my clinic through MyHealth?
Why can't I send messages to all my Stanford Health Care doctors?
When I send a message, where does it go?
When can I expect a reply to the messages that I send to my clinic?

If this is a medical emergency, please call 911 immediately!

Can I see the notes that my doctor writes during my appointment?
Notes by your Care Team
What are Notes by your Care Team?
Can I share my note with others?
Technical
Is MyHealth a secure internet site?
What are the computer and internet browser requirements for MyHealth?
Video Visits
What are video visits?

Video visits are not appropriate for emergency situations. If you are experiencing a medical emergency, call 911 right away.

How much will I pay for my video visit?
How do I schedule a video visit?

You can schedule a video visit by:

  • Making an appointment through Stanford Health Care's MyHealth website or the MyHealth mobile app. Once logged in, select "Appointments" > "Make Appointment", and follow the instructions to complete scheduling.
  • Calling your clinic.
  • Call 650-498-3333 and we can connect you to the appropriate clinic to continue with scheduling.
  • Ask Stanford Health Care clinic staff during your next visit.
What devices can I use for a video visit?
Can I do a video visit from my tablet?
If I do a video visit from my iPhone or Android phone, what do I need?
If I do a video visit from my Windows laptop or desktop computer, what do I need?
What do I need to do before a video visit?
What do I do if I'm having technical problems before my visit?

If you are having difficulties launching your video or experiencing any other technical problems, please call our Help Desk at 1-866-367-0758. To ensure the best video visit experience possible, we recommend that you test your hardware two days before the appointment so that any potential issues can be worked out ahead of time. If the technical issue persists at or during the scheduled appointment time, your care team member will call you to continue the appointment as a phone call.

What is the Test Video/Test Hardware button?
How do I know when to connect?
What happens if I have technical issues during my video visit?
Where can I connect from?
Where can I find my visit summary after my visit?
How do I cancel my video visit?
eCheck-In
What is eCheck-in?
Is MyHealth eCheck-in available for iPhones and Android phones?
Do I still need to check in with the front desk after completing eCheck-in?
What can I do with eCheck-in?
How do I know if an appointment is available for eCheck-in or eArrival?
What do I need to do to e-Arrive for an appointment?
How will I know if I can begin eCheck-in for an appointment?
How do I complete eCheck-in?
Can I still use eCheck-in if I am late for an appointment?
Can I use eCheck-in on behalf of a patient if I have Shared Access (proxy) access to their account?
Tracking and Sharing Health Data
What kind of health data can I track and share with my doctor using MyHealth?
What do I need to do to start tracking and sharing health data?
Which devices can I use?
How do I link my accounts and share health data with MyHealth?
What if I do not have a device that syncs with Apple Health or Withings/Nokia Health?
Where does my shared health data go?
Sharing Health Data with Other Apps using FHIR
I downloaded an app that allows me to import data from Stanford Health Care. How is this done? Should I grant access and enter my MyHealth username and password?
I’ve downloaded an app that can access my Stanford Health Care data, but am having trouble. How can I get help?
I allowed an app to access my Stanford Health Care data, but now want to remove my data from the app and prevent it from accessing my data in the future. How can I do that?
I’m an app developer who would like to use the FHIR APIs for my app or am having difficulty accessing Stanford Health Care data via the FHIR APIs.
Wait List
What is the Wait List?
How can I be added to the Wait List?
How am I notified about an earlier appointment if I’m on the Wait List?
I received a notice about an earlier appointment, but I don’t see it in MyHealth. What happened?
How can I stop receiving notifications about earlier appointments?
Medical Records
How can I get a copy of my medical record or radiology images?