Frequently Asked Questions (FAQs)

Still need help? Call the MyHealth Help Desk at 1-866-367-0758.

General
What is MyHealth?
What does MyHealth offer?
Is there a charge for MyHealth?
Can I print information from 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?
How can I find out more about MyHealth?
How can I update my email address or any other personal information?
Using MyHealth on your iOS devices
Why isn’t my device recognizing that I have eArrived to my appointment?
How do I turn on Touch ID in MyHealth? (iPhone 5s and above)
Using MyHealth on your Android devices
Why isn’t my device recognizing that I have eArrived to my appointment?
Account Activation
How do I activate my account in MyHealth?

Text Activation: Call the Enterprise Contact Center at 650-498-9000 to get an activation text sent to your smartphone. The link in the text will allow you to set up your new account.

Access Code Entry: You will need to provide the following information on MyHealth:

  • A 15-digit activation code can be found in your MyHealth Activation Letter given to you by clinic staff during your visit, it can also be found 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 identifies your MyHealth account. 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 check-out of your clinic visit.

Credit Verification: Select "Create a 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 verify your credit to create an account. This process is secure and your credit card information will not be saved.

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

If you are having problems activating your account, please call the MyHealth Service Desk at 1-866-367-0758. You may also send a message the MyHealth Service Desk by clicking on the "MyHealth Help Desk" link in the footer of the MyHealth home page. You will then be able to complete and submit a Help Desk form.

Creating a New Account
Who can create a new MyHealth account?
How do I create a new MyHealth account?
Signing Into Your Account
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?
Billing
How can I speak to someone about my bill?

Billing office contact information:
Stanford Physician and Hospital Billing & University Healthcare Alliance
Phone: 1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday – Friday, 8 a.m. – 5 p.m.

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

Billing office contact information:
Stanford Physician and Hospital Billing & University Healthcare Alliance
Phone: 1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday – Friday, 8 a.m. – 5 p.m.

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

Billing office contact information:
Stanford Physician and Hospital Billing & University Healthcare Alliance
Phone: 1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday – Friday, 8 a.m. – 5 p.m.

Who can I contact if I have questions about balances referred to a Collection Agency?

Billing office contact information:
Stanford Physician and Hospital Billing & University Healthcare Alliance
Phone: 1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday – Friday, 8 a.m. – 5 p.m.

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?

Billing office contact information:
Stanford Physician and Hospital Billing & University Healthcare Alliance
Phone: 1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday – Friday, 8 a.m. – 5 p.m.

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

Billing office contact information:
Stanford Physician and Hospital Billing & University Healthcare Alliance
Phone: 1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday – Friday, 8 a.m. – 5 p.m.

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?
Do my MyHealth messages become part of my medical record?
Who can view my messages?
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!

What types of attachments can I include with my messages?
What types of messages can I send my care team?
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 and Phone Visits
What are video visits?

Video visits are not appropriate for emergency situations. If you are experiencing a medical emergency, call 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 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?
What is eArrival?
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 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?
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 will I be 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?