Technical Questions

If you’re having trouble logging in to MyChart, this article provides clear steps to recover your username or reset your password. Following these instructions will help you regain access to your account and continue managing your health information, appointments, test results, and messages with your care team.

This is a simple reference for MyChart users to help them receive notifications from their healthcare provider.  To learn more about all notifications, visit Notification Sources

NOTE:  This information is subject to change at the discretion of the email service provider. We are not responsible for the accuracy of the information as it may change over time.

GMail – Google

• Website: https://www.gmail.com
• To ensure email is not blocked, go to GMail settings (gear in upper right corner). Click on “See all settings”.  Look at the top of the page for “Filters and Blocked Addresses”.  Look for donotreply@franciscanalliance.org in the list of blocked addresses and unblock

YMail – Yahoo

• Website: https://mail.yahoo.com
• To ensure email is not blocked, go to YMail and navigate to the Spam folder.  Look for an email from donotreply@franciscanalliance.org select that email.  At the top of the message, click on the “Mark as not spam” icon.

Hotmail/Outlook – Microsoft

• Website: https://outlook.live.com
• To ensure email is not blocked, go to Outlook and click on the settings icon (gear in upper right corner).  Go to “Mail”, then to “Junk email”.  Scroll down to the “Senders” section.
  • First, under “Safe senders and domains” please add donotreply@franciscanalliance.org.
  • Second, under “Blocked senders and domains” check to see if noreply@franciscanalliance.org is listed.  If so, click on the remove icon (trash can) next to the listing.

iCloud – Apple

• Website: https://www.icloud.com/mail/
• To ensure email is not blocked, you will need to do the following on your iOS device (iPhone or iPad).
  • On iOS: Go to the “Settings” app on your iPhone, iPad, or iPod touch. 
  • Navigate to Mail: Scroll down and tap on “Mail”. 
  • Find Threading: Look for “Threading” and tap on it. 
  • View Blocked: Tap on “Blocked” to see the list of blocked email addresses. 
  • On Mac: Open the “Mail” application on your Mac. 
  • Go to Mail Settings: Choose “Mail” from the menu bar, then select “Settings”. 
  • Select Junk Mail: In the Mail settings, click on “Junk Mail”. 
  • View Blocked Senders: Click on “Blocked” to see the list of blocked email addresses. 

Proton Mail

• Website: https://proton.me/mail
• Proton mail hosts their servers outside of the United States.  For security reasons, we do not allow direct connections to servers outside of the United States, thus ProtonMail delivery may not be successful.  We recommend using one of the other email services listed instead.

Follow the steps here to log in to MyChart on a computer.

If you want instructions on logging into Mychart on a Smartphone or Tablet, please review Log Into MyChart on a Smartphone/Tablet

Follow the steps here to log in to MyChart on your smartphone or tablet.

If you want instructions on logging into MyChart on a computer, please review Log Into MyChart on a Computer

You can call our MyChart Support Center at 1-877-900-5741.

You can access MyChart by two methods:

• You can access the website portal from any device using a modern web browser, such as Microsoft Edge, Apple Safari, or Google Chrome.
• You can download the MyChart Mobile application to your Apple or Android device (smartphone or tablet).

For information on how to access MyChart, go to Accessing MyChart

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.

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID’s, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 1024-bit RSA 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.