Account and Technical Questions

If you’re a current Sutter patient, you can enroll online, over the phone or at your next visit.

Any Sutter patient age 12 or older are eligible to enroll in My Health Online. Parents or guardians can request proxy access to a child’s health information. Access depends on the child’s age:

Children age 11 and younger: Parents or legal guardians can request proxy access and view the child’s full record.

Teens ages 12–17: Teens can sign up for their own My Health Online account. Parents or guardians can request proxy access, but access to some information is limited under California privacy laws (PDF)

Yes, you need a current email address for My Health Online access. If you don’t have an email address, you can get your medical records by calling your doctor’s office or filling out a medical records request form.

Visit Forgot Password or Forgot Username to securely retrieve your information.

If your code is lost, expired or you didn’t receive one, please chat with us or call us for a new one.

As part of Sansum Clinic’s full integration into Sutter Health, your My Chart account will transition to a My Health Online account.

The free My Health Online mobile app is available for both Apple and Android devices.

Keeping your health information private and secure is our top priority. We use the latest available technology to ensure your data is protected, including two-step verification, secure activation codes, face ID and fingerprint login. Unlike conventional email, all My Health Online messaging is done while you’re securely signed in to our website or mobile app.

Requiring two-step verification helps ensure your account stays secure even if someone else has your username or password. This is how it works: After you’ve entered your username and password, you’ll receive a code via email or text message. Entering that single-use code will give you access to your MHO account. Check out our helpful video on two-step verification.

If you think the email or phone number where you receive My Health Online notifications and secure links may be compromised, you can change them in Personal Information.

For further assistance, call our Patient Support Line at 800-4Sutter.

Try these steps:

1. Check the spam or junk folders in your email.
2. If you don’t find the email with your code there, try clicking Resend Code.
3. If you have multiple email accounts, check one of the others to see if the verification code was sent there instead. If none of your accounts received the email, it could be that we don't have an email address for you on file.

If you didn't receive the code via text message, make sure you’ve enabled text alerts in your Communication Preferences or text START to 85638.

For further assistance, call our Patient Support Line at 800-4Sutter.

To update your personal information, make changes in the Personal Information page within My Health Online.

You can review your options and choose which alerts (email, phone call and text) you get on the Communication Preferences page.

• Review and choose which types of text alerts you want to receive in your Communication Preferences.
• Some alerts are locked by Sutter or My Health Online. These options will display a lock icon. You can change any preference that isn’t locked.
• Disable text alerts by changing your settings in Communication Preferences or replying STOP after receiving an alert.
• Enable text alerts in your Communication Preferences or text START to 85638.

To see if a Sutter clinician offers online services, visit Find a Doctor. Use the Advanced Search option and check the boxes for offering My Health Online and Video Visits.

Get step-by-step instructions (PDF) on how to use contactless check-in.

eZ Arrival saves time by providing information and completing tasks before your visit. Using eZ Arrival, you can:

• Update your address and phone number
• Verify or update insurance information
• Pay your copay, if applicable
• Confirm current medications, allergies and health issues
• Complete any questionnaires that apply to your visit
• Electronically sign documents for registration

To use eZ Arrival, just open your Appointments and Visits tab in My Health Online, tap the eZ Arrival button and follow the prompts.

You don’t need a My Health Online account to use eZ Arrival. Sutter will send a secure link to the email address you have on file before your appointment. Click the link to verify your identity and complete your eZ Arrival.

Yes. Patients can give permission to another adult to access their medical information through proxy access. Access depends on the patient’s age:

For adults: You can request proxy access to view a family member’s records if they give permission.

For children age 11 and younger: Parents or legal guardians can request proxy access and view the child’s full record.

For teens ages 12–17: Teens have their own My Health Online accounts. Parents or guardians can request proxy access, but access to some information is limited under California privacy laws (PDF).

Proxy access lets you view and manage another person’s health information online through your own My Health Online account. The type of access you can have depends on the patient’s age and relationship to you.

Proxy Access for Children (age 11 and younger): Parents or legal guardians can view their child’s available medical record, including medications, test results and visit summaries.

Proxy Access for Teens (ages 12–17): Teens have their own My Health Online accounts. Parents or guardians can request proxy access, but access to certain information is limited under California privacy laws (PDF).

Proxy Access for Adults (age 18+): You can manage another adult’s care by submitting a paper proxy access (PDF) form signed by both parties. For adults ages 18–25, limited proxy access may be available.

What a proxy can see in My Health Online depends on the patient’s age.

Proxies for adult patients or children age 11 and younger can see the patient’s full medical record. For patients ages 12–17, proxies can view non-confidential information — like certain results, medications and letters from Sutter Health staff — as allowed under California privacy laws (PDF).

Yes. Parents or guardians can have proxy access to multiple patients (i.e. multiple children). More than one proxy (i.e. two parents) can have access to the same patient's record.

Proxy access can be revoked at any time if the patient is over 18 years of age. Proxy access to a child’s records automatically expires when the patient turns 18, unless the child chooses to extend their teen proxy access to young adult proxy access which expires at age 26.

No. Each individual must have a request form on file as part of their electronic health record for privacy reasons. Get more information about proxy access.

Yes, if you have proxy access to the person’s record. Please don't send questions from your own account about family members — their care team will not be able to answer them.

No. Each patient must establish an individual My Health Online account. However, adults can receive proxy access to a spouse or dependent’s account.