---
title: "Account and technical questions at Sutter Health"
description: "Get answers to questions about your account, managing settings and preferences, using My Health Online and setting up proxy access."
url: "https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions"
---

1.  [Home](https://www.sutterhealth.org/) /
2.  [Patient resources](https://www.sutterhealth.org/patient-resources) /
3.  [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) /
4.  [Help Center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center) /
5.  Account and technical FAQs

# Account and technical questions

**Section menu**

-   [Help Center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help Center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and Insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and Insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI Assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI Assistant FAQs")
        
    -   [Sansum Patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum Patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

-   [Help Center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help Center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and Insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and Insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI Assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI Assistant FAQs")
        
    -   [Sansum Patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum Patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

## Access and enrollment

**How do I enroll in My Health Online?** 

If you’re a current Sutter patient, you can [enroll online](https://www.sutterhealth.org/patient-resources/my-health-online/enroll), over the phone or at your next visit.

**Who can use My Health Online?** 

Any Sutter patient age 12 or older are eligible to enroll in My Health Online. Parents or guardians can request [proxy access](https://www.sutterhealth.org/patient-resources/my-health-online/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)](https://www.chhs.ca.gov/wp-content/uploads/2023/04/State-Health-Information-Guidance-5.1-2023.pdf "California privacy laws (PDF)")

**Is an email address required to use My Health Online?** 

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](https://www.sutterhealth.org/patient-resources/records-planning/request-medical-records).

**What do I do if I’ve forgotten my password or username?** 

Visit [Forgot Password](https://myhealthonline.sutterhealth.org/mho/passwordreset.asp) or [Forgot Username](https://myhealthonline.sutterhealth.org/mho/recoverlogin.asp) to securely retrieve your information.

**What if I need help with my access code?** 

If your code is lost, expired or you didn’t receive one, please chat with us or [call us](tel:18004788837) for a new one.

**Sansum patients: Learn about your My Health Online account.**

As part of Sansum Clinic’s full integration into Sutter Health, your My Chart account will transition to a [My Health Online account](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients).

## About My Health Online

**Is the My Health Online app available on my phone?** 

The free My Health Online mobile app is available for both [Apple](https://apps.apple.com/us/app/sutter-health-my-health-online/id1103892054) and [Android](https://play.google.com/store/apps/details?id=org.sutterhealth.myhealthonline&hl=en_US&gl=US&pli=1) devices.

**How is My Health Online kept secure?**

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](https://cdnapisec.kaltura.com/p/5825242/embedPlaykitJs/uiconf_id/54605562?iframeembed=true&entry_id=1_inmz3817 "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](https://myhealthonline.sutterhealth.org/MHO/Authentication/Login?postloginurl=PersonalInformation "Personal information").

For further assistance, call our Patient Support Line at [800-4Sutter](tel:18004788837).

**I didn't receive my two-step verification code. What should I do?**  

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](https://myhealthonline.sutterhealth.org/MHO/Authentication/Login?postloginurl=Preferences) or text START to 85638.

For further assistance, call our Patient Support Line at [800-4Sutter](tel:18004788837).

## Settings and preferences

**How do I update my personal information?** 

To update your personal information, make changes in the [Personal information page](https://myhealthonline.sutterhealth.org/mho/PersonalInformation) within My Health Online.

**How do I change my communication preferences?** 

You can review your options and choose which alerts (email, phone call and text) you get on the [Communication preferences page](https://myhealthonline.sutterhealth.org/mho/Preferences).

**Learn about text alerts.** 

-   Review and choose which types of text alerts you want to receive in your [Communication preferences](https://myhealthonline.sutterhealth.org/mho/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](https://myhealthonline.sutterhealth.org/mho/Preferences) or replying STOP after receiving an alert.
-   Enable text alerts in your [Communication preferences](https://myhealthonline.sutterhealth.org/mho/Preferences) or text START to 85638.

## Using My Health Online

**How can I find out which clinicians offer My Health Online and video visits?** 

To see if a Sutter clinician offers online services, visit [Find a Doctor](https://www.sutterhealth.org/find-provider). Use the Advanced Search option and check the boxes for offering My Health Online and video visits.

**How does contactless check-in work?** 

Get [step-by-step instructions (PDF)](https://edge.sitecorecloud.io/sutterhealt962c-sutterhealt8fce-production57cc-4860/media/Project/SutterHealth/SutterHealth/Files/PatientResources/mho-contactless-appointment-check-in.pdf "step-by-step instructions (PDF)") on how to use contactless check-in.

**What is eZ Arrival?** 

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.

## Managing my family via proxy access

**Can I view or help manage a family member’s health care online?**

Yes. Patients can give permission to another adult to access their medical information through [proxy access](https://www.sutterhealth.org/patient-resources/my-health-online/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).](https://www.chhs.ca.gov/wp-content/uploads/2023/04/State-Health-Information-Guidance-5.1-2023.pdf "California privacy laws (PDF).")

**What is proxy access?** 

[Proxy access](https://www.sutterhealth.org/patient-resources/my-health-online/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).](https://www.chhs.ca.gov/wp-content/uploads/2023/04/State-Health-Information-Guidance-5.1-2023.pdf "California privacy laws (PDF).")

**Proxy Access for Adults (age 18+):** You can manage another adult’s care by submitting a [paper proxy access (PDF)](https://edge.sitecorecloud.io/sutterhealt962c-sutterhealt8fce-production57cc-4860/media/Project/SutterHealth/SutterHealth/Files/PatientResources/proxy-access-adult.pdf) form signed by both parties. For adults ages 18–25, limited proxy access may be available.

**Which records can a designated proxy see in My Health Online?** 

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).](https://www.chhs.ca.gov/wp-content/uploads/2023/04/State-Health-Information-Guidance-5.1-2023.pdf "California privacy laws (PDF).")

**Can more than one person have proxy access to a single patient's record?** 

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.

**When is proxy access revoked?** 

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.

**Can I submit just one proxy access request form for my entire family?** 

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](https://www.sutterhealth.org/patient-resources/my-health-online/proxy-access).

**Can I send a secure message regarding a family member?** 

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.

**Can my spouse and I share one My Health Online account?** 

No. Each patient must establish an individual My Health Online account. However, adults can receive [proxy access](https://www.sutterhealth.org/patient-resources/my-health-online/proxy-access) to a spouse or dependent’s account.

We're here to help

### Visit our help center

Find answers to frequently asked questions.

[View help center faqs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center)

### Chat with us

Get help with technical support questions. Available weekdays, 7:00 am – 7:00 pm.

### Call us

Call 800-4SUTTER. Available weekdays, 7:00 am – 7:00 pm.

[800-4SUTTER](tel:+18004788837)

Epic Copyright 

_MyChart® licensed from Epic Systems Corporation, © 1999 - 2024._  
_Protected by U.S. patents. For details, visit_ [_www.epic.com/patents_](http://www.epic.com/patents)_._

_MyChart®, Epic®, Powered by Epic™ and the MyChart logo are trademarks of Epic Systems Corporation._

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