Frequently Asked Questions

MyUPMC FAQs

MyUPMC is a new, comprehensive way to connect to your health care. Our goal in creating MyUPMC is to pave the way for a better online experience for our patients. With a single login to MyUPMC, you have access to:
  • MyUPMC functions for medical records and doctor communication
    • Get advice from your doctor’s office
    • Review your medical history and test results
    • Renew prescriptions
    • Request appointments
    • Track chronic conditions
    • Manage your family’s health through Proxy access
    • Print UPMC hospital discharge instructions
  • UPMC AnywhereCare for round-the-clock online medical visits
  • UPMC Health Plan
  • Bill paying
  • and more
Click here to sign up today.

Please note: Not all patients are able to access some or all of the features of MyUPMC and/or UPMC AnywhereCare. Certain UPMC doctors’ offices do not currently have the technology to access the entire MyUPMC system, and their patients will not be able to use the full array of features. If you do not currently have a UPMC doctor, you may not be able to access certain functionality within MyUPMC and/or UPMC AnywhereCare. In addition, all references to “doctor,” “physician,” “health care provider,” or “provider” presume that the provider is a UPMC-employed provider. If you are not sure if your UPMC provider participates in some or all of the functionality within MyUPMC and/or UPMC AnywhereCare, please email help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.

You are eligible to use MyUPMC if you:
  • Are 18 years of age or older
  • Have access to the Internet
  • Are the parent or legal guardian of a minor patient. Certain restrictions to information may apply. Legal guardians must provide a court order to obtain proxy access of a minor patient.
There is no cost to you to participate. However, certain features within MyUPMC, such as UPMC AnywhereCare, may have associated fees.
You can click here to complete an online application. If your doctor’s office has provided you with an access code, you can enter it on the form. After submitting your application, you will be asked a series of questions provided by a third party service to confirm your identity and verify your information. Upon successful verification of your identity, a MyUPMC access code will be given to you. If you experience difficulties, email help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.
UPMC takes extensive precautions to protect your information and identity. Answering personal questions is required to ensure that you, and not another person, are the one creating the account.
You are the first line of defense for your online account security. Follow the guidelines below to protect yourself and your account integrity.
  • Never provide your password to anyone.
  • Once you are done, exit the system by clicking the Log Out option at the top right corner.
  • Select a password that consists of letters, numbers, or a combination of letters, numbers and symbols that would not be found in a dictionary or be easily guessed by others.
  • Be careful with your password. Do not write it down or keep it in a place that is easily accessible by others.
Several factors can determine why your identity could not be verified. Please call 1-866-884-8579, option 2 to verify your identity over the phone.
When new information is sent to your MyUPMC account, you will receive an email message letting you know that new information is available. Additionally, UPMC will use this to notify you of any changes to MyUPMC and any updates to Terms and Conditions.
For your security, your access code expires after 95 days and is no longer valid after the first time you use it. If you still have difficulties, you can email help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.
Your access code is not your MyUPMC username or password. You will use this code only once to log into MyUPMC for the first time. For your security, your access code expires after 95 days and is no longer valid after the first time you use it. When you log into MyUPMC the first time, you will be asked to create your own unique MyUPMC username and password.
To deactivate your MyUPMC account, email help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.
You can reset your password online by clicking here. You can also request a new password by calling the MyUPMC Support Line at 1-866-884-8579, option 2.
You can retrieve your user name online by clicking here. Your username will be sent to the email address on file.
Log in to MyUPMC and click the Profile Settings tab and select the appropriate menu option in the left pane.

You are able to view and pay current statements for UPMC Physicians, UPMC Hospitals, and UPMC CancerCenter online through MyUPMC. To do so, select Billing followed by eStatement.

In addition to paying your statements online, you will be able to view recent statements and payment history. For billing questions, select Billing and then Contact Customer Service. You may also call Customer Service at 1-888-647-9600.

Only new statements as of June 1, 2013 are available within the eStatement section in MyUPMC. To view and pay older statements, click the link at the bottom of the eStatement page to go to UPMC's Pay Your Bill website.

For any additional questions regarding bill payment or insurance coverage, please contact Customer Service at 1-888-647-9600. You can also send a message or chat live with Customer Service by selecting Billing then Contact Customer Service.

We take great care to ensure that your health information is kept private and secure. Access to information is controlled through secure access codes, usernames, and passwords. Further, MyUPMC uses industry standard encryption technology to automatically encrypt your session with MyUPMC.
Click here to view UPMC's Notice of Privacy Practices.
Click here to view UPMC's Website/Email Terms of Use.
  1. If you are automatically logged out of MyUPMC, please reboot your computer and try to access MyUPMC again. If the problem persists, try the next step.
  2. If you are using Internet Explorer 8, follow the steps below to ensure that an Internet setting called “Content Advisor” is disabled.
    • Open Internet Explorer.
    • Click on “Tools” and then select “Internet Options.”
    • The Internet Options window will open. Click on the “Content” tab.
    • Take note of the first button below the Content Advisor heading.
      • If this button says “Enable” this means that Content Advisor is not currently enabled. Do not change Content Advisor settings at this time. If the problem persists, please try the next step.
      • If this button says “Disable” this means that Content Advisor is currently enabled. Click “Disable” to disable Content Advisor. If the problem persists, please try the next step.
  3. Adding MyUPMC to your list of approved sites may resolve this issue. Follow the steps below to add MyUPMC to your list of approved sites.
    • Open Internet Explorer.
    • Click on “Tools” and then select “Internet Options.”
    • The Internet Options window will open. Click on the Security tab.
    • Find Trusted Sites in the middle of the window and click the “Sites” button to the right.
    • In the Trusted Sites window, under the prompt “Add this website to the zone:” type www.MyUPMC.com
    • Click “Add” after typing the website.
    • Click “Close” to close the Trusted Sites window, then click “OK” to close Internet Options.
    • Close and restart Internet Explorer.
    • Access MyUPMC.
If the previous steps do not resolve the problem, please use a different web browser available on your PC. If you do not have other browsers installed, you may download any one of the following web browsers for free: Mozilla Firefox, Google Chrome or Apple Safari.
We aim to protect your privacy and the security of your information. While logged into MyUPMC, if your computer remains idle for 10 minutes, you will automatically be logged out. We recommend that you log out of MyUPMC if you need to leave your computer for any period of time.
You can e-mail help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.
Click here to view MyUPMC Terms and Conditions
When you exchange messages with your friends and family via your personal email address, your email is typically sent unencrypted over the World Wide Web. By contrast, when you exchange messages with your care providers using the MyUPMC mailbox features, your messages are being sent within our secure messaging environment. You can rest assured that only you, your care team, and anyone that you provide proxy access to can read these messages.
Within MyUPMC, select the Mailbox tab.
Certain lab and imaging test results are automatically released to your account. Not all test results are available at the same time. Some results will be released in 7 days or less, while others may take up to 14 days. If your test results are not displayed when you expect them, please let your doctor’s office know by logging in to MyUPMC. Select “Get Medical Advice” on the Mailbox tab, and then select the Subject: Test Result Question.
You can access your test results by logging into MyUPMC. Click the Health tab followed by Test Results. Click on the name of the test to review your results.
This information comes directly from your electronic medical record. Ask your doctor to correct any inaccurate information at your next office visit, or let your doctor’s office know by logging into MyUPMC. Click on the Mailbox tab followed by Get Medical Advice, and then select the Subject: “Update – no reply needed,” and type your message.
Your Health Summary contains the record of health issues that have been released by your UPMC doctor. Ask your doctor to correct any inaccurate information at your next office visit, or let your doctor’s office know by logging into MyUPMC. Select the Mailbox tab followed by Get Medical Advice, and then select the Subject: “Update – no reply needed,” and type your message. Your health information is reviewed and updated in your electronic medical record during each visit.
You can expect to receive a reply within two business days. Remember that your message will become a permanent part of your medical record. Do not include any information that you would not want to be part of your medical record. MyUPMC is not designed for medical emergencies or urgent conditions. In case of emergency or urgent conditions, call your doctor, call 911, or go to the nearest emergency room.
Prescriptions written by non-UPMC doctors will not appear on your medication list unless they are documented by your UPMC doctor in your electronic medical record. Ask your doctor to correct any inaccurate information at your next office visit, or let your doctor’s office know by logging into MyUPMC. Click the Mailbox tab followed by Get Medical Advice, and then select the Subject “Update – no reply needed,” and type your message.
Medications that have been documented, but not prescribed, by a UPMC doctor cannot be renewed through MyUPMC. As a result, the “Request Rx Renewal” feature will not be available.
Medications that have been documented, but not prescribed, by a UPMC doctor cannot be renewed through MyUPMC. As a result, the medications will not show up on the “Request Rx Renewal” page.
Preventive Care procedures are recommended based on your age, sex, and medical history. Ask your doctor to correct any inaccurate information at your next office visit, or let your doctor’s office know by logging into MyUPMC. Select the Mailbox tab followed by Get Medical Advice, and then select the Subject “Update – no reply needed,” and type your message.
The “Last Done” date on your Preventive Care procedure may not have been recorded if the procedure or test was not performed at UPMC. Ask your doctor to correct any inaccurate information at your next office visit, or let your doctor’s office know by logging into MyUPMC. Select the Mailbox tab followed by Get Medical Advice, and then select the Subject “Update – no reply needed,” and type your message.
You can submit a request to schedule an appointment with your UPMC doctor through MyUPMC. You will then be contacted to schedule the appointment, taking into account the preferred dates and times you requested.
MyUPMC is not designed for medical emergencies or urgent conditions. In case of emergency or urgent conditions, call your doctor, call 911, or go to the nearest emergency room.
Log in to MyUPMC. Select the Appointments tab, followed by Request an Appointment. In the “Want to see” drop-down menu, select “Other: Please specify in the box below.” Include the name of the doctor or the type of doctor you would like to see. You will be contacted to schedule an appointment, taking into account the preferred dates and times you requested.
This feature is not currently available through MyUPMC.
You will receive a confirmation message in your MyUPMC mailbox, with the exact date and time of your appointment.
You can view the details of your upcoming appointment and even confirm your appointment. To do so, log in to MyUPMC and select Appointments followed by Upcoming Appointments.
You can submit a cancellation request up to 72 hours before the scheduled appointment. If the appointment is sooner than 72 hours, please use the telephone number provided in the appointment details to contact your UPMC doctor’s office.

MyUPMC includes a Proxy access feature, where on behalf of the patient, designated family members or other authorized individuals are granted access to certain portions of the patient’s health information. To begin, log in to MyUPMC. Click “Access another family member” in the top right corner. Proxy access permits authorized individuals to do the following:

Proxies of Adult Patients (age 18 or older):

  • Request appointments for health care services on the patient’s behalf
  • View all available medical information
  • Communicate via secure messaging, by phone, or in person with providers regarding tests, treatments, medications, patient advice, and administrative tasks
  • Conduct a UPMC AnywhereCare online medical visit
  • Communicate on the patient’s behalf with UPMC’s billing office

Proxies of Pediatric Patients (13 to 18 years of age):
Certain restrictions apply to pediatric proxy for patients age 13 to 18 due to privacy considerations

  • Appointment requests (with display of PCP only)
  • Medical advice requests (with display of PCP only)
  • Contact lens/eyeglass prescription
  • Allergies
  • Growth charts
  • Immunizations (excluding Rh immune globulin)
  • Glucose and blood pressure tracking tools
  • Contact and administrative information (excluding appointment notifications and wallet card)
  • Links: Health Information Resources, FAQs, Find a Doctor, UPMC.com, UPMC Health Plan
  • Conduct a UPMC AnywhereCare online medical visit

Proxies of Pediatric Patients (age 12 years or younger):

  • All MyUPMC features are available except for UPMC AnywhereCare for children under the age of 3.

For Adult Patients: Both the patient and the patient’s representative must complete and sign a proxy request form. A proxy request form can be obtained from the patient’s doctor’s office or by clicking the link below. Once completed, mail or fax it to the contact listed on the first page of the form. Proxy Request Form for a Patient Age 18 or Older

For Patients Ages 0–18: If you are a current MyUPMC user and would like to request proxy access for a patient under 18 years of age, you may do so online. Simply log in to MyUPMC and select Request Proxy Access from the Access Another Family Member list in the top right corner. If you do not have a MyUPMC account, print the pediatric proxy request form below, and complete and mail it to the address on the first page of the form: Proxy Request Form for a Patient Age 0 – 18

If you have proxy access to a family member’s account, log in to MyUPMC. From Access Another Family Member list in the top right corner, select the family member whose immunization record you would like to view or print. Once you are in the family member's record, select Health Records followed by Immunizations. To print the immunization record, click the printer icon on the right side of the record’s header.
You can discontinue the access someone has to your account by calling your doctor's office or by submitting a request to discontinue proxy access.
No. Each person must have his or her own account because they include the individual medical records. If you and your spouse would like to have the ability to view each other's health records in MyUPMC, you will need to request proxy access.

Proxy access to children is automatically discontinued when the child turns 18. When your child turns 18, he or she may get their own account or you may complete an Adult Proxy Request form to obtain adult proxy access.

To comply with certain laws regarding privacy rights of adolescents, MyUPMC limits the features that a proxy may access for pediatric patients ages 13 to 18.

If you have proxy access to a family member’s account, log in to MyUPMC. From the Access Another Family Member list in the top right corner, select the family member. Select the Mailbox tab and then click Get Medical Advice to send a message on their behalf. Be careful to select the appropriate family member, because the communication will become part of the selected person’s medical record.
With the exception of pediatric proxy access, as described above, if a family member has been granted proxy access to your account, there is no way to limit the information he or she can access.
MyChart is a free app that gives you secure and convenient mobile access to many MyUPMC features, from your iPhone®, iPad®, iPod Touch®, or Android® phone.

You can download the free MyChart app from the App Store, iTunes Store, or Android Marketplace. Search for "MyChart" and install it. Once installed, scroll through the list and choose MyUPMC. You will then be prompted to enter your username and password. In order to use the mobile app, you must have an existing MyUPMC account.

Note to iPad users: Download the app under the iPhone app section. There is not an option for download under the iPad section.

You can access many of the same features available on the MyUPMC website, such as:
  • Send a secure message to your doctor about non-urgent health questions
  • Request prescription renewals (iPhone, iPad, and iPod Touch only)
  • View upcoming and past appointment details
  • View lab results, allergies, medications, and immunizations
  • View preventive care procedures and when they are due
  • View other accounts for which you have authorized proxy access
The Research Participant Registry is a voluntary database of people who are willing to share their medical records for the purpose of advancing research and medical care. Its goal is to speed advancements in medical treatments. The Research Participant Registry is a joint effort between the University of Pittsburgh and UPMC. For additional information, please visit the Research Participant Registry website.
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UPMC AnywhereCare FAQs

UPMC AnywhereCare offers patients with non-emergency symptoms the opportunity to seek care via an online medical visit from a health care provider. AnywhereCare consists of a clinical questionnaire about specific symptoms you are experiencing, as well as follow-up secure messaging between the patient and the UPMC provider for any additional information regarding your symptoms as determined by the UPMC provider. Based on your answers to the questionnaire and answers to any follow-up questions, a health care provider will respond via secure messaging or video with a diagnosis and recommended course of action. For pediatric patients, UPMC AnywhereCare is only accessible for children ages 3 and above. A secure video visit is required for pediatric patients, except in limited instances. See UPMC AnywhereCare Terms and Conditions.
UPMC AnywhereCare is available for new and current patients, regardless of insurance coverage. You are eligible to submit a UPMC AnywhereCare request if:
  • You are at least 18 years old
  • You are located in Pennsylvania for the duration of the visit
  • Pediatric patients can only use the service if a parent or legal guardian has established a proxy relationship in MyUPMC and is present during the video portion of the visit
UPMC AnywhereCare costs $38 per visit. UPMC Health Plan members will pay their usual copay. Commercial insurers, HMOs, Medicare, Medicaid, and other payors will not be billed for this service with the exception of UPMC Health Plan. You are personally responsible to pay for a UPMC AnywhereCare visit.
You can access UPMC AnywhereCare at any time. You need to have a MyUPMC account. If you are not yet a MyUPMC member, you can create an account online. Once you have an account, you can submit a UPMC AnywhereCare request by logging into MyUPMC and selecting UPMC AnywhereCare on the home page.
You may submit a UPMC AnywhereCare request 24/7, 365 days a year, for a visit via secure messaging. The adult video visit is available between the hours of 9 a.m. and 9 p.m., seven days a week. Pediatric video visits are available 24/7, 365 days a year. For more information, please see the UPMC AnywhereCare Terms and Conditions.
At this time, UPMC AnywhereCare utilizes Pennsylvania-licensed providers (Certified Registered Nurse Practitioners, Physician Assistants, and Physicians) located in Pennsylvania. Because of this, the service is only available to individuals who are physically located within Pennsylvania for the duration of the online visit.

The UPMC AnywhereCare providers are Pennsylvania-licensed providers (Certified Registered Nurse Practitioners, Physician Assistants, and Physicians) located in Pennsylvania who are specially trained to handle your UPMC AnywhereCare requests. If you have an established relationship with a UPMC primary care physician who currently participates in UPMC AnywhereCare, you can request to have that physician participate in a UPMC AnywhereCare visit with you based on the physician’s availability.

For pediatric patients (other than those who have an established relationship with a UPMC family practice physician and select that physician for their AnywhereCare visit), the UPMC AnywhereCare providers are licensed, board-certified pediatricians located in Pennsylvania. These providers rotate, so you will not be able to select a specific provider for the UPMC AnywhereCare video visit.

Yes. If your primary care doctor participates in UPMC AnywhereCare, you may request that he or she is the recipient of your request based on the physician’s availability, among other things.

Requesting your primary care physician may result in a longer wait time – up to one business day instead of 30 minutes. Additionally, your primary care doctor does not have the ability to conduct a video visit.

If you choose to submit your request to the team of care providers, the response time is up to 30 minutes. If you choose to send your request to your primary care physician, the response time is up to one business day.
No. UPMC AnywhereCare is not designed for medical emergencies or immediate contact with your primary care providers. In case of emergency conditions, call your doctor, call 911, or go to the nearest emergency room.

The following conditions can be treated via UPMC AnywhereCare:

For Adults

  • Back pain
  • Birth control, need for
  • Bronchitis
  • Burn
  • Cold
  • Cold and flu symptoms
  • Cough
  • Diarrhea
  • Flu
  • Genital herpes
  • Pneumonia
  • Poison ivy
  • Rash
  • Red eye
  • Pink eye
  • Scabies
  • Seasonal allergies
  • Shingles
  • Sinus infection
  • Sinus/cold symptoms
  • Sore throat
  • Strep throat
  • Urinary symptoms
  • Vaginal irritation/discharge

For Children Ages 3-18

  • Cold
  • Cough
  • Pink eye
No, you don’t need to know the specific condition you have before requesting UPMC AnywhereCare. You will be asked to select your symptoms, and a health care provider will diagnose you. UPMC AnywhereCare visits are not for complex, emergency, or urgent situations, so you may be redirected to seek a different level of care if your health care provider thinks your symptoms warrant it.
If you are unable to find a specific symptom in the list, select the option “None of these symptoms applies to me” and then provide more details when prompted. If your symptoms cannot be treated online, the care provider may ask you to visit an urgent care clinic or to schedule an appointment for an in-office visit with your doctor.
Payments are requested and processed prior to submitting your AnywhereCare visit. Once submitted, you will be unable to cancel your request. The visit is sent directly to one of our clinical providers who will begin to review the information and develop a response. All completed AnywhereCare requests are non-refundable. However, if the clinical provider believes that they are not able to complete your visit request and provide a clinical diagnosis and recommendation, a refund will be issued for any charge that you may have incurred when submitting your visit.

You or your health care provider may request a video visit as part of your UPMC AnywhereCare visit. Requests will be determined at the sole discretion of UPMC. In addition, depending on the circumstances, you may be required to have a video visit as part of your UPMC AnywhereCare visit as determined by UPMC and its providers. For children ages 3 – 18, a video visit is required. A video visit is not required if: the pediatric patient has an established relationship with a UPMC family practice physician who also participates in the UPMC AnywhereCare service; you request the service from that UPMC family practice physician; the UPMC family practice physician is available to perform the service and determines such visit can be completed without a video visit. If a video visit is required by UPMC and its providers, the UPMC AnywhereCare visit will only be completed if you consent to and undertake the video visit.

Prior to the video visit, you will be required to complete any questionnaires and answer any questions requested by UPMC and its providers. You may select a preferred timeframe when you would like to have the video visit.

A video visit is a real-time meeting with a health care provider online, via a web cam. The experience is comparable to popular video messaging services and has similar system requirements for using it: a web cam and audio system on your computer. Listed below are the detailed system requirements:

Bandwidth:

  • 2 Mbps minimum, higher is better. This is only for 1 patient and 1 doctor video stream, no other participants.

Hardware:

  • USB or on-board camera
  • Microphone
  • Speakers

Software:

  • Adobe Air version 3.7 or newer
  • Windows Operating System:
    • 2.33GHz or faster x86-compatible processor
    • Microsoft® Windows® XP, Windows Server 2008, Windows Vista® Home Premium, Business, Ultimate, or Enterprise (including 64 bit editions) with Service Pack 2, Windows 7, or Windows 8 Classic
    • 4GB of RAM
  • Mac Operating System:
    • Intel® Core™ Duo 1.83GHz or faster processor
    • Mac OS X v10.6, v10.7, or v10.8
If you have a computer with a camera and microphone, you most likely have the capability to do a video consult. If you are on the computer you will use for the consult, you can perform an automated test of your system's capabilities.
Make sure all devices necessary are connected properly and any software needed to use these devices is installed on your computer for the video consult. If you are not hearing sound, check the volume levels on your computer and make sure your sound is not muted. If you are still having trouble, you can email help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.

UPMC AnywhereCare is for children ages 3 and older. The parent or legal guardian must have an active Pediatric Proxy account for the child to receive UPMC AnywhereCare services. Pediatric Proxy requires validation of parental rights via MyUPMC and takes one business day to activate. The legal guardian must also have their own active MyUPMC account. Foster parents are not eligible for pediatric proxy or access to services through UPMC AnywhereCare for minor children that they are caring for.

Pediatric UPMC AnywhereCare is video only and is provided by a pediatrician. Access to a PC-based web camera is required.

  • 24/7 online medical care, 365 days a year – from wherever you are in Pennsylvania.
  • One low price with no insurance hassles.
  • Patient must be age 3 or older to use this service.
  • Symptoms that can be treated are: cold, cough, and pinkeye.
  • Parent/legal guardian must be present during AnywhereCare video visit.
  • Children cared for by foster parents are not eligible for this service.
  • Parent/legal guardian must have an active MyUPMC account and Pediatric Proxy account for their child to receive UPMC AnywhereCare services for the child.
  • Pediatric Proxy requires validation of parental rights via MyUPMC and takes one business day to activate.
  • Access to a PC-based web camera is required.
  • You will get a quick response from our pediatric providers to schedule the video visit.
  • The UPMC AnywhereCare providers for children are licensed, board-certified pediatricians located in Pennsylvania.
  • Providers rotate coverage to make this service available around the clock; you are not able to select a specific provider for the pediatric visit.
  • Though our providers will attempt to completely resolve your health care concern, they may recommend that you take the child to see their pediatrician.
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Technical TroubleShooting

You can email help@myupmc.com or call the MyUPMC Support Line at 1-866-884-8579, option 2.