myACPNY Frequently Asked Questions
About myACPNY
- What is myACPNY?
- Is there a fee to use myACPNY?
- What do I need to use myACPNY?
- How is myACPNY secure?
Enrollment Questions
- How do I sign up?
- Can you send me a new activation code if I have lost it, let it expire, or did not receive it?
- My activation code does not work. What should I do?
Your Medical Record
- When can I see my test results in myACPNY?
- If I send a message to my provider, when can I expect a reply?
- Where can I update my personal information?
- How do I change my legal name in myACPNY?
- What should I do if some of my information in myACPNY is incorrect?
- Why are certain test results not shared electronically via myACPNY?
myACPNY for My Family
- Can I view a family member's medical record in myACPNY?
- Can my spouse and I share one myACPNY account?
- Can I ask questions regarding a family member from my myACPNY account?
Technical Questions
- I forgot my username or password. What should I do?
- I didn't receive my two-step verification code. What should I do?
- I was logged out of myACPNY. What happened?
- What do I do if I get locked out of my account?
- I have multiple myACPNY accounts. How do I link them together?
- How do I delete my account?
- Who do I contact if I have further questions?
- What is your privacy policy?
About myACPNY
What is myACPNY?
myACPNY offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With myACPNY, you can:
- Schedule medical appointments.
- View your health information, including medications, allergies, test results, and more.
- Request medication refills.
- Access resources for trusted health information.
- Message your care team.
For more information about myACPNY, check out https://www.mychart.com/features.
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Is there a fee to use myACPNY?
No, myACPNY is a free service for all patients.
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What do I need to use myACPNY?
You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the myACPNY mobile app on a mobile device.
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How is myACPNY secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all myACPNY messaging is done while you are securely logged in to our website or mobile app.
You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to myACPNY, in addition to using your username and password. For more information, check out our helpful video on two-step verification.
You might receive email or text notifications that contain links to myACPNY. These notifications allow you to login to myACPNY securely using a link that expires after a short time. Keeping your myACPNY account secure means keeping your phone number and email account secure. If you think that your phone number or email account may be compromised, you can change the phone number or email account on file on the "Personal Information" page in myACPNY.
For further assistance, call our myACPNY Patient Support Line at 646-680-4227.
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Enrollment Questions
How do I sign up?
There are several different methods of myACPNY signup that might be used by different departments across your healthcare organization:
- Clinic staff might sign you up directly while you're at the front desk or in the exam room.
- You might receive a myACPNY activation code on your After Visit Summary or on a billing statement.
- You might receive a text message or email with an activation code when you come in for a visit.
- You might be able to use self-signup online to create a myACPNY account by matching your information against what is on file in your medical record or with third-party identity verification.
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Can you send me a new activation code if I have lost it, let it expire, or did not receive it?
Contact us at 646-680-4227 and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you.
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My activation code does not work. What should I do?
For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our myACPNY Patient Support Line at 646-680-4227.
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Your Medical Record
When can I see my test results in myACPNY?
Your test results are released to your myACPNY account after your physician has reviewed them. This is generally within 1-12 days.
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If I send a message to my provider, when can I expect a reply?
You will generally receive a response within 1-3 business days. Note that myACPNY messages should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.
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Where can I update my personal information?
On the Personal Information page in myACPNY, you can update your address, phone number, email address, preferred name, and other personal details at any time so that your clinic always has the most up-to-date information in your record.
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How do I change my legal name in myACPNY?
To make a request to change your legal name, call our myACPNY Patient Support Line at 646-680-4227.
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What should I do if some of my information in myACPNY is incorrect?
Your myACPNY information comes directly from your electronic medical record at your provider's office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record after each visit.
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Why are certain test results not shared electronically via myACPNY?
Your provider is able to determine which types of test results are able to be accessed through myACPNY. Further, tests of a very sensitive nature are not released to myACPNY.
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myACPNY for My Family
Can I view a family member's medical record in myACPNY?
Yes you can. This is called Caregiver access and allows a parent (or guardian) to log into their personal myACPNY account, and then connect to information regarding their family member. Complete a Caregiver Consent Form and return it to one of our medical facilities to request access to this convenient service.
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Can my spouse and I share one myACPNY account?
No, due to the sensitive nature of medical information, each person must have their own myACPNY account.
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Can I ask questions regarding a family member from my myACPNY account?
myACPNY offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.
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Technical Questions
I forgot my username or password. What should I do?
You may contact our myACPNY Patient Support Line at 646-680-5008 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.
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I didn't receive my two-step verification code. What should I do?
Try checking the spam or junk folders in your email. If the email with your code is not there, try clicking Resend Code. If you still didn't receive the email, it could be that your account has a different email address on file. 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 on file. If this is the case, call our myACPNY Patient Support Line at 646-680-4227 for quick support.
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I was logged out of myACPNY. What happened?
We aim to protect your privacy and security of your information. While logged into myACPNY, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of myACPNY. We recommend that you log out of your myACPNY session if you need to leave your computer for even a short period of time.
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What do I do if I get locked out of my account?
To have your account re-activated, call our myACPNY Patient Support Line at 646-680-4227.
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I have multiple myACPNY accounts. How do I link them together?
If you've been seen at another healthcare organization, you might be able to view information from that medical record right in myACPNY. You might have heard of this feature referred to as Happy Together. This includes information from other organizations, such as:
- Allergies
- Care team
- Health issues
- Medications
- Messages
- Test results
- Visits
To view this information, you must link your account. Check out our video tutorial on how to do this.
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How do I delete my account?
You can request that we deactivate your account by contacting the myACPNY Patient Support Line at 646-680-4227.
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Who do I contact if I have further questions?
You may call our myACPNY Patient Support Line at 646-680-5008.
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What is your privacy policy?
myACPNY is owned and operated by myACPNY and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by myACPNY.
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