Retrieving a Mychart Account

In the case of a forgotten username, have the patient go to the patient portal: mychart.kennedykrieger.org. Instruct the patient to click the “Forgot Username” link on the MyChart login page and provide the information that is requested. If the patient provides the correct information, the system sends a message with her username to the email address she used when activating his/her account.

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Tip

You first want to instruct the patient/guardian on how to reset the password on their own. This way they can reset their password at any time of the day. 

In the case of a forgotten username, have the proxy/patient go to the patient portal: mychart.kennedykrieger.org. 

 

Retrieving username as a proxy/patient: 

Click forgot username, mom/dad will enter his/her first name, last name, DOB, and email. If the patient provides the correct information, the system sends a message with his/her username to the email address they used when activating their account.

 

Resetting password as a proxy/patient: 

Click forgot password, mom/dad will enter the username, and his/her DOB. Then, it will allow him/her to reset his/her password.

Important Note

If the patient was still unsuccessful after entering the correct information, confirm that all the information in the system is the same, then follow the steps to change the patient's password. If the information does not match transfer the call to HIM.

 

  1. Navigate to the MyChart Administration activity.
  2. On the bottom left click Switch to Patient Lookup.

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  1. Verify the customer and search for the patient’s name and DOB, press Enter.A screenshot of a computerDescription automatically generated
  2. Double click on patient name or click Accept.

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  1. If you are assisting the patient skip to #7.
  2. For a Proxy, confirm their name and click on their name.

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  1. Click Change Password.

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  1. Enter a new password for the patient and click Accept. Have the proxy log in with temporary password. They will be prompted to enter a one-time code, which was sent to their email. After entering the code, they will be prompted to enter a new password.

Important Note

 

Troubleshoot login problems:

A patient might also experience other login problems, such as the following:

  • He can log in to MyChart on one computer but cannot log in on another.
  • He can log in but is immediately logged out after clicking a link or menu option.
  • He can log in with Mozilla Firefox or another web browser but cannot log in with Internet Explorer.

 

Encourage the patient to use a different web browser to log in to MyChart and see if that resolves his issue. 

 

More troubleshooting for unable to log into MyChart:

  • Ensure that they are a KKI patient.
  • If they are using the website, ask if they are on the correct website: mychart.kennedykrieger.org.
  • If they are using the app, check if the correct organization is on the app: If it does not say Kennedy Krieger, tell them to click “Switch organizations.”
  • Retrieve username first. If they are not receiving username: Click forgot username, enter in the correct name and DOB. If it’s a parent, the parent enters their name and DOB, not the child.
  • Cannot reset password/Not receiving the email: Enter in the correct username and parent DOB, not children.
  • Unable to retrieve verification email, check to see if their email is sign up with multiple accounts.