Locked out of MyChart

Customers get locked out if they make too many failed logins. The lockout happens after 10 failed attempts within 5 minutes on an unrecognized device.

Lock out policy

  1. For an account to be locked out, the user would have to have 10 failed attempts within 5 minutes on an unrecognized device.
  2. They entered their username incorrectly on the login screen five times.

 

  1. The customer is directed to the account recovery page. If they cancel and try to log in from the recovery page five more times, their account will be locked. The user selects Recover Your MyChart Account.

 

  1. The customer enters their email address to receive a verification code.

 

  1. The customer enters the code that was sent to their email.

 

  1. When the customer enters their date of birth incorrectly three times, the account becomes locked.

 

  1. The customer will be notified that their account has been locked, both on the screen and via email.

 

  1. The MyChart Administration page will display the current status of the MyChart account.

Important Note

The customer’s account will remain locked for a duration of 30 minutes, during which they will be unable to log in or attempt further authentication actions. Access will automatically be restored once the lockout period has expired.