Emails & MessagingFAQs

Emails & Messaging

How do I know the messages I send are secure, and will only be seen by my care team?

Aurora Health Care has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements. We ensure your identity and personal information are safe and secure.

When you send a message to your doctor's office, your message is sent over a secure connection directly to your care team.

I've received emails about the same test results more than once. Why is that?

Your health care provider may add comments to your test results after they’ve been released to you. If this happens, you may get an email notification letting you know you have updated test results.

Any results that have changed since you last viewed them will be listed as [Updated] in your account. You can access your test result list in myAurora under Health> Test Results. If your provider has added comments to a particular test, they will appear at the top of the page.

When can I expect a reply to a message?

Generally, you can expect to receive a reply within 2 business days. If your question requires a same-day response, please call your provider directly.

For life-threatening emergencies, dial 911 immediately.

My doctor is not showing up under Message Your Provider > Get Medical Advice. Why not?

There are a few reasons your doctor might not be showing up:

  • A doctor will not appear on your list unless they’re listed as your primary care provider, you've seen them in the last 18 months, or you have an upcoming appointment with them in the next 30 days.
  • Your doctor may not have messaging enabled through myAurora.
  • Your doctor is a behavioral health specialist (behavioral health providers cannot be messaged through myAurora at this time).

If you’re unable to message your doctor through myAurora, please call their office directly.

What triggers email notifications?

You may receive email notifications related to:

  • New messages from your provider
  • Health maintenance reminders
  • New test results
  • New billing statements
  • Payments that are due soon
  • Payments that have been successfully processed
  • Issues with the credit card we have on file for your payment plan

I got a response from my doctor and need to ask a follow-up question. Why is there no Reply button in their message?

If the provider closes the message before you can send your response, you won’t be able to reply to the original message. You’ll then need to create a new message.

Why does myAurora time out when I’m typing my message?

The Health Insurance Portability and Accountability Act (HIPAA) require us to build an automatic timeout into our system for your security.

We have expanded this timeout from 10 minutes to 20 minutes. Before it occurs, you’ll get a two-minute warning message to let you know time is almost up.

How do I send a message to my doctor?

  • Sign in to myAurora
  • In the top navigation bar, select Messaging > Message Your Provider
  • Choose your provider from the dropdown list
  • Enter a message subject
  • Enter your message and click Send

How do I view my messages?

To view messages you’ve received:

  • Sign in to myAurora
  • In the top navigation bar, select Messaging > Inbox
  • You’ll see a list of received messages in your Message Center
  • Any unread messages will be displayed in bold

To view your sent messages:

  • Sign in to myAurora
  • In the top navigation bar, select Messaging > Inbox
  • Under Message Center, select the Sent Messages tab

Still have questions?

See the Top 10 myAurora FAQs or View All FAQs.

You can also email the myAurora Support Team at or call us toll free at 855-624-9366.