Missing InformationFAQs

Missing Information

I just registered for myAurora and none of my information is appearing. What should I do?

  • Are you a new patient of Aurora Health Care?
    If you are, welcome to Aurora Health Care! We don't have your information yet, but we can get it at your first appointment. Feel free to schedule an appointment with a new primary care doctor through myAurora.

  • Have you seen doctors at Aurora Health Care in the past?
    We may be having trouble matching your myAurora records to our electronic health record system. Please contact the myAurora support team so we can merge your accounts. Within myAurora, select Messaging > Ask Customer Service and follow the on-screen prompts to send us a message.

I can’t see my X-Rays, MRIs, or other images that were taken at an Aurora Health Care facility. What should I do?

At this time, myAurora does not display images. If you’d like to request images from a scan or a test, please message your doctor's office through the Get Medical Advice feature available in myAurora (Messaging > Message Your Provider > Get Medical Advice).

Some of my health record information (i.e. my medication or immunization list) is incorrect. How can I correct it?

myAurora only shows information that’s been entered into our electronic medical record (EMR) system. If this information is incorrect, it can only be changed by your health care provider.

To correct the information, please contact your provider’s office or talk with your physician at your next visit. Once corrected, the information will be updated in myAurora.

My test results are missing in myAurora. Why?

There are a few reasons why a test result may not be showing up in myAurora:

  • You had your tests performed at another health system besides Aurora Health Care.
  • You had your tests taken at a hospital. Hospital test results are filtered out in myAurora by default. However, you can still view hospital test results in your account by checking the “Show Hospital Results” box on the Test Results page. 
  • Due to the sensitive nature of some tests, certain laboratory results cannot be released to you electronically. Your provider may choose to communicate these results via phone or at your in-office visit. This includes surgical pathology, HIV test results, stress tests, echocardiograms, tests for Huntington’s disease, procedures marked as confidential, and procedures from other electronic records.
  • Your results may not have been released yet. Test results may take a few days or a few weeks to be processed and posted to myAurora. You’ll receive an email notifying you when your results are available to view in myAurora.

I received a message stating that I had a test result ready for viewing, but when I sign in to myAurora it's not there. What happened?

There are a few reasons for the missing test result:

  • Test results are listed in order of when the test was performed, not when the test results were released. Therefore, when you go to the "Test Results" tab, the new test result may not be at the top of your list. You may need to scroll down to see it.
  • You may have multiple accounts linked to one email address. If multiple people link their myAurora accounts to a single email address, the message may relate to any one of their myAurora accounts. For example, if a husband and wife share an email address and they both have myAurora accounts, a new test result email message could relate to either the husband's or the wife's medical record.
  • If you have access to a proxy's/dependent's myAurora account, the message may be regarding a test that your proxy/dependent has had. Check to see if the result has posted in his or her account.

Why can't I see my dependent's/proxy's information?

There are a few reasons you may not be able to see your dependent’s/proxy’s information in myAurora:

  • We may not have the right authorization forms on file for you to see your dependent's/proxy's records.
  • Your access expired because your child turned 18
  • If you’re proxy to an adult, they may have revoked your access

In order to see who you have proxy access for, follow these steps:

  • Sign in to myAurora
  • In the top navigation bar, select Messaging > Request Family Access
  • Under My Accounts and Proxy Accounts, you can view accounts you have proxy access for
  • If you don’t see your dependent’s account listed, click on Request Access to a Minor’s Record beneath the green Edit button

Due to state and federal regulations, as well as corporate policy, Aurora limits online access for 12 to 17-year-old patients' records. For children 12 through 17, myAurora access for parents/guardians is limited to:

  • Allergies
  • Customer service requests
  • Histories
  • Immunizations

Still have questions?

See the Top 10 myAurora FAQs or View All FAQs

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