#1: Why can’t I see my child’s information in myAurora?
There are two reasons you may not be able to see your child’s information in myAurora:
- You don’t have proxy access to the child’s account (to apply for proxy access for a child under age 12, click the Request access to your child’s record quick link in the right-hand nav bar of your myAurora account, and follow the on-screen prompts).
- Your child is between the ages of 12 and 17.
Because of state and federal regulations, as well as our corporate policy, online access for 12 to 17-year-old patient records is limited, even for parents/guardians of the child.
For children aged 12 to 17, viewable myAurora information is limited to:
- Customer service requests
You can still obtain medical records, schedule appointments and discuss your child’s health with their doctor, but it must be done over the phone or in person.
See all proxy/dependent care FAQs
#2: Why can’t I see my bills in myAurora?
Within myAurora, you’ll be able to view any bills for which you’re the guarantor (the person responsible for payment).
For instance, if you’re an Aurora patient and you’re the guarantor for your own bills and your children’s bills, you’ll be able to see both sets of bills in your account.
If you’re unable to view bills that you know you owe, it could be because:
- Someone else is listed as the guarantor (for example, your spouse is the guarantor for your children’s account)
- You’re not an Aurora patient (if you’re not an Aurora patient, you won’t see bills in myAurora even if you are the guarantor for those bills)
See more myAurora Billing FAQs or see all Billing FAQs
#3: Why can’t I message my doctor?
There are a few reasons you may not be able to message your doctor through myAurora:
- Your doctor doesn’t use myAurora – if your doctor practices a higher-end specialty like oncology, cardiology or electrophysiology, they may not use myAurora. To get in touch with a doctor who doesn’t use myAurora, call their office directly.
- You haven’t met with your doctor face-to-face – if you haven’t yet seen your doctor in person, you won’t be able to message them through myAurora until after your first visit.
- Your appointment type didn’t qualify as a “face-to-face” visit – not all appointment types are counted as in-person visits in our system. For example, you may have seen a doctor in an outpatient hospital setting, as opposed to an office visit. In that case, you would not be able to message them through myAurora and would need to contact them via phone.
- You haven’t seen your doctor 18 months – if it’s been more than 18 months since you’ve seen your doctor, you won’t be able to message them through myAurora. You’ll instead need to call their office, and you may need to set up an appointment for follow-up care.
Keep in mind that you can always message your primary care doctor through myAurora, no matter how long it’s been since you’ve last seen them.
See all email and messaging FAQs
#4: Why is my account disabled?
If you’re unable to sign in to your myAurora account, or if you’re receiving an “account disabled” message, it could be because:
- You’ve entered incorrect sign in information too many times in a row. Our system only allows five failed attempts before locking you out. These attempts are cumulative, so if you try to sign in Monday then try four more times on Friday, it will still ‘count’ as five failed attempts. This is true no matter how much time has passed between sign in attempts.
- Your browser has saved an outdated password. Try typing your password instead of using the saved autofill password.
- Your password or username is incorrect. You may be typing in the wrong username and/or password when trying to sign in. Try using the Forgot Username? and Forgot Password? links beneath the Sign In button to reset or recover your information.
See all username, password and security FAQs
#5: Why is my account blank?
There are two reasons you might see missing information in your myAurora account:
- You’re a new patient – once you have your first appointment with an Aurora primary care doctor, she or he will help get your medical records transferred to our system.
- Your account info doesn’t match your medical records – if the name on your medical records is Melissa, and the myAurora name you registered with is Missy, the system may not recognize the match. If you registered with the wrong name or information, call Customer Service at 855-624-9366.
See all missing information FAQs
#6: Why can’t I see my test results?
If you can’t see your test results in myAurora, it could be because:
- Your tests haven’t been released by your doctor yet – depending on the type of test, it could take up to two weeks to get the results. If you feel too much time has passed and your results are still missing, contact your doctor’s office or clinic directly.
- You had a type of test that can’t be released online – certain types of tests are never viewable in myAurora due to their sensitive nature. These include HIV test results, stress tests, echocardiograms, tests for Huntington’s disease, procedures marked “confidential” and procedures that have been transferred from other electronic records.
- Your test was actually a procedure – some tests are categorized as “procedures” in our system. This means they won’t show up in the test results section of myAurora. If you’re not sure if you had a procedure or a test, contact your doctor’s office or clinic.
- Your test results include scanned images – if your results include scanned images like X-rays, the images won’t be viewable in myAurora. Contact your doctor’s office directly to obtain copies of images scans.
- You had tests taken at a hospital. In myAurora, hospital test results are filtered out by default. To view hospital test results, check the “Show Hospital Results” box on the Test Results page in your myAurora account.
See all test results FAQs
#7: How far back does myAurora go?
If you’re an Aurora patient, myAurora will display your most recent medical records – usually from the past several years. If you’re looking for medical records but don’t see them in your myAurora account, you can request medical records here
#8: Why do I need to sign a proxy form if I’m the Power of Attorney?
Even if you have Power of Attorney, proxy access is still needed to view your dependent’s medical records in myAurora.
To request proxy access for your minor dependent, sign in to your myAurora account and click the Request access to your child’s record quick link in the right-hand nav bar.
See all proxy/dependent care FAQs
#9: How can I follow up with the doctor from my E-Visit?
If your primary care doctor is on-call during your E-Visit, you may complete your visit with them.
If you see another doctor, it’s still a good idea to follow up with your primary care doctor. They’ll have access to your E-Visit records and can make recommendations for follow-up care based on their knowledge of your health history.
See all E-Visit FAQs
#10: How can I see the accounts I’m proxy for in myAurora?
- Sign in to myAurora
- In the top navigation bar to the right of the myAurora logo, you’ll see a series of colored icons
- Mouse over the icons until you see the name of the person whose account you’d like to view
- Click on that person’s icon to be directed to their account and view their information
See all proxy/dependent care FAQs
Still have questions?
See all FAQs or email the myAurora Support Team at myAuroraSupport@aurora.org. You can also call us toll free at 855-624-9366.