Missing Information FAQs


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

  • Are you a new patient of BayCare Clinic?
    If you are, welcome to BayCare Clinic! We don't have your information yet, but we can get it at your first appointment. Request an appointment online today!

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

Why is my account blank?

There are two reasons you might see missing information in your myBayCare account:

  1. You’re a new patient — Once you have your first appointment  (this includes providers at either BayCare Clinic or Aurora Health Care), he or she will help get your medical records transferred to our system.
  2. Your account info doesn’t match your medical records — If the name on your medical records is Melissa, and the myBayCare name you registered with is Missy, the system may not recognize the match. If you registered with the wrong name or information, contact the myBayCare support team by clicking here.


I can’t see my X-Rays, MRIs, or other images that were taken at a BayCare Clinic facility. What should I do?

At this time, myBayCare doesn’t display images. If you’d like to request images from a scan or a test, message your doctor’s office through the Message Your Provider feature available in myBayCare (Messaging > Message Your Provider).


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

myBayCare 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 myBayCare.


My test results are missing in myBayCare. Why?

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

  • You had your tests performed at another health system besides BayCare Clinic.
  • You had your tests taken at a hospital. Hospital test results are filtered out in myBayCare 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 myBayCare. You’ll receive an email notifying you when your results are available to view in myBayCare.

I received a message stating that I had a test result ready for viewing, but when I sign in to myBayCare 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 myBayCare accounts to a single email address, the message may relate to any one of their myBayCare accounts. For example, if a husband and wife share an email address and they both have myBayCare 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 myBayCare 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 myBayCare:

  • 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 myBayCare
  • From the Profile menu, select Personalize.
  • 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 Edit button.

Due to state and federal regulations as well as corporate policy, BayCare Clinic limits online access to 12–17-year-olds’ patient records. For children 12–17, myBayCare will only allow you to view immunizations, allergies, family history and past appointments as well as message your dependent’s provider. However, after visit summaries for any visit, medication lists or the ability to request refills for your dependent aren’t available.


Still have questions?

You can also email the myBayCare Support Team or call us toll free at 1-855-642-6903.