Top 5 FAQs
#1: Why can’t I see my bills in myBayCare?
Within myBayCare, you’ll be able to view any bills for which you’re the guarantor (the person responsible for payment).
For instance, if you’re a BayCare Clinic 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 a BayCare Clinic patient (if you’re not an BayCare Clinic patient, you won’t see bills in myBayCare even if you are the guarantor for those bills)
#2: Why can’t I message my doctor?
There are a few reasons you may not be able to message your doctor through myBayCare:
- Your doctor doesn’t use myBayCare – if your doctor practices a higher-end specialty like oncology, cardiology or electrophysiology, they may not use myBayCare. To get in touch with a doctor who doesn’t use myBayCare, 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 myBayCare 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 myBayCare 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 myBayCare. 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 myBayCare, no matter how long it’s been since you’ve last seen them.
#3: Why is my account disabled?
If you’re unable to sign in to your myBayCare 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.
#4: Why is my account blank?
There are two reasons you might see missing information in your myBayCare account:
- You’re a new patient – once you have your first appointment with a BayCare Clinic provider, he or she 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 myBayCare 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 1-855-642-6903.
#5: Why can’t I see my test results?
If you can’t see your test results in myBayCare, 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 myBayCare 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 myBayCare. 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 myBayCare. Contact your doctor’s office directly to obtain copies of images scans.
- You had tests taken at a hospital. In myBayCare, 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 myBayCare account.
Still have questions?