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MyNM Frequently Asked Questions

Enrollment Questions 4

What is MyNM? 4

Can I access MyNM from a desktop computer? 4

Should I use MyNM in an urgent situation? 4

Is there a fee to use MyNM? 4

How do I sign up for a MyNM patient account? 4

What happened to NM MyChart? 5

What is an Access Code? 5

What should I do if my access code is disabled or does not work? 5

Is my Access Code my username? 5

I've never had an appointment with a Northwestern Medicine provider. Can I sign up for MyNM? 6

What should I do if I have more questions about enrollment? 6

About the MyNM App 6

What is the MyNM app? 6

What password do I use to log in to the MyNM app? 6

Your Medical Record 7

When will I see my test results in MyNM? 7

Are all test results shared electronically via MyNM? 7

Why can I see upcoming tests that haven’t been scheduled yet? 7

Why is some of my health information in MyNM incorrect or missing? 7

When I update my medications and allergies, does that automatically go into my medical record? 8

How do I send a message to my healthcare provider? 8

If I send a message to my provider or nurse, when can I expect a reply? 8

Why can’t I see my healthcare provider in the list of available providers to message? 8

Can a healthcare provider be removed from my list of providers to message? 8

Can I send an image or video attachment via MyNM message to my healthcare provider? 9

I use another patient portal to see information from visits for one of my healthcare providers. Will that information be available to me in MyNM? 9

MyNM for My Family 9

Can I ask questions regarding a family member using my MyNM account? 9

Can my spouse and I share one MyNM account? 9

Can I view a family member's health record in MyNM? 9

What will I have access to as a proxy? 10

Can I remove someone who currently has proxy access to my account? 10

If someone has proxy access to my account, will they be able to see messages I send to my provider or nurse? 10

Managing My Billing Statements and Payments 10

What is MyNM Bill Pay? 10

How do I sign up for MyNM Bill Pay? 11

What bills are available to me in MyNM? 11

Can I apply my payment to specific statements? 11

Can I setup a payment plan in my MyNM patient account? 11

Who can view my MyNM patient account and make payments? 11

How is my credit card information stored? 12

How will I know when a new statement/bill is available? 12

Can I sign up for paperless billing? 12

What if I have questions about my bill? 12

Are there other ways to pay my bill? 12

Managing My Appointments 12

What is eCheck-In and how do I use it? 12

Is eCheck-In mandatory? 13

What if the Reason for Visit I need is not available for scheduling? 13

Why isn’t my healthcare provider listed in my options for scheduling? 14

Can I still request an appointment online if my healthcare provider or Reason for Visit is not available for scheduling? 14

What if the time or day(s) I need are not available? 14

My healthcare provider practices in two locations. Will I have the option to schedule with them in either location? 14

Where can I view a list of my scheduled appointments in MyNM? 14

Can I cancel an appointment using MyNM? 15

What happens when I confirm an appointment in MyNM? 15

eVisits 16

What is an eVisit? 16

How do I request an eVisit? 16

What is the charge for an eVisit? 17

Can I get a prescription during an eVisit? 17

Can I cancel my eVisit after the request has been submitted? 17

Managing My Profile 17

I forgot my username or password. How can I retrieve it? 17

I keep forgetting my password. Is there an easier way to sign in? 17

Where can I update my personal information, such as home address, email or password? 18

Security 18

Is MyNM secure? 18

What is your Privacy Policy? 18

Why does MyNM log me out periodically? 18

Technical Questions 19

What computer tools or applications do I need in order to use MyNM? 19

Why am I not receiving notifications when there are new messages or lab results sent to my account? 19

How do I add nm.org as a trusted email domain? 19

Can I access MyNM from my mobile phone or iPad/tablet? 20

Is MyNM always available? 20

Other 20

What if I still have unanswered questions? 20

 

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What is MyNM?

MyNM is a convenient way to manage your health care, allowing you to access your medical records, communicate with your care team, schedule an appointment, pay your bill and more. MyNM gives you secure access to your and your family’s health care at your fingertips.

Some of the tasks you can complete with MyNM include:

  • View your medical records
  • Communicate with your care team
  • Request prescription refills
  • Schedule, change and view your appointments
  • Register for an upcoming appointment through eCheck-In

For further information, please review the MyNM Terms and Conditions.

Please note that some MyNM features may not be available for care you receive in the hospital.

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Can I access MyNM from a desktop computer?

Yes, go to nm.org/mynm.

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Should I use MyNM in an urgent situation?

You should never use messaging in MyNM for urgent matters. If you are experiencing a life-threatening illness or injury, go to the nearest hospital emergency department or call 911.

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Is there a fee to use MyNM?

There is no cost for patients to use MyNM. Some features, like virtual visits or communicating with your provider, might have a fee associated.

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How do I sign up for a MyNM patient account?

There are several ways to enroll in MyNM.

Option 1: Respond to an electronic invitation to enroll in MyNM. Invitations expire after 24 hours. You may receive an invitation in the following circumstances:

  • When scheduling an appointment in an ambulatory or hospital outpatient location
  • During check-in for a hospital diagnostic appointment
  • When you complete certain lab tests at Northwestern Medicine
  • When COVID-19 test results are finalized and ready for view

Option 2: You should receive an access code on your After Visit Summary paperwork before you leave the office or upon hospital discharge.

Option 3: You can obtain an access code by visiting this MyNM enrollment page.

Option 4: Download the MyNM app and follow the instructions to enroll.

If you have questions, please contact the MyNM Help Desk at 855.HLP.MYNM (855.457.6966).

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What happened to NM MyChart?

NM MyChart features and functionality have now been incorporated into your MyNM patient account, MyNM powered by MyChart.

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What is an Access Code?

An access code allows you to quickly sign up for your MyNM patient account and link this new account to your existing medical record. Refer to the options above or click the link below to receive an access code.

Click here to request a new Access Code.

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What should I do if my access code is disabled or does not work?

For your security, your access code expires after 90 days and is no longer valid after the first time you use it. If you’ve already received an access code, but it is disabled, expired, or does not work, you may receive a new access code without contacting your healthcare provider.

Click here to request a new Access Code.

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Is my Access Code my username?

No, you will use the Access Code only once in order to log into MyNM for the first time. The access code will expire once you use it or after 90 days. During your initial MyNM login, you will be asked to create your own unique MyNM username and password, which you will use every time you log in.

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I've never had an appointment with a Northwestern Medicine provider. Can I sign up for MyNM?

In order to sign up for MyNM, you must be an established patient of Northwestern Medicine. You are considered an established patient if you’ve had an office visit with a Northwestern Medicine provider, a hospital outpatient appointment, or an inpatient stay at a Northwestern Medicine hospital.

If you are interested in setting up your first appointment with a Northwestern Medicine provider, please contact our Patient Services Center at 312.695.1920, TTY 312.926.6363, or complete the Request an Appointment form here.

Provider directory

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What should I do if I have more questions about enrollment?

Please call our 24/7 MyNM Help Desk at 855.HLP.MYNM (855.457.6966).

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What is the MyNM app?

The MyNM app makes your healthcare journey even easier to navigate from your mobile device, with additional features not available on your computer. There is no cost for the app.

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How do I get the MyNM app?

Text MYNM to 43506 to receive a link to the app or search “MyNM” in the App Store for iPhone or Google Play store for Android phones.

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What password do I use to log in to the MyNM app?

To log in to the MyNM app, use the same username and password that you set up for your MyNM patient account. If you forget your username or password, use the prompts on the MyNM app login page to reset your information. The MyNM app is a secure method to access medical information and pay medical bills. If you are not a current MyNM user, you may register as a new user in the app.

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When will I see my test results in MyNM?

Most test results are released to your MyNM patient account as soon as they become available to your healthcare provider.* Please allow 3 to 7 business days for results to be released. For tests performed while you were an inpatient at a Northwestern Medicine hospital or during an emergency department visit, results will be released to your MyNM patient account when you are discharged. 

Please keep in mind that your provider may not always have the opportunity to review your results before they are released to your MyNM patient account.

*For safety reasons, some results are not eligible for auto-release to your MyNM patient account. Please see below for more information.

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Are all test results shared electronically via MyNM?

Some test results are highly sensitive, and your healthcare provider will likely want to share them with you directly and discuss them with you before releasing them to MyNM. Please note that some historical test results from hospital stays and emergency department visits may not be available in MyNM. 

You are always able to request a paper copy of your medical records from our Health Information Management Department. For instructions, visit nm.org/medical-records-request.

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Why can I see upcoming tests that haven’t been scheduled yet?

The Upcoming Tests and Procedures activity is a compilation of all current tests or procedures ordered for you by your healthcare provider. These orders may require action on your part or could be scheduled at an external facility that is not integrated into MyNM. If upcoming tests and procedures are scheduled at a Northwestern Medicine facility, they should display in your upcoming appointments activity.

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Why is some of my health information in MyNM incorrect or missing?

Your MyNM information comes directly from the electronic medical record maintained by your healthcare provider's office. Your health information is reviewed and updated in your electronic medical record during each visit. If information is missing, talk to your healthcare provider about correcting or adding health information in your record at your next visit.

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When I update my medications and allergies, does that automatically go into my medical record?

While you can submit an update to your medications and allergies at any time, the information will be reviewed and updated in your record at your next visit with Northwestern Medicine.

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How do I send a message to my healthcare provider?

Once you’re logged in to MyNM, hover over the Messaging tab and select Ask a Question. You should see a dropdown menu of providers with whom you have had an office visit in the last 3 years or whom you will see within the next month. Once you select the appropriate provider, you can choose your subject from the list of options.

To send a message using the MyNM app, log in and tap the Messages tile from the dashboard. On the next screen, select the green Send a message button, and follow the onscreen directions. Be sure to add a recipient for your message in the “To” section, as well as a subject.

A fee may be charged messages related to a new request for medical care. Messages that address office visits in the past seven days or are about an upcoming procedure, test results, referral, prescription refill or other follow up care will not be charged.

Please remember that MyNM messages are meant for non-urgent questions only.

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If I send a message to my provider or nurse, when can I expect a reply?

You will generally receive an answer within 2 business days during regular business hours.

Please note that MyNM should not be used for urgent situations. If you need immediate assistance from your provider, please their office. If you are experiencing a life-threatening emergency and need immediate attention, please go to the nearest emergency department or call 911.

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Why can’t I see my healthcare provider in the list of available providers to message?

In general, you are only able to message those providers with whom you have had an office visit, procedure visit, hospital visit or virtual visit in the last 3 years or with whom you have an appointment scheduled up to 1 month in the future. 

You will not be able to message specific providers for encounters other than those listed above.

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Can a healthcare provider be removed from my list of providers to message?

MyNM does not allow you to change the list of providers you are able to message. Providers will automatically disappear from your list if you have not seen them nor communicated with them in 3 years.

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Can I send an image or video attachment via MyNM message to my healthcare provider?

Yes. MyNM messaging functionality allows you to attach an image, video or PDF document to a message and send it to your provider securely. You may submit up to 3 attachments in a message. Attachments that you send via MyNM will automatically be stored in your permanent electronic medical record. Attachments cannot exceed file size or video length limits, which are subject to change. You can view these limits by hovering over or selecting the question mark icon at the bottom of the screen.

To add an attachment to your message, simply select the Browse button at the bottom of the new message screen and navigate to the file you would like to attach. Once the file is attached, you will see a preview at the bottom of the screen. There, you will be able to add a label to describe the attachment.

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I use another patient portal to see information from visits for one of my healthcare providers. Will that information be available to me in MyNM?

MyNM allows you to link your account with a similar account from other participating health systems outside of Northwestern Medicine. Talk to your provider for more information.

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Can I ask questions regarding a family member using my MyNM account?

No. MyNM offers direct access to your personal health record, and communicating about another individual’s information must be done from that family member’s MyNM patient account to ensure the correct information appears in each individual’s account.

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Can my spouse and I share one MyNM account?

No. Due to the sensitive nature of medical information, each adult must establish their own MyNM account.

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Can I view a family member's health record in MyNM?

When a parent, legal guardian or other caretaker accesses another patient’s account in order to help them manage their health care, it is called “proxy” access. A signed consent form is required to grant proxy access. Follow the links below to complete the correct consent form and then turn it into the correct healthcare provider’s office for review and approval.

If you request access for another adult (18 years and older) or an Adolescent (12 to 17) patient’s MyNM patient account, the patient’s signed consent will be required in order to be granted access. If you cannot obtain the adolescent's approval, a parent or guardian can submit a request for a minor proxy account that will have limited access.

Download and print the form that is applicable for you:

Proxy Consent Form – Minors 
Proxy Consent Form – Adolescent
Proxy Consent Form – Adults

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What will I have access to as a proxy?

Adult Patients (18yrs +): 
If you have proxy access to an adult patient, you will have access to everything the patient would have access to in their own account. Please keep in mind that the patient can revoke your access at any time if they so choose.

Minor Patients
Age 0-11:  If you have proxy access to a child age 11 and under, you will have access to their full MyNM patient account.

Age 12-17:  State and Federal law restricts parental access to certain medical information for minors ages 12-17. If you have proxy access to child in this age range, you will have partial access to your minor’s MyNM patient record. This includes upcoming appointments, appointment requests, immunizations, allergies, billing information, growth charts and messaging. Full access can be granted to you, if your child provides their signature granting this permission.

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Can I remove someone who currently has proxy access to my account?

Yes. You may “revoke” proxy privileges to your account at any time by going to Family Access Settings under My Family’s Records >Who Can View My Account? Select the applicable Proxy and click on “Revoke Access." This change will take effect immediately.

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If someone has proxy access to my account, will they be able to see messages I send to my provider or nurse?

You can manually disable messages sent to your doctor’s office from proxy viewing when sending the message.

To prevent proxy review, remove the check from the box next to the “All others with access to *YOUR NAME* at this time” from the message review section.

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What is MyNM Bill Pay?

Similar to the online bill pay option available on NM.org, MyNM Bill Pay provides MyNM patients easy-to-use and secure access to statement details and online bill payment options.

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How do I sign up for MyNM Bill Pay?

The Bill Pay feature is automatically available after you register for your MyNM patient account. No sign up needed.

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What bills are available to me in MyNM?

MyNM Bill Pay provides you access to bills from visits to any Northwestern Medicine facility.

If you do not see a bill reflected in your MyNM patient account please visit mybill.nm.org for more options.

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Can I apply my payment to specific statements?

Yes. When accessing MyNM Bill Pay, your online statement will be pre-populated with the Amount to Pay and the Total Amount Due. When making a payment, you will have the option to select the account to which you wish to apply your payment. If no account is specified, your payment will be applied to the oldest balance on file.

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Can I setup a payment plan in my MyNM patient account?

Yes. By navigating to the Account Details page within your guarantor account (Billing tab > Billing Account Summary > See Account Detail), you can create a recurring monthly payment plan. To be eligible to enroll in a payment plan, you must have a minimum Amount Owed of $25.01 and a monthly payment amount of $25.00 or greater. The maximum number of payments allowed is thirty-six (36). If you currently have a payment plan setup, you will not be allowed to create another payment plan in MyNM (this will be stated in your Account Details page if it applies to your account).

Once created, your monthly payments will be automatically deducted on the specified date from the credit card you selected. MyNM does not allow the creation of manual payment plans at this time.

After creating your payment plan, you will have the option to terminate the payment plan at any time (Account Detail > Edit Plan > Terminate Plan > End Plan). Note: After terminating your payment plan, you will owe the full amount due on your next statement.

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Who can view my MyNM patient account and make payments?

The patient or the patient's designated guarantor, as well as any adult proxies assigned by the guarantor, can access a patient's MyNM patient account and bill pay information. For instance, when a bill is created for a child in MyNM, the parent who is the designated guarantor can view the child's MyNM patient account and pay the bill. To provide access to the second parent, the parent who is the guarantor should designate the second parent as a proxy. Any adult who is not a designated guarantor or proxy will not be able to access the child's MyNM patient account.

If a teen proxy is established and the teen is listed as the guarantor, the patient's MyNM patient account will not be accessible to either parent. Parents can only view their children's MyNM patient account when they are the designated guarantor or listed as a proxy.

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How is my credit card information stored?

Your credit card information is stored and saved in Trust Commerce, a trusted payment and risk management provider that manages all online payment processing for Northwestern Medicine. Trust Commerce is a payment card industry (PCI) compliant provider.

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How will I know when a new statement/bill is available?

MyNM will send you an email when a new statement is available. You will need to log into your MyNM patient account on a desktop computer or on your phone using the MyNM app to see the details of your new statement.

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Can I sign up for paperless billing?

Yes. To go paperless, you must agree to receive email notifications (Profile>Communications>Billing). MyNM will send you an email when a new billing statement is available.

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What if I have questions about my bill?

If you have questions about your bill, you can send a message through MyNM. Log in to your account and select the Billing tab. All billing-related messages sent using MyNM will be answered within 7 business days. If you have a question that requires immediate attention, please call 855.286.2861 to speak with a Patient Service Representative.

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Are there other ways to pay my bill?

Visit mybill.nm.org for payment options or tap the Billing tile from the dashboard in the MyNM app.

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What is eCheck-In and how do I use it?

You can complete various appointment-related tasks from the comfort of your own home by using eCheck-In. With eCheck-In, you can:

  • Pre-authorize co-pays using a credit or debit card of your choice
  • View and pre-pay an estimate for a hospital outpatient appointment
  • Verify or update insurance and demographic information
  • Verify or update medications and allergies information
  • Answer appointment-related questionnaires

To complete eCheck-In, navigate to your Upcoming Appointments page and select one of your upcoming appointments. If your appointment is enabled for eCheck-In functionality, you will see a section header for “eCheck-In” and a button asking you to update your information.

If your appointment is enabled for check-in at a Welcome kiosk upon arrival, you will be provided with a QR code at the completion of eCheck-In. The QR code can be scanned at the Welcome kiosk to notify the department of your arrival and complete your on-site check-in.

Is eCheck-In mandatory?

Completing the eCheck-In activity is voluntary. This service will save you time at your appointment and allow for a touchless registration process, but it is not required. To register upon arrival for your appointment instead, please arrive 15 minutes early to complete required paperwork.

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What if the Reason for Visit I need is not available for scheduling?

Not every Reason for Visit is available for scheduling in MyNM at this time. The following considerations may prevent a Reason for Visit from being scheduled:

  • Patients who are new to a specialty may need to call and speak to a scheduler in order to establish a new relationship with a provider. The schedulers can take into account certain insurance coverage issues and provider specializations to help you select the clinician most suited to your needs. Please refer to our provider directory for more information or to find a provider.
  • In general, visits that require pre-work such as labs or procedures will require you to call and make your appointment.
  • Vaccinations may not be available for scheduling in MyNM, as supplies may be limited and availability must be verified before scheduling your appointment.
  • If your visit is for more than one reason, there may be special duration considerations that must be handled by a scheduler.
  • Some pre-operative and post-operative visits have very specific timing restrictions.

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Why isn’t my healthcare provider listed in my options for scheduling?

Not all areas or specialties participate in MyNM scheduling. We are currently working to expand our list of available specialties.

If no providers are appearing for the appointment you are trying to schedule, you likely have not seen a provider within that specialty in the last 3 years. In this case, you are considered a “new” patient and may have to call to complete the scheduling process. You can contact one of our schedulers directly at one of the locations listed in our provider directory, or in the Find a Doctor tool in the MyNM app.

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Can I still request an appointment online if my healthcare provider or Reason for Visit is not available for scheduling?

If your provider, Reason for Visit or specialty isn’t an option for scheduling on MyNM, you still have the option to Request an Appointment using MyNM by logging in, selecting the Visits tab, and selecting Schedule an Appointment. All appointment requests submitted through this feature are sent to our scheduling team who will review your request and follow up via MyNM message or phone call to confirm availability with you.

You may also call to make your appointment with one of our schedulers. Please contact one of our schedulers directly through our provider directory.

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What if the time or day(s) I need are not available?

In general, MyNM displays the most up-to-date availability for your healthcare provider. If you feel you need to be seen sooner than what is showing in MyNM, please contact our scheduling team so they can discuss the reasons for your visit and determine if there is any other action that can be taken. To make an appointment by phone, please call our schedulers directly by using our provider directoryPlease remember, if this is a medical emergency and you are in need of immediate care, please dial 911 or go to your nearest hospital emergency department.

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My healthcare provider practices in two locations. Will I have the option to schedule with them in either location?

Yes. If your provider practices in multiple locations, each will appear as a scheduling option. You will have the option to choose your desired location and then search for availability based on that selection.

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Where can I view a list of my scheduled appointments in MyNM?

You can view a complete listing of your scheduled appointments with Northwestern Medicine by logging in from a desktop computer, going to the Visits tab on your main account menu and selecting Upcoming Appointments. In the MyNM app, log in and tap the Appointments tile from the dashboard.

Appointments scheduled over the phone or online will be visible in the Upcoming Appointments page, with the exception of Interventional Radiology appointments or appointments scheduled in our Executive Health Department.

Alternatively, you can download your personalized Northwestern Medicine Visitor Guide, which will provide you with an overview of your Northwestern Medicine itinerary, a complete listing of your scheduled appointments, and all visit instructions for each appointment in a .pdf format. You can download the Visitor Guide by logging in to MyNM, going to the Appointments and Visits tab on your main account and selecting Download the Visitor Guide.

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Can I cancel an appointment using MyNM?

Yes. There are no restrictions or fees associated with canceling your appointments, but you will be asked to share the reason for your cancellation. All cancellations done through MyNM will process immediately — no additional follow-up is needed. 

If you wish to cancel an appointment using a desktop computer, please go to the Visits tab at the top of your account screen, select Upcoming Appointments, select the specific appointment that you would like to cancel, and then complete the process by selecting the Cancel Appointment button at the bottom of your screen.

If you wish to cancel an appointment using the MyNM app, log in and tap the Appointments tile from the dashboard. Tap the appointment you wish to cancel, and select the Cancel option from the following screen.

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What happens when I confirm an appointment in MyNM?

Confirming an appointment in MyNM acknowledges that you are aware of your upcoming visit and plan to keep the appointment. Confirming your appointment also stops any additional appointment reminders from being sent to you via email or phone for that specific appointment.

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If I am on the wait list for an appointment, how will I be notified if an earlier appointment becomes available?

A Fast Pass offer will be sent to you through email or text message notifying you of an earlier appointment that matches the appointment you are currently on the wait list for. The Fast Pass offer will expire 60 minutes after it is sent to you. To accept or decline the offer, log in to MyNM and navigate to the visit details screen located in the Appointments and Visits activity. The details of your current appointment and the appointment being offered will be shown; please be sure to review the differences in the appointment details (date, time and provider). If you accept the Fast Pass offer, your appointment will automatically be rescheduled to the offered appointment. If you decline the Fast Pass offer or if your offer has expired, you will still be eligible for future Fast Pass offers if additional appointments become available.

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How do I remove myself from the wait list if I am no longer interested in an earlier appointment?

Log in to MyNM and navigate to the Visit Details screen located in the Appointment and Visits activity. From here, you can select remove yourself from the wait list. Once you have been removed from the wait list, you will no longer be eligible for Fast Pass offers for that appointment.

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How do I manage my preferred communication preferences?

Log in to MyNM and navigate to the Communications activity, located under the Profile tab. From here, you can select which communication platform (email, text message, MyNM, phone or mail) you prefer. You can vary the types of communication you receive for each type of notification. You can also opt yourself out of certain communications through this page or by managing push notification settings on your mobile device.

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What is an eVisit?

An electronic visit, or eVisit, lets you communicate online with a Northwestern Medicine provider through an exchange of messages. An eVisit is not a face-face interaction with a healthcare provider, either by video or in person. Currently, eVisits are only available for Dermatology topics.

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How do I request an eVisit?

Using a computer, log in to your MyNM patient account and go to the Messaging tab. Select eVisit from the dropdown list. You will fill out an online questionnaire and receive an electronic response within 1-2 business days from the provider to discuss your symptoms.

eVisits are not currently available within the MyNM app.

To qualify for an eVisit, you must:

  • Have a Northwestern Medicine MyNM patient account
  • Have been seen by a Northwestern Medicine dermatologist in the past 3 years
  • Agree to the eVisit terms and conditions
  • Submit a credit card for authorization and potential payment

You may request an eVisit only for advice on non-urgent conditions. If you have a medical emergency, go to the nearest emergency department or call 911.

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What is the charge for an eVisit?

The charge for an eVisit is $60. This fee will be preauthorized with the credit card you provide. If a provider is unable to treat you for your condition through the eVisit, you will not be charged.

Does my insurance cover this service?

At this time, Northwestern Medicine does not bill insurance for an eVisit.

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Can I get a prescription during an eVisit?

Your healthcare provider will review your medical record and responses to the eVisit questionnaire and provide a treatment plan. You may be prescribed medications. The provider conducting the eVisit will address refill requests as appropriate. You may be directed to submit the refill request to the prescribing provider.

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Can I cancel my eVisit after the request has been submitted?

Once you have submitted your request, you will be unable to cancel it. The request is sent to one of our Northwestern Medicine providers, who will review the information and develop a response.

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Managing My Profile

I forgot my username or password. How can I retrieve it?

If you have forgotten your username or password, you can reset it by following these steps:

  • Click on the Forgot My Username or Forgot My Password link. These links are located directly underneath the boxes where you enter your login information.
  • You will be asked to verify a few pieces of information.
  • For username recovery, we will send your username to the personal email address we have on file for you.
  • For forgotten passwords, MyNM will prompt you to reset your password to something new once you verify your information.

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I keep forgetting my password. Is there an easier way to sign in?

When accessing MyNM on a desktop computer, you may only sign in using your username and password. Depending on your mobile device, additional options may be available using the MyNM app, such as logging in with a pin number, a fingerprint or a face scanner.

Apple devices with TouchID and FaceID, as well as various Android devices are supported. First, log in with your username and password, and select the option on the login screen to save your username. Then, visit the Settings page by opening the menu and clicking the gear icon. Select MyNM Settings to view and enable the alternative sign-in options compatible with your phone.

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Where can I update my personal information, such as home address, email or password?

Log in to MyNM using a desktop computer and hover over the My Profile tab. To update your home address or other demographic information, select Personal Information. To update your account password or security question, select Security Settings.

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Is MyNM secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs and passwords. Each person controls their password, and their account cannot be accessed without that password. Furthermore, MyNM uses the latest 128-bit SSL (Secure Socket Layer) encryption technology to encrypt your personal information, such as username, password and account information, over the internet. Any information provided to you is scrambled and decoded once it reaches your browser. This is the same security used by the online banking industry. Unlike conventional email, all MyNM messaging is done while you are securely logged on to our website. The MyNM app uses these same levels of security.

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What is your Privacy Policy?

MyNM is owned and operated by Northwestern Medicine and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address are treated with the same care and privacy given to your health records, and will never be sold or leased by MyNM. You may view the organization’s Notice of Privacy Practices by requesting a copy from your healthcare provider’s office or going to nm.org.

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Why does MyNM log me out periodically?

Our goal is to protect the privacy and security of your information. If your keyboard remains idle for 20 minutes or more while logged in to MyNM, you will be automatically logged out. We recommend that you log out of your MyNM session if you need to leave your computer for even a short period.

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What computer tools or applications do I need in order to use MyNM?

You need access to a desktop computer that is connected to the internet and has an up-to-date browser (such as Internet Explorer, Chrome, Firefox, Edge or Safari).

Web browser guidelines:

  • Internet Explorer 11.0
  • Mozilla Firefox 70 and above
  • Safari 13
  • Google Chrome 78 and above

Operating system guidelines:

  • Windows XP, 7, 8, 8.1, and 10
  • OS X 10.6 to 10.15
  • Please note, Northwestern Medicine recommends these guidelines. If you use a browser or operating system not listed above, the website may still work but some features may not be available.

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Why am I not receiving notifications when there are new messages or lab results sent to my account?

First, please verify that you have the correct email address listed for receiving MyNM notifications. To do this, after logging in to MyNM, go to the My Profile tab and select Demographics. Scroll down the page until you reach the Contact Information heading; confirm that your correct email address is listed. If the email address listed is correct, then check your email spam or junk folder. MyNM notifications will be sent from no-reply@nm.org.

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How do I add nm.org as a trusted email domain?

To ensure that your MyNM email messages are not sent to your spam or junk folder, you can do one of the following:

  • Add no-reply@nm.org and helpdesk@nm.org to your email contact list
  • Adjust your email filters to receive emails from trusted email domain nm.org. Contact your email provider for assistance with adjusting your filters, if necessary.

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Can I access MyNM from my mobile phone or iPad/tablet?

Yes. MyNM can be accessed securely from your mobile phone by downloading the MyNM app. To download the MyNM app, text “MyNM” to 43506, or search for MyNM in the App Store for iPhone or Google Play for Android.

 

On an iPad or tablet, we recommend accessing MyNM from a browser like Safari or Chrome by visiting myc.nm.org.

 

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Is MyNM always available?

Northwestern Memorial HealthCare does not guarantee users will be able to access MyNM at any particular time. MyNM may not be available to users due to system failures, backup procedures, maintenance or other causes beyond the control of Northwestern Memorial HealthCare. Access is provided on an as-is, as-available basis.

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What if I still have unanswered questions?

Our support team is available 24 hours a day, 7 days a week. Contact them at 855.HLP.MYNM (855.457.6966). 

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