Error: Please enable cookies to log in to MyAHS Connect.

MyAHS Connect Frequently Asked Questions

Questions about signing up
What is MyAHS Connect?
Do I have to pay to use MyAHS Connect?
How do I sign up?
Where can I get help and support?
What do I do if I forget my password or want to change it?
Your health information
When can I see my test results in MyAHS Connect?
Why can’t I see all of my test results in MyAHS Connect?
What do I do if some of my health information is wrong?
If I send a message to my doctor, when can I expect a reply?
Other’s health information
Can I see a family member's health record in MyAHS Connect?
Will I be able to see my children’s information through MyAHS Connect?
Can I ask questions about a family member from my own MyAHS Connect account?
Can my spouse and I share a MyAHS Connect account?
My personal information
Where can I update my home address, email, phone number, and other personal information?
Can I deactivate my account?
What happens to a patient’s account if they die?
Is there any other reason that access to MyAHS could change?
Can a patient get full access to their MyAHS Connect account after getting a third warning?
Technical Questions
What does AHS do to make MyAHS Connect secure?
What can I do to keep my MyAHS Connect account secure?
What is your privacy policy?
I was logged out of MyAHS Connect, what happened?
What do I need to use MyAHS Connect?
Are MyAHS Connect Video Visits private?
Do I have to pay to use MyAHS Connect Video Vists?

What is MyAHS Connect?

MyAHS Connect is a secure, online tool that lets you see some of your Alberta Health Services’ (AHS) health information.

MyAHS Connect lets you:

  • see personal health information including test results, immunizations, and medications
  • see past and upcoming appointments
  • request prescription renewals (when prescriptions need to be filled or are expired)
  • send messages to and receive messages from your healthcare team
  • add images, documents, and videos to your record
  • have access to trusted health information resources
Return to Top

Do I have to pay to use MyAHS Connect?

MyAHS Connect is a free service.

Return to Top

How do I sign up?

To sign up for MyAHS Connect, you need:

  • to be at least 14 years of age
  • a valid Alberta Driver’s License or Alberta Identification Card (with a current address)
  • an Alberta Health Care number
  • an email account
  • access to the internet by computer, tablet or mobile device (such as a smart phone)
  • an active MyAlberta Digital ID account
  • a MyHealth Records account

When you visit an AHS health care facility that has launched with Connect Care, someone from your healthcare team will ask if you would like to sign up for MyAHS Connect.  If you’d like to sign up, they will give you sign up instructions or send it to you by email.  These instructions will give you a website link where you will need to enter your personal information to get access to MyAHS Connect.

For more information about getting a MyHealth Records account, visit:

https://account.alberta.ca

Return to Top

Where can I get help and support?

Once you have access to your own MyAHS Connect account, there is a MyAHS Connect User Guide and other helpful tip sheets available in the Resources section of the menu.

If you are unable to find an answer to your question or need help setting up your account, call the support line at 1-844-401-4016. The Support Line is available 8:15 am to 4:30 pm Monday to Friday. It is not available evenings, weekends or statutory holidays.

The support line can help you:

  • set up or use your MyAlberta Digital ID Account
  • set up or use MyHealth Records
  • use MyAHS Connect
  • contact Health Link if you have questions about your health information and would like to speak to a registered nurse
Return to Top

What do I do if I forget my password or want to change it?

To reset or change your password:

  • go to the MyAlberta Digital Identity website - https://account.alberta.ca
  • call the support line at 1-844-401-4016, Monday to Friday 8:15 am to 4:30 pm. The Support line is not available evenings, weekends or statutory holidays.
Return to Top

When can I see my test results in MyAHS Connect?

Most test results are released into MyAHS Connect as soon as they are available. Other results take several days to weeks, to show up within MyAHS Connect. Results may also be delayed if your doctor feels a face-to-face explanation is required. Some results are not released into MyAHS Connect. If your test results do not appear in MyAHS Connect within a reasonable time period, please contact your provider.

Return to Top

Why can’t I see all of my test results in MyAHS Connect?

Some test results may be given directly to your healthcare provider. If you don’t see a test result that you’re looking for, contact your healthcare provider or make an appointment.

Return to Top

What do I do if some of my health information is wrong?

Your health information in MyAHS Connect comes directly from your electronic medical record with Alberta Health Services. If you see any wrong information in MyAHS Connect, ask your healthcare provider to correct it at your next appointment.

Your health information is reviewed and updated in your electronic medical record each visit.

You can also update your health and personal information when you check in for an upcoming appointment (called eCheck-In).

Return to Top

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

You will likely get an answer within 5 business days. Please note that MyAHS Connect should not be used for urgent situations.

  • If you need urgent care, contact your medical centre.
  • If you have an emergency, call 911.
Return to Top

Can I see a family member's health record in MyAHS Connect?

Current MyAHS Connect users can access the health information of another person, typically a family member, who also has a MyAHS Connect account. This is done through a process called "proxy access".

For more information about requesting and granting proxy access, please refer to the MyAHS Connect resources. This is found in the menu; Resources -> MyAHS Connect Resources.

Return to Top

Will I be able to see my children’s information through MyAHS Connect?

Yes. Parents, guardians or authorized representatives can request proxy access to the health information of children who are under 18. Youth 14 or over who have an Alberta government-issued identification card will also be eligible for their own MyAHS Connect accounts.

Please refer to ”Requesting Proxy Access: Parents/Guardians of Minors” for more information. This is found in the menu; Resources -> MyAHS Connect Resources.

Return to Top

Can I ask questions about a family member from my own MyAHS Connect account?

No, questions about another family member should be directed to that family member’s healthcare team. Any information you send to your healthcare team will become part of your permanent medical record.

If you have proxy access to a family member’s account, you can send a medical advice request to their healthcare team on their behalf.

Return to Top

Can my spouse and I share one MyAHS Connect account?

No, you will each need to sign up for your own MyAHS Connect account. Each MyAHS Connect account is linked to a personal health number that is unique to each Albertan.

Return to Top

Where can I update my home address, email, phone number, and other personal information?

You can update your address, phone number, email address, and other personal details at any time so that your clinic always has the most up-to-date information in your record.

  1. Go to Account Settings -> Personal Information
  2. Click Edit in the section for the information you need to update.
  3. Confirm that your updated information is correct, and then click Save Changes
Return to Top

Can I deactivate my account?

You can deactivate your MyAHS Connect account in a couple different ways:

  1. Call the support line at 1-844-401-4016, Monday to Friday 8:15 am to 4:30 pm and speak to a support desk member. You can request that your account be deactivated.
  2. Log into MyAHS Connect. In the menu, go to Communication, select “Ask a Question”. Send a customer service question. Within the regarding field select “deactivate MyAHS Connect Account”.

Deactivation is not permanent; it can be reversed. Account information is not purged or deleted, rather access to the account is turned off.

Return to Top

What happens to a patient’s account if they die?

If a patient dies and they have a MyAHS Connect account, the system will automatically deactivate the account as of the date of death.

Return to Top

Is there any other reason that access to MyAHS Connect would change?

A patient’s MyAHS Connect account could be changed to view only access if misuse of the system has occurred.

Misuse is defined as:

  • Communication unrelated to their health care or containing profane language (i.e. swearing, vulgar language, etc.)
  • Communication of physical harm or threats to the healthcare team, facility, or, themselves.
  • Misuse of MyAHS Connect features which disrupt practice operations.

If it is determined that misuse of the system is happening, the healthcare team will discuss their concerns with the patient. At this point, a warning will be issued to the patient. If the behavior continues, then a second warning will be issued. The final and third warning will result in the patient losing the ability to use the interactive features of MyAHS Connect (i.e. requesting appointments, sending messages to the health team). The patient will have “view only” access to their health information. For example, they will still be able to see lab and test results.

Return to Top

Can a patient get full access to their MyAHS Connect account after getting a third warning?

If you have any questions or concerns about your access changing to view-only, contact Patient Relations at 1-855-550-2555.

Return to Top

What does AHS do to make MyAHS Connect secure?

The security of your personal information is important to us. Your information is kept secure using the most up-to-date industry best practices for information security.

  • Only you and authorized healthcare providers can see your information.
  • All healthcare providers are trained in privacy and security.
  • We track every time someone looks at your personal health information.
  • Access to your MyAHS Connect account follows Alberta policy and laws related to health information privacy.

What can I do to keep my MyAHS Connect account secure?

Suspicious activity on your account.

If you think someone has used your MyAHS Connect account, contact the support line at 1-844-401-4016, Monday to Friday 8:15 am to 4:30 pm.

Sign in details-To protect your account:

  • don’t share your MyAlberta Digital ID username and password with anyone
  • use a strong password that is easy for you to remember but hard for others to guess
  • use a different password from your other online accounts
  • change your password regularly
  • don’t let others see your computer screen if you use the 'show password' option
  • don’t send your password to anyone by email or text message
  • don’t tell anyone your email account password
  • always sign out of your account when you’re done using it
  • look for an “Extended Validation Certificate” indicator in your browser's address bar when using MyAHS Connect (this is usually a green box or padlock icon).

Computers in public locations

To protect your account when you use a computer in a public place (such as a library):

  • don’t let others see you enter your password
  • always sign out of your account when you’re done
  • clear the browser cache, cookies and history after you sign out

Your computer

To protect your account when you use your own computer:

  • install anti-virus, anti-spyware, firewall and anti-spam security software and keep them up to date
  • run regular scans for viruses
  • keep your system up to date
  • only download files from trusted websites
  • keep your internet browser up to date.

Your mobile device

To protect your account when you use your mobile device:

  • use a password or personal identification number (PIN) to secure your mobile device
  • install security software and keep it up to date
  • keep your operating system up to date
  • only download apps from approved sources
  • keep your internet browser up to date.
  • set the auto lockout on your mobile device to under 5 minutes

Scams and hoaxes

Scams and hoaxes attempt to get access to your personal information. There are many types of scams through email and phone. Some may even say they work for the government or other services you use.

To protect your information, don’t click on links in emails or text messages from anyone saying they’re from MyAHS Connect. MyAHS Connect will never send you a text, email or attachment with hyperlinks or web addresses. We will also never send you an email or text message asking for your username and password.

The messages you get in your MyAHS Connect Inbox are secure. It is safe to open links included in MyAHS Connect Inbox messages.

Return to Top

What is your Privacy Policy?

MyAHS Connect follows all federal and provincial privacy laws. Your name and email address are protected and will never be shared.

Return to Top

I was logged out of MyAHS Connect, what happened?

Protecting your privacy and security of your information is very important to us. If you don’t use your keyboard for 15 minutes or more while logged into MyAHS Connect, you will be automatically logged out.

We recommend that you log out of MyAHS Connect if you need to leave your computer for even a short amount of time.

Return to Top

What do I need to use MyAHS Connect?

You need access to a computer connected to the Internet and an up-to-date browser (such as Chrome, Edge, Firefox, Safari).

You can also access MyAHS Connect from a mobile device such as a smart phone or tablet.

  • "MyChart" for iOS and "MyChart" for Android are portable versions of MyAHS Connect that you can use to manage your health information on the go.
  • These are available through iTunes App Store for iOS devices or Google Play for Android devices.
  • Download and log-in to the app using your MyAlberta Digital ID username and password after you have successfully accessed MyAHS Connect from your computer.
Return to Top

Are MyAHS Connect Video Visits private?

MyAHS Connect Video Visits are private and secure. During your appointment, healthcare providers will only ask for personal or health information they need. This information is used only for your care and treatment, and other purposes allowed by law. They will keep this information private, which is the law under Alberta’s Health Information Act. This process is the same as when you come to the clinic or office for your appointment.

Zoom has a ‘Virtual Background’ option which lets you show an image or video as your background during a meeting. It’s important to see you and any others who are in the room with you. Please don’t use a Zoom ‘Virtual Background’ because it blocks the view.

Return to Top

Do I have to pay to use MyAHS Connect Video Vists?

We suggest that you contact your internet or cellular service provider to find out if there might be any fees from them if you use video calls, and avoid unexpected costs. Alberta Health Services is not responsible for these costs. The MyChart and Zoom applications are free. Clicking on the Zoom link won’t cost you anything.

Return to Top