If the AdventHealth app is not displaying your medical records, several factors could be causing this issue. Here’s how to troubleshoot and what you should know:

Common reasons and solutions:

- Incomplete Account Setup: Make sure you’ve fully completed your AdventHealth account setup. On the app's account homepage, scroll to “Finish Setting Up Your Account” and click “Complete Account Setup.” Follow prompts, including entering a personal activation code if you have one, or search for your records using your personal details if you don’t1.
- Recent Visits: If your visit was very recent, records may not yet be available in the app. Reports often require review and sign-off by your care provider before they’re released digitally1.
- Provider Participation: The AdventHealth app only connects visits and records associated with participating AdventHealth hospitals and providers. If your care provider or facility is not part of this system, your records might not show up1.
- Historical Records: Due to system upgrades or transitions (such as the migration to Epic/MyChart), some historical records may not appear in the app. For records not shown, you may need to request them through the Medical Record page or Health Information Management department5.
- Technical/System Changes: AdventHealth switched electronic medical record systems (e.g., to Epic/MyChart). If you previously accessed records via another system or through Apple Health, syncing might have stopped. You may need to use the AdventHealth app directly, as some third-party integrations (like Apple Health) may not support the new EMR yet3.
- Verification Steps: Account verification may require confirmation codes sent by text or call. Ensure you follow all security prompts during setup1.
- App Updates: Ensure your AdventHealth app is up to date. Outdated versions may not display the latest features or records7.
- Incorrect Data Entry: Double-check that you input your legal name, date of birth, and relevant information exactly as they appear in your medical records1.

Actions you can take:

- Contact Support: If after these steps you still don’t see your records, contact AdventHealth support via the app or their official website. Health Information Management can help correct incomplete or inaccurate information15.
- Request Records Directly: You have a right to access your full records. If you need historical or missing records, you can request them through AdventHealth’s medical records page or directly from their Health Information Management department58.
- Provider Communication: If the issue is with a specific visit or provider, ask your care provider if the report has been released to your account. Some results are only shared after provider review1.
- App Support Email: For technical issues, you can email AdventHealth app support at [email protected]7.

If you’re using a third-party platform (like Apple Health) and records aren’t syncing, the issue may be related to AdventHealth’s recent EMR changes. In such cases, access your records directly through the AdventHealth app3.

If further assistance is needed, reaching out to AdventHealth’s support teams or Health Information Management is recommended15.