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MyAdvocateAurora Frequently Asked Questions

What are MyAdvocateAurora and LiveWell with Advocate Aurora Health?

In April 2018, Advocate Health Care in Illinois merged with Aurora Health Care in Wisconsin. Together, as Advocate Aurora Health, we’ve created a combined patient portal experience. The MyAdvocateAurora patient portal makes it easier than ever to manage your health and access the care you need, when and where you need it.

When you download the LiveWell with Advocate Aurora Health app, you’ll find all of the features of MyAdvocateAurora plus additional wellness tools. You’ll also be able to manage appointments, medications and more for everyone who counts on you to manage their health and wellness.

For Advocate Patients

What happened to MyAdvocate and Dreyer MyChart?

MyAdvocate and Dreyer MyChart are now MyAdvocateAurora.

You can use MyAdvocateAurora and the LiveWell with Advocate Aurora Health app to make appointments, pay your bills, refill prescriptions and much more – just like you could in your MyAdvocate or Dreyer MyChart account.

MyAdvocate and Dreyer MyChart were retired. Now you’ll need to use MyAdvocateAurora or LiveWell to access your electronic health record.

What is MyAdvocateAurora?

MyAdvocateAurora is Advocate Aurora Health’s patient portal that makes it easier than ever to schedule appointments, message your doctor, view test results, pay your bills or renew prescriptions online. You can even use it to get convenient care with a virtual visit.

Where are my health records?

After-visit summaries for visits after December 1, 2018, are available in MyAdvocateAurora and the LiveWell with Advocate Aurora Health app. Any previous after-visit summaries are no longer available.

Can I still access MyAdvocate or Dreyer MyChart?

MyAdvocate and Dreyer MyChart were retired. You can no longer use these patient portals to manage your electronic health record.

How far back do health records go on MyAdvocateAurora?

MyAdvocateAurora and the LiveWell with Advocate Aurora Health app usually display your most recent health records from the last couple of years. You can request medical records through MyAdvocateAurora from the Health menu by selecting Download My Record, then Download Visit Records. You can also request medical records by email, by mail or at an Advocate Aurora Health facility.

How can I get help or more information?

Browse more FAQs on this page to start. If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

For Aurora Patients

What happened to myAurora?

You can think of MyAdvocateAurora as an expanded myAurora. Now people who see providers at Advocate Health Care facilities have access to the same electronic health record system you’ve been using for years – this means you have access to a whole new level of care in Illinois, too.

Can I still access myAurora?

No, MyAdvocateAurora completely replaced myAurora. If you had a myAurora account, your health records are already available in MyAdvocateAurora – you don’t need to do anything special to access them. If you do notice any missing information, check our missing information FAQs for help.

Can I still use the MyChart mobile app?

You can still use the MyChart mobile app, but there’s a brand new LiveWell with Advocate Aurora Health mobile app that’s now available on all Apple and Android devices. You can download it from the Apple App Store or from Google Play and start using it right now.

How far back do health records go on MyAdvocateAurora?

If you had a myAurora account, MyAdvocateAurora and the LiveWell with Advocate Aurora Health app will display your most recent medical records – usually from the past several years. If you’re looking for medical records but don’t see them in your MyAdvocateAurora account, request medical records through MyAdvocateAurora from the Health menu by selecting Download My Record, then Download Visit Records. Or you can request medical records by email, by mail or at an Advocate Aurora Health facility.

How can I get help or more information?

Browse more FAQs on this page to start. If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Getting Started with MyAdvocateAurora & LiveWell with Advocate Aurora Health

When should I use MyAdvocateAurora and the LiveWell with Advocate Aurora Health app?

They're a great way to manage your overall health. Use them to message your provider, get nonurgent medical advice, view test results, schedule nonurgent appointments, refill prescriptions, conduct virtual visits and more.

If you need same-day medical advice, please call your clinic directly. If you’re experiencing a life-threatening emergency, dial 911 immediately.

Where do I start?

Reading the FAQs is a good first step.

Once you’re ready to get started:

  • First, you’ll need to register for an account.
  • Enter the activation code provided during your visit – or if you don’t have an activation code, you can create an account by answering a few questions about yourself.
  • We’ll use your answers to connect your new account with your existing medical record.

Who can sign up for MyAdvocateAurora and LiveWell with Advocate Aurora Health?

Anyone 18 and older can sign up.

What if I don’t have an email account?

You will need an email account to access and receive updates through the system. If you don’t have an email address, you can create a free email account with Google, Yahoo and many other sites.

Can I access MyAdvocateAurora through my tablet or mobile device?

You can access MyAdvocateAurora through your mobile device by downloading the LiveWell with Advocate Aurora Health app. Go to the App Store (iOS) or Google Play (Android) to download the app.

You can download the app on your iPad as well as any Android tablet that has the Google Play store.

Download LiveWell for Android.

Download LiveWell for iOS.

Is the LiveWell app the same as MyAdvocateAurora?

Not exactly. You can think of the mobile app like a cardboard box. MyAdvocateAurora is just one of the things inside that box. But there are other things in it, too. Things like the Wellness information, health enews articles, health quizzes and more. And we’ll keep adding more new features in the future.

Will my mobile app automatically be updated to LiveWell?

You don’t have to do anything if your account is set up to automatically update apps. If you opt to manually update apps, you’ll need to go to the App Store (iOS) or Google Play (Android) to get the updated app – LiveWell with Advocate Aurora Health.

In the App Store, tap your profile icon and scroll down to see pending updates. You can choose to update this app separately or update all if you have other pending app updates. For Google Play, go to My apps & games, then either update this app or select update all if you have other pending app updates.

What are the computer system requirements for MyAdvocateAurora?

MyAdvocateAurora is supported by these browsers:

  • Microsoft Internet Explorer 11
  • Microsoft Edge (any version)
  • Firefox 33 or above
  • Chrome 38 or above
  • Safari 6.1 or above

If you use Internet Explorer 11, we support:

  • Windows 10
  • Windows 8.1
  • Windows 7 with Service Pack 1 (SP1)

If you use Safari 6.1, we support:

  • MacOSX v10.7 “Lion”

If you use our LiveWell mobile app, we support:

  • Apple devices running iOS 9.0 or above
  • Android devices running 5.0

Will all of my records be available when I register?

Many of your records should be available. However, there are times when some information may not appear. If you experience this, you can send us a message from your MyAdvocateAurora account (Messaging > Ask Customer Service) or call us toll free at 855-624-9366.

To add missing medications or to update your medication list:

Select Medications from the Health menu in MyAdvocateAurora. Here you can remove medications you no longer take as well as refill or renew your medications. You may also add new medications, but your additions won’t take affect until they’re reviewed at your next appointment.

If you have difficulty updating your medications list, email the MyAdvocateAurora support team at MyAdvocateAuroraSupport@aah.org or call us toll free at 855-624-9366.

To add missing proxy access for your dependents:

  • Sign in to your MyAdvocateAurora account.
  • Select Request Family Access from the Resources menu.
  • For access to your child’s records, you can fill out the form online. For adult access, you’ll need to download and print the form.

If you have additional questions about proxy access, see our proxy FAQs.

How far back do health records go?

If you use Aurora Health Care, MyAdvocateAurora and the LiveWell with Advocate Aurora Health app will display your most recent medical records – usually from the past several years. If you use Advocate Health Care and recently signed up, your records may not go back that far.

If you’re looking for medical records but don’t see them in your account, request them through MyAdvocateAurora from the Profile menu by selecting Request Medical Records. Or you can request medical records by email, by mail or at an Advocate Aurora Health facility.

Why do I see appointments, after-visit summaries and test results from other health care organizations in my account?

We work with different health care organizations that we call “affiliates” to provide you with the best patient experience possible across different communities. That means sharing tools – like electronic health records – so each affiliate has a complete view of your overall health. It also allows you to access much of your health information from Advocate Aurora Health and our affiliates in a single, secure dashboard.

Other health care organizations use our SmartChart Community Connect system, which connects each system to the integrated electronic medical record.

Our affiliates include:

  • Bay Area Medical Center
  • Bay Care Medical Group

SmartChart Community Connects* include:

  • Innovative Pain Care
  • Pain & Critical Care
  • Midwest Nephrology Associates
  • Marquette Neighborhood Health Center
  • Dagam Neurosurgery
  • Lakeshore Community Health Care
  • Wisconsin Digestive Health Care

*Community Connect partners may contribute to documentation maintained by Advocate Aurora Health.

We also use a system called Care Everywhere® for sharing some of your health information with other participating health organizations, such as hospitals, physicians and health care providers when they need to treat you. Most of your health information in our system is automatically included unless you request it to be excluded in writing. To request to be opted out or opted back in to Care Everywhere, fill out our opt out/opt in request form and submit it to your doctor’s office.

Why can I only see some information from other health care organizations but not all of my information from those organizations?

Our affiliates can choose to take advantage of certain features of MyAdvocateAurora but not others. Because of this, you may not be able to see all of your information from other health care organizations in your account. For example, you might not be able to schedule online appointments with certain providers or pay your bill online. If you’re having trouble, call your provider’s office directly.

I’ve completed the MyAdvocateAurora registration, but the “submit” box is grayed out. What should I do?

If you’re unable to submit your registration, make sure cookies and JavaScript are enabled in your browser.

You can also try clearing your browser cache to solve the problem.

If you’re still having trouble, email us at MyAdvocateAuroraSupport@aah.org or call 855-624-9366.

Why is my account disabled?

If you’re unable to sign in to your MyAdvocateAurora 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 5 failed attempts before locking you out. These attempts are cumulative, so if you try to sign in Monday then try 4 more times Friday, it will still count as 5 failed attempts. This is true no matter how much time has passed between sign in attempts.
  • Your browser has saved an outdated password – Try entering 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? or Forgot Password? links beneath the Sign In button to reset or recover your information.

See all security & sign in FAQs.

Why is my account blank?

There are 2 reasons you might see missing information in your account:

  1. You’re a new patient – Once you have your first appointment with an Advocate Aurora primary care doctor (this includes providers at either Advocate Health Care or Aurora Health Care), they'll 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 MyAdvocateAurora name you registered with is Missy, the system may not recognize the match. If you registered with the wrong name or information, call MyAdvocateAurora support at 855-624-9366.

See all missing information FAQs.

I keep getting a redirect loop. How can I sign in to MyAdvocateAurora?

If you’re getting a redirect loop, make sure cookies and JavaScript are enabled in your browser.

You can also try clearing your browser cache to solve the problem.

If you’re still having trouble, email us at MyAdvocateAuroraSupport@aah.org or call 855-624-9366.

Why can’t I use my browser’s navigation buttons while using MyAdvocateAurora?

Use of your browser’s navigation buttons may cause MyAdvocateAurora to sign you out automatically. Instead of using your web browser’s “back” and “forward” buttons, use the navigation tabs provided within the MyAdvocateAurora site to page forward and backward.

I was interrupted while using MyAdvocateAurora. When I returned to the MyAdvocateAurora website, I found that I was signed out. What happened?

For security reasons, MyAdvocateAurora automatically times out after 20 minutes of inactivity. As an added precaution, and to protect your privacy, please sign out of MyAdvocateAurora whenever you leave your computer.

I was signed out of my account while using it. What happened?

MyAdvocateAurora and the LiveWell app will automatically time out after a sustained period of inactivity. If you were automatically signed out, please wait 5-10 minutes before signing back into MyAdvocateAurora. Sign back into the LiveWell app if you’re automatically signed out.

At times, MyAdvocateAurora may be unavailable due to system maintenance. Generally, we try to perform maintenance between midnight and 5 a.m.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Test Results

When can I see my test results in MyAdvocateAurora and the LiveWell with Advocate Aurora Health app?

Test results may be posted within a few hours or a few weeks, depending on the test. Once your test results are available for viewing, you’ll get an email and a push notification on your mobile device stating that you have a new test result in your account.

Will I see my COVID-19 test results in MyAdvocateAurora and the LiveWell with Advocate Aurora Health app?

Yes, your test results will be available to you here as soon as they’re finalized.

What kinds of test results are made available in MyAdvocateAurora and the LiveWell with Advocate Aurora Health app?

In your account, you’ll be able to view test results for:

  • COVID-19
  • Labs
  • Imaging results
  • Pathology/cytology results
  • OB procedures
  • X-rays, CAT scans and MRIs (text report and scanned results; images are not displayed)

The following types of test results are currently unavailable:

  • HIV test results
  • Stress tests
  • Echocardiograms
  • Tests for Huntington’s disease
  • Procedures marked as “confidential”
  • Procedures from other electronic records

In addition, your provider may choose to communicate some or all of your test results directly due to the sensitivity of the results.

How can I see my test results?

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • Select Test Results from the Health menu on MyAdvocateAurora or select Test Results from the My Chart menu on LiveWell.
  • You’ll see a list of all test results currently available for viewing.
  • Select an individual test result to view more details about that test.

If your tests were taken at a hospital, be sure to check the “Show Hospital Results” box on the main Test Results page in MyAdvocateAurora.

Why can’t I see my test results?

If you can’t see some or all of your test results, 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 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. 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. Contact your doctor’s office directly to obtain copies of images.
  • You had tests taken at a hospital – In MyAdvocateAurora, 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 MyAdvocateAurora account.

Is there a way to print more than one lab or test result at a time?

At this time, there is no way to print multiple lab results at one time. To print an individual result, select the result you want to print from the Test Results page in MyAdvocateAurora (Health > Test Results). From there, select the printer icon in the upper right-hand corner of the window.

Can I compare multiple lab values for the same test in MyAdvocateAurora?

Yes. To compare multiple lab values:

  • Sign in to MyAdvocateAurora.
  • From the Health menu, select Test Results.
  • Choose the test you’d like to compare results for.
  • From the test details page, select the Past Results tab or the Graph of Past Results tab. The Past Results tab will show your past results as a table, while the Graph of Past Results will display your past test results as a graph.

When can I expect to see my X-ray results?

X-ray reports are released about 7 days after the test is performed. This is to make sure your provider has time to review the results and contact you personally if need be.

Keep in mind that only the X-ray results will be available. The image of the actual X-ray will not be displayed because neither MyAdvocateAurora nor the LiveWell with Advocate Aurora Health app supports images at this time.

Why did I get the same test results more than once?

Your health care provider may add comments to your test results after they have been released to you. If this happens, you’ll receive the test result message again with the provider’s new comments at the top.

How can I learn more about my test results?

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • Select Test Results from the Health menu on MyAdvocateAurora or Test Results from the My Chart menu on LiveWell.
  • Select an individual test result to view more details about that test.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Appointments

How do I book an appointment using MyAdvocateAurora or the LiveWell with Advocate Aurora Health app?

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • Select Schedule an Appointment from the Visits menu on MyAdvocateAurora or from Appointments in the My Chart menu on the LiveWell app.
  • Choose the provider you’d like to see or select a reason for scheduling.
  • Follow the prompts to schedule your appointment.

Can I make an appointment with a doctor I’ve never seen before?

You may be able to book a first-time appointment with a primary care provider if that provider is part of your Care Team.

If you don’t see a primary care provider in your account, or if you need to book another type of appointment for the first time, use the Find a Doctor search tool below that applies to you:

Once you’ve seen a doctor in person, you’ll be able to book follow-up appointments using MyAdvocateAurora and the LiveWell with Advocate Aurora Health app.

Why can’t I make an appointment with the doctor I want to see?

There may be a few reasons for this:

  • If you haven’t seen your provider within the last 3 years or don’t have an upcoming appointment scheduled with them, you won’t be able to schedule an appointment with that provider online. Instead, you’ll need to call that provider’s office to schedule your appointment.
  • Only certain types of appointments are available for online scheduling. If you don’t see the type of appointment you need, call your provider directly.
  • Some appointments require more time than others. There may not be enough time available for the type of appointment you’re trying to schedule.
  • Some providers don't use the MyAdvocateAurora or LiveWell app scheduling tools.

If you have further questions about scheduling an appointment online, you can send us a message in MyAdvocateAurora. Select Contact Customer Service from the Messaging menu and follow the on-screen prompts.

What types of appointments can I book online?

The types of appointments you can book through MyAdvocateAurora and the LiveWell with Advocate Aurora Health app depend on your age, gender and how long you’ve been seeing your doctor.

For instance, if you’re a new patient, you’ll be able to schedule an appointment with a primary care doctor only. If you’re an established patient – meaning you’ve seen the provider before, you’ve seen him or her within the past 3 years and your provider allows online scheduling – you’ll be able to book appointments for:

  • Routine follow-ups
  • Physical exams
  • Illness/injury exams
  • Workers comp exams
  • GYN problems
  • GYN yearly exams
  • OB checks
  • Annual mammograms*

*When scheduling a mammogram online, you’ll need to complete a questionnaire. If your answers to certain questions fall outside the question parameters for a simple screening mammogram – or if it’s been less than a year since your last mammogram – you’ll need to call your provider to make the appointment.

Why am I unable to schedule a radiology appointment?

With the exception of simple screening mammograms, it’s not possible to make radiology appointments online using MyAdvocateAurora and the LiveWell with Advocate Aurora Health app. This is due to the complex nature of most radiology appointments and the special instructions that go along with each appointment.

Contact the radiology clinic directly to make an appointment. If you’re unsure which clinic you should contact or have other questions, call your doctor’s office.

Why am I unable to schedule a lab appointment?

At this time, it’s not possible to make a lab appointment online using MyAdvocateAurora and the LiveWell with Advocate Aurora Health app. You’ll need to contact the lab to make an appointment or call your doctor’s office for assistance.

How can I reschedule an appointment using MyAdvocateAurora?

If you need to reschedule an existing appointment:

  • Sign in to MyAdvocateAurora.
  • From the Visits menu, select Appointments & Visits.
  • Select the visit you’d like to reschedule.
  • Select the Details button.
  • Select the Reschedule button and follow the prompts to book a new appointment.

Please keep in mind that not all appointment types can be rescheduled. If you’re having trouble rescheduling through MyAdvocateAurora, you can reschedule by calling your provider’s office directly.

How can I cancel an appointment using MyAdvocateAurora?

  • Sign in to MyAdvocateAurora.
  • From the Visits menu, select Appointments & Visits.
  • Select the visit you’d like to cancel.
  • Select the Cancel button.
  • Choose your reason for cancelling.
  • Select Confirm Cancellation.

Why are some appointments listed as To-Do items?

Appointments listed as To-Do items in My Plan of Care/My Chart are recommended based on your age, gender and health history.

You can send an appointment request to complete this To-Do item from MyAdvocateAurora by selecting the Request Appt button.

How can I schedule an appointment for my child or dependent?

If you’re a proxy for a minor or an adult, you can schedule an appointment for them in MyAdvocateAurora or the LiveWell app.

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • Locate icons for each dependent account you have proxy access to.
  • Select the dependent you’d like to schedule for.
  • Once you’ve selected their account, select Schedule an Appointment from the Visits menu on MyAdvocateAurora or from Appointments in the My Chart menu in the LiveWell app.
  • Follow the on-screen prompts to make an appointment for your dependent.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Billing

How can I pay my bill?

How you pay your bill depends on whether you see Advocate Health Care providers or Aurora Health Care providers.

Messaging & Notifications

How do I send a message to my provider?

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • From the Messaging menu in MyAdvocateAurora, select Message Your Provider. From the My Chart screen in LiveWell, select Messages and Send a Message.
  • Compose a message to your provider and click or tap Send.

Why is my provider not showing up so I can send them a message?

There are a couple reasons your provider might not be showing up:

  • A provider will not appear on your list unless: they’re listed as your primary care provider, you’ve seen them in the last 3 years or you have an appointment with that provider in the next 30 days.
  • Your provider may not have messaging enabled through MyAdvocateAurora or the LiveWell app.

If you’re unable to message your provider through MyAdvocateAurora or the LiveWell app, call their office directly.

How do I view my messages?

To view messages you’ve received:

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • From the Messaging menu in MyAdvocateAurora, select Message Your Provider. From My Chart in the LiveWell app, select Messages.
  • You’ll see a list of messages you’ve received.

To view your sent messages:

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • From the Messaging menu on MyAdvocateAurora, select Message Your Provider, then the Sent Messages tab. From My Chart in the LiveWell app, select Messages, then the Sent icon.
  • You’ll see a list of messages you’ve sent.

When can I expect a reply to a message?

Generally, you can expect to receive a reply within 2 business days. If your question requires a same-day response, call your provider directly.

For life-threatening emergencies, dial 911 immediately.

How do I know the messages I send are secure and will only be seen by my care team?

Advocate Aurora Health has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements. We ensure your identity and personal information are safe and secure.

When you send a message to your doctor’s office, your message is sent over a secure connection directly to your care team.

Why have I received emails about the same test results more than once?

Your health care provider may add comments to your test results after they’ve been released to you. If this happens, you may get an email notification letting you know you have updated test results.

Any results that have changed since you last viewed them will be listed as [Updated] in your account. You can access your test results listed in MyAdvocateAurora by selecting Test Results from the Health menu or the My Chart menu on the LiveWell app. If your provider has added comments to a particular test, they will appear at the top of the page.

What triggers email notifications?

You may receive email notifications related to the following events:

  • New messages from your provider
  • New or updated test results
  • Health maintenance reminders
  • Filled prescriptions
  • Requested medical records
  • Wait-list offers
  • New billing statements
  • Payments that are due soon
  • Payments that have been successfully processed
  • Issues with the credit card we have on file for your payment plan

How can I turn off email notifications for when prescriptions are ready?

To manage your notifications and turn off prescription-ready notifications:

  • Sign in to MyAdvocateAurora.
  • From the Profile menu, select Notifications.
  • Expand the list of Health notifications options.
  • Deselect the envelope icon next to Prescription Ready. Notifications are turned off if the envelope icon is white.
  • When you’re done changing your preferences, make sure you select Save Changes.

I received a response from my doctor and need to ask a follow-up question. Why is there no Reply button in their message?

If the provider closes the message before you can send your response, you won’t be able to reply to the original message. You’ll then need to create a new message.

Why does MyAdvocateAurora time out when I’m typing my message?

The Health Insurance Portability and Accountability Act (HIPAA) require us to build an automatic timeout into our system for your security.

We have expanded this timeout from 10 minutes to 20 minutes. Before it occurs, you’ll get a 2-minute warning message to let you know time is almost up.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Proxy & Dependents

How can I see the accounts I’m a proxy for?

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • You’ll see icons for each account you have access to.
  • Select the icon for the dependent you’d like to view.

How can I request access to a family member’s medical information in MyAdvocateAurora?

Before you can view a family member’s information, you’ll need to request proxy access for their account.

  • If you’d like to request access for a child’s account, you can complete the online child proxy access form on MyAdvocateAurora. Account access should be available within 5 business days. Proxy access to a minor’s medical record can only be granted to the child’s parent or legal guardian.
  • If you’d like to request access for an adult’s record, the adult patient needs to grant you access to their medical records by completing the online MyAdvocateAurora Delegated Access Form in MyAdvocateAurora.”
  • If you have power of attorney for an adult, you can request access to their records by completing the online MyAdvocateAurora Delegated Access Form in MyAdvocateAurora.

Why do I need proxy access if I’m already the Power of Attorney?

While Power of Attorney lets you make certain decisions about a child or dependent’s health care, proxy access allows you to view their medical information in MyAdvocateAurora.

You can request proxy access for your minor dependent through your MyAdvocateAurora account. Simply click the Request access to your child’s record quick link in the right-hand navigation bar and follow the on-screen prompts.

What information can I see once I have access to my family member’s account?

A full view is available for dependents between the ages of 0-11 and for adults 18 and older. A limited view is available for dependents between the ages of 12-17 – for these dependents, you can see immunizations, allergies, family history and past appointments, and you can 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.

Why can’t I see my child’s complete health information?

Due to state and federal regulations as well as corporate policy, Advocate Aurora limits online access to 12- to 17-year-olds’ patient records. For children 12-17, you can 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.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Medications & Prescriptions

How do I request a prescription refill and a prescription renewal?

Online prescription refill requests will be sent to the provider who ordered the prescription. Then you’ll be notified when your request has been accepted.

If you request a refill at an Aurora Health Care pharmacy – including by mail order – and you have refills available, your request will be sent directly to the Aurora pharmacy of your choice.

Prescription Refills

To request a prescription refill online through MyAdvocateAurora:

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Request Rx Refill.
  • Check the box next to the prescription(s) you’d like to refill, then select Continue.
  • Choose your pharmacy, pickup date and pickup time.
  • If your refill has been successfully placed, you’ll see a confirmation message, date and time beneath “Your Prescriptions that were Refilled.
  • If no refills are available for your prescription, you may need to request a prescription renewal (see below).

Prescription Renewals

For new prescriptions or prescriptions without any refills available, you’ll need to get a prescription renewal from your doctor. You can request this renewal through MyAdvocateAurora.

  • Sign in to MyAdvocateAurora.
  • From the Messaging menu, select Request Rx Refill.
  • Check the box next to the prescription(s) you’d like to renew, then click Continue.
  • Choose your pharmacy, pickup date and pickup time.
  • Click Submit Request.
  • Under “Prescriptions Sent for Renewal”, you’ll see a message indicating you have no refills left on this prescription. Your doctor will be notified of your request for a renewal. He or she will either issue the renewal and send the renewed prescription to your pharmacy or contact you directly.

It generally takes two business days to process a prescription renewal request.

What should I do if I find a medication error or inaccurate information in MyAdvocateAurora or the LiveWell with Advocate Aurora Health app?

MyAdvocateAurora and the LiveWell app display information that’s been entered into our electronic medical record system. If this information is incorrect, your health care provider must change it.

Please contact your clinic or discuss this with your provider directly. Once your provider corrects the information, it will be corrected in MyAdvocateAurora and the LiveWell app.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Missing Information

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

  • Are you a new patient?
    If you are, welcome! We don’t have your information yet, but we can get it at your first appointment. Feel free to schedule an appointment with a new primary care provider.
  • Have you seen our providers in the past?
    We may be having trouble matching up your records. Contact the MyAdvocateAurora support team by email at MyAdvocateAuroraSupport@aah.org or call 855-624-9366 so we can merge your accounts. Or contact us in MyAdvocateAurora by selecting Contact Customer Service from the Messaging menu – follow the on-screen prompts to send us a message.

Why is my account blank?

There are 2 reasons you might see missing information:

  1. You’re a new patient – Once you have your first appointment with an Advocate Aurora Health primary care doctor (this includes providers at either Advocate Health Care or Aurora Health Care), they'll 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 MyAdvocateAurora name you registered with is Missy, the system may not recognize the match. If you registered with the wrong name or information, call the MyAdvocateAurora support team at 855-624-9366.

I can’t see my X-rays, MRIs or other images that were taken at an Advocate or Aurora facility. What should I do?

Currently, neither MyAdvocateAurora nor the LiveWell with Advocate Aurora Health app displays images. To request images from a scan or a test, message your doctor’s office through the Message Your Provider feature available in MyAdvocateAurora (Messaging > Message Your Provider) or from the LiveWell app (My Chart > Messages).

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

We only show information that’s been entered into our electronic medical record system. If this information is incorrect, only your health care provider can change it.

To correct the information, contact your provider’s office or talk with your provider at your next visit. Once corrected, the information will appear updated.

My test results are missing. Why?

There are a few reasons why a test result may not be showing up in MyAdvocateAurora and in the LiveWell with Advocate Aurora Health app:

  • You had your tests performed at another health system.
  • You had your tests taken at a hospital. Hospital test results are filtered out 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 lab results can’t 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. You’ll receive an email and push notification on your mobile device notifying you when your results are available to view.

I received a message stating that I had a test result ready for viewing, but when I sign in, it’s not there. What happened?

There are a few reasons for the missing test result:

  • Test results are listed in the order in which they were performed, not when the test results were released. So, if you go to Test Results from the Health menu on MyAdvocateAurora or the My Chart menu in LiveWell, 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 MyAdvocateAurora/LiveWell accounts to a single email address, the message may relate to any one of their accounts. For example, if a husband and wife share an email address and they each have MyAdvocateAurora/LiveWell 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 MyAdvocateAurora or LiveWell account, the message may be regarding a test your proxy/dependent had. Check to see if the result has posted in their 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:

  • 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, that person may have revoked your access.

In order to see who you have proxy access for, follow these steps in MyAdvocateAurora:

  • Sign in to MyAdvocateAurora.
  • 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, Advocate Aurora Health limits online access to 12-17-year-olds’ patient records. For children 12-17, MyAdvocateAurora 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.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

E-Visits

What is an e-visit?

E-visits are a part of our online care offering. This type of visit allows you to receive medical care from the comfort of home – or from wherever you happen to be.

During an e-visit, you’ll fill out a questionnaire about the specific symptoms you’re experiencing. One of our providers will evaluate your symptoms and email you what to do next, so you can get back to being you – all by messaging you through MyAdvocateAurora or the LiveWell app within 4 hours.

For minor illnesses like back pain, sinus infections and diarrhea, an e-visit can be a convenient, cost-effective alternative to going to a clinic or urgent care.

When should I use an e-visit?

E-visits can only be used for nonurgent symptoms related to minor illnesses. You can use an e-visit for yourself or for a child ages 2 up to 12 if you’re the child’s legally authorized representative. You can also start a video visit on behalf of minors ages 2 up to 18 if you’re their legally authorized representative.

Use an e-visit for:

  • Adult conditions
    • Back pain
    • Diarrhea
    • Cough
    • Headache
    • Red eye
    • Sinus problems
    • Urinary problems
    • Vaginal discharge/irritation
  • Pediatric conditions
    • Constipation
    • Diaper rash
    • Head lice
    • Painful urination
    • Red eye
    • Vomiting/diarrhea

Who can submit an e-visit?

An e-visit can be used for yourself or on behalf of a child ages 2 up to 18 if you’re their legally authorized representative.

Anyone over the age of 18 who’s physically located in Illinois, Wisconsin or Michigan can start an e-visit. Our e-visit providers are only licensed to practice telemedicine in Illinois, Wisconsin and Michigan.

For example, if you live in Illinois and go on vacation in Florida, you can’t do an e-visit while on vacation. However, if you live in Florida and go on vacation in Illinois, you can do a virtual visit with one of our providers.

Note to parents and legal guardians: When you submit an e-visit on behalf of a minor child, you must use the child’s proxy account. Don’t use your own account to request an e-visit for your dependent. Learn more about proxy/dependent care.

When are e-visits available?

E-visits can be completed at any time, but a provider will address requests from 8 a.m. to 7 p.m. CT, 7 days a week. We'll typically respond within 4 business hours, and the next day if a visit is submitted after hours.

How much does an e-visit cost?

We're not currently collecting payment at the time of service, but please note we may bill you at a later date.

Can I use insurance to cover the cost?

We’re unable to bill your insurance at this time.

What's the process for completing an e-visit using MyAdvocateAurora or LiveWell with Advocate Aurora Health app?

  • Sign in to MyAdvocateAurora or the LiveWell app.
  • Select Request an E-Visit from the Visits menu. On the app, from the My Chart menu, select E-Visit.
  • Accept the terms and conditions.
  • Select the reason for your visit and choose a pharmacy.
  • Follow the on-screen prompts to answer questions about your condition.
  • Submit your questionnaire.

Once you’ve submitted your questionnaire, a provider will respond to you through MyAdvocateAurora or the LiveWell app.

Usually you’ll hear back from us within 4 hours if you request care between 8 a.m. to 7 p.m., 7 days a week or the next day if you request care after hours. You’ll be provided with a diagnosis, treatment plan and prescription if you need one.

If we’re unable to treat you through an e-visit, expect a communication from Advocate Aurora Health with next steps.

Will prescriptions, tests or other services be covered by the e-visit cost?

Any prescriptions, additional tests or other services will be billed separately and can be submitted to insurance. Only the consultation, diagnosis and treatment plan are considered part of the e-visit.

Can my e-visit be canceled?

At any time during the e-visit, the provider may advise you to seek in-person treatment.

Will my primary care provider perform the e-visit?

Your e-visit will be addressed by a qualified primary care or urgent care provider.

When can I expect a response from the physician?

Between the hours of 8 a.m. and 7 p.m. CT, you can expect a response within 4 hours. E-visits submitted after 7 p.m. CT will be addressed the following day.

Can I follow up with my e-visit provider after the visit?

If you need a follow-up after your e-visit, you will need to follow up with your regular provider. If you see another provider besides your primary care provider, it’s still a good idea to follow up with your regular provider after your e-visit.

Not only will your regular provider have access to your e-visit record, they’ll use their intimate knowledge of your health history to make recommendations for follow-up care.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Video Visits

What is a video visit?

Video visits are another way to get medical care virtually with a video call. You can start a secure, private visit from the comfort of home – or wherever you happen to be. During a video visit, you’ll do a video call with a video visit provider where they'll evaluate your condition, offer a diagnosis and share their treatment plan.

For minor illnesses like cold, flu or sinus infection, a video visit can be a convenient, cost-effective alternative to going to a clinic or urgent care.

My regular provider suggested a video visit with them in place of an in-person visit. Is this different from a video visit I request myself?

Video visits you start yourself are performed by a pool of providers, cover a set list of symptoms and require payment at the time service is provided. Continue reading these frequently asked questions for more on these kinds of visits.

A video visit with your personal health care provider is scheduled directly with your provider if they’ve decided a visit via video is appropriate for your situation. The cost will be covered by insurance and is subject to any copay or deductibles. Use these instructions to learn more about what you’ll need and how to begin a video visit you’ve scheduled with your provider.

When should I use a video visit?

Video visits are only for nonurgent symptoms related to minor illnesses.

Use a video visit for:

  • Bronchitis
  • Colds
  • Cough and sore throat
  • Diarrhea
  • Fever
  • Flu
  • Headaches
  • Red eye
  • Respiratory infections
  • Sinus infections
  • Sprains and strains
  • Vomiting

Can I use video visits if I think I have COVID-19?

You can use video visits if you think you’ve been exposed to COVID-19 or are experiencing symptoms. Sign into the LiveWell with Advocate Aurora Health app, go to Find Care, select Video visit and follow the prompts to see a provider. Or from MyAdvocateAurora sign in and select Request a Video Visit from the Visits menu.

If you think you’ve been exposed to COVID-19 or are experiencing fever, cough or shortness of breath, start with our COVID-19 Symptom Checker or call 866-443-2584. Our symptom checker is the quickest way to find out what to do next, which could include a video visit. If you think you’re experiencing an emergency, dial 911.

We’re addressing video visit requests as quickly as possible and will contact you within 24 hours. We appreciate your patience and understanding.

Stay up to date about COVID-19 in our Resource Center.

How long before I can begin my video visit?

Due to the high volume of people we’re seeing right now, the wait time is up to 24 hours. Our providers are reaching out 24 hours a day and will contact you when it’s your turn.

  • If you’re not experiencing COVID-19 symptoms, a provider will email you when it’s your turn to be seen.
  • If you are experiencing COVID-19 symptoms, we’ll call you and will make 2 attempts to reach you. (Providers might leave a voicemail if your outgoing message includes your name so they can confirm they’ve reached the right person.) If you don’t connect with a provider after 2 attempts and you still would like to connect with a provider, please request another video visit.

How can I confirm I’m in line for a video visit?

You complete the video visit request process by clicking the “Put me in line” button on the Summary page. When you’ve completed this process, you’re in line. Be assured our providers will contact you within 24 hours when it’s your turn.

  • If you’re not experiencing COVID-19 symptoms, a provider will email you when it’s your turn to be seen.
  • If you are experiencing COVID-19 symptoms, we’ll call you and will make 2 attempts to reach you. (Providers might leave a voicemail if your outgoing message includes your name so they can confirm they’ve reached the right person.) If you don’t connect with a provider after 2 attempts and you still would like to connect with a provider, please request another video visit.

Due to high volume, please do not call to check on the status of your visit or request multiple video visits.

It’s past the timeframe for my visit. What should I do?

We appreciate your patience. After more than 24 hours, if you haven’t been contacted by a provider, please submit a new video visit request.

How can I check on the status of my video visit?

Please don’t call our hotline to check on the status as those team members don’t have access to wait times. Our providers will contact you when it’s your turn to be seen. We apologize for the inconvenience.

What should I do if I got care elsewhere and no longer need my video visit?

If you’ve gotten care from somewhere else and no longer need a video visit you had requested, please cancel your request.

From MyAdvocateAurora, select Appointments and Visits from the Visits menu. Look for the video visit listed under Upcoming Visits and choose Cancel Appointment. From the LiveWell app, select the video visit appointment to be canceled from the Appointments section. Chose Cancel Appointment.

Who can start a video visit?

Anyone over the age of 18 who’s physically located in Illinois, Wisconsin or Michigan can start a video visit. Our video visit providers are only licensed to practice telemedicine in Illinois, Wisconsin and Michigan.

For example, if you live in Illinois and go on vacation in Florida, you can’t do a video visit while on vacation. However, if you live in Florida and go on vacation in Illinois, you can do a virtual visit with one of our providers.

You can also start a video visit on behalf of minors ages 2 up to 18 if you’re their legally authorized representative.

Children under 2 aren’t eligible for on-demand video visits – but talk to your pediatrician to schedule an in-person visit.

Note to parents and legal guardians: When you submit a video visit on behalf of a minor child, you must use the child’s proxy account. Don’t use your own account to request a video visit for your dependent. Learn more about proxy/dependent care.

When are video visits available?

Video visit hours are available 24 hours a day, 7 days a week.

How much does a video visit cost?

We're not currently collecting payment at the time of service, but please note we may bill you at a later date.

Can I use insurance to cover the cost?

We’re unable to bill your insurance at this time.

What’s the process for completing a video visit using MyAdvocateAurora or the LiveWell with Advocate Aurora Health app?

  1. Sign in to MyAdvocateAurora or the LiveWell app.
  2. Select Request a Video Visit from the Visits menu. On the app, from the My Chart menu, select Video Visit. Be sure to download the Zoom app, which you'll use for your secure video chat.
  3. Select the state where you will be physically located at the time of the video visit.
  4. Pick a time for your video visit.
  5. Complete PreCheck-In.
  6. Before the visit starts, test your camera and microphone: https://zoom.us/test
  7. We’ll let you know when it’s time for your visit to start – by email if you’re using your desktop or with a push notification if you’re using a mobile device.
  8. Meet with the provider over video chat.
  9. Get your diagnosis, treatment plan and feel better soon.

Will prescriptions, tests or other services be covered by the video visit cost?

Any prescriptions, additional tests or other services will be billed separately and can be submitted to insurance like any other health service. Only the consultation, diagnosis and treatment plan are considered part of the video visit.

Can my video visit be canceled?

Before your visit starts, you can cancel your visit using MyAdvocateAurora or the LiveWell with Advocate Aurora Health app.

  1. Sign in to MyAdvocateAurora or the LiveWell app.
  2. Select Appointments and Visits from the Visits menu. On the app, from the My Chart menu, select Appointments.
  3. You’ll see your video visit listed under Upcoming Visits on MyAdvocateAurora or under Next 7 Days on the app. Choose Cancel Appointment.

At any time during the video visit, the provider may advise you to seek in-person treatment. If it appears that your symptoms suggest an emergency, they’ll advise you to seek care at the closest emergency department.

If we’re unable to complete the video visit because your condition requires in-person treatment or any technical difficulty, you can request a full refund by calling the billing office at 800-326-2250. Depending on the financial institution you use, it may take a few days for the refund to appear in your credit card account.

Will I meet with my primary care provider for my video visit?

Your video visit will not be addressed by your primary care provider. We have qualified providers trained in telehealth on call to address video visits throughout the day.

Do I have to start the video visit right away, or can I schedule for a later time?

You’ll be put in line for the next available provider or you can reserve your spot in line up to 24 hours in advance.

Can I follow up with my video visit provider after the visit?

If you need to follow up after your video visit, you will need to follow up with your regular provider.

Not only will your regular provider have access to your video visit record, they’ll use their intimate knowledge of your health history to make recommendations for follow-up care. You can message your provider or schedule an appointment with them in MyAdvocateAurora or the LiveWell app.

Are video visits safe and private?

Video visits in the LiveWell with Advocate Aurora Health app or your MyAdvocateAurora account on your computer, which are powered by Zoom, are safe, secure and private.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

Security & Sign-In

Is my personal health information secure?

Yes, MyAdvocateAurora and the LiveWell with Advocate Aurora Health app are secure environments. For more information, see our privacy policy.

When I try to sign in, there’s a problem with my username or password. What should I do?

  • Remember the password field is case sensitive. Double check to make sure your Caps Lock key is not engaged if you’re on a computer.
  • Make sure you’re not entering extra spaces in either the username or password fields.
  • Try recovering your username or resetting your password by choosing Forgot Username? or Forgot Password? beneath the Sign In button in MyAdvocateAurora. In the LiveWell app, tap Forgot? in the username and password fields.

If these suggestions don’t resolve your issue, email the MyAdvocateAurora support team at MyAdvocateAuroraSupport@aah.org or call us toll free at 855-624-9366 with your name, address and date of birth ready.

I forgot my username. How do I find it?

If you’ve forgotten your username, complete the following steps:

  • From the main MyAdvocateAurora sign in page, select the Forgot Username? link beneath the Sign In button. From the LiveWell app login screen, tap Forgot? in the username field.
  • Complete the form to recover your username.
  • You’ll need your first and last names, date of birth and ZIP code to complete the recovery process.

If you have an email address on file with us, your username will be emailed to that email address.

I forgot my password. How do I find it?

  • From the main MyAdvocateAurora sign in page, select the Forgot Username? link beneath the Sign In button. From the LiveWell app login screen, tap Forgot? in the password field.
  • Enter your username and date of birth.
  • On MyAdvocateAurora, you’ll be prompted to answer your security question. (Your answer must exactly match what you entered when you set up your account.) On the LiveWell app, we’ll send you a security code to verify your identity.
  • Once you’ve verified your identity in MyAdvocateAurora or LiveWell, you’ll be able to enter a new password.

If you can’t remember the answers to your security questions or if you’ve been locked out of your account due to too many failed password attempts, email the MyAdvocateAurora support team at MyAdvocateAuroraSupport@aah.org or call us toll free at 855-624-9366 with your name, address and date of birth ready.

How do I change the email address I use for MyAdvocateAurora and the LiveWell with Advocate Aurora Health app?

In MyAdvocateAurora:

  • Sign in to MyAdvocateAurora using the current email you have on file with us.
  • From the Profile menu, select Notifications.
  • Under Contact Information, choose Edit.
  • Enter or edit your email address, then select Save Changes.

In the LiveWell app:

  • Sign in to LiveWell.
  • From the My Chart menu, tap the 3 dots in the upper-right corner.
  • Select Account Settings > Update Email and Phone.
  • Enter your new email address, then tap Save.

How do I change my password?

Sign in to MyAdvocateAurora or the LiveWell app using your current password (if you don’t remember your password, see the “I forgot my password. How do I find it?” FAQ above).

In MyAdvocateAurora:

  • From the Profile menu, select Security Settings.
  • Under Change Password, enter your current password and your new password.
  • Confirm your new password then click Save.

In the LiveWell app:

  • From the My Chart menu, tap the 3 dots in the upper-right corner.
  • Select Account Settings > Change Password.
  • Under Change Password, enter your current password and your new password.
  • Confirm your new password then tap Submit.

How do I change my security questions/answers?

  • Sign in to MyAdvocateAurora.
  • From the Profile menu, select Security Settings.
  • Under Change Security Question/Answer, enter your current password.
  • Create your own security question and enter it in the New Question box (your question is not case-sensitive and there is no character limit).
  • Fill in the answer to your question in the New Answer box. Remember: When you answer your security question later, you’ll need to exactly match the answer you entered here.

Why is my account disabled?

If you’re unable to sign in to your MyAdvocateAurora/LiveWell account or if you’re receiving an “account disabled” message, it could be because:

  • You’ve entered incorrect sign-in information on MyAdvocateAurora too many times in a row – Our system only allows 5 failed attempts before locking you out. These attempts are cumulative, so if you try to sign in Monday then try 4 more times Friday, it will still count as 5 failed attempts. This is true no matter how much time has passed between sign in attempts.
  • Your web browser has saved an outdated password – Try entering 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? or Forgot Password? links beneath the Sign In button to reset or recover your information. From the LiveWell app login screen, tap Forgot? in the username or password field.

I keep getting a redirect loop. How can I sign in to MyAdvocateAurora?

If you’re getting a redirect loop, make sure cookies and JavaScript are enabled in your browser.

You can also try clearing your browser cache to solve the problem.

If you’re still having trouble, email us at MyAdvocateAuroraSupport@aah.org or call 855-624-9366.

How do I know the messages I send are secure and will only be seen by my care team?

Advocate Aurora Health has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements. We ensure your identity and personal information are safe and secure.

When you send a message to your doctor’s office, your message is sent over a secure connection directly to your care team.

What if I can’t find an answer to my question?

If you can’t find an answer to your question, call the MyAdvocateAurora support team at 855-624-9366 or email MyAdvocateAuroraSupport@aah.org.

About Advocate Aurora Health

Who is Advocate Aurora Health?

In April 2018, Advocate Health Care in Illinois merged with Aurora Health Care in Wisconsin. Together, Advocate Aurora Health is the 10th largest not-for-profit, integrated health system in the U.S.

We’re a leading employer in the Midwest with more than 70,000 employees, including more than 22,000 nurses and the region’s largest employed medical staff and home health organization.

A national leader in clinical innovation, health outcomes, consumer experience, and value-based care, we serve nearly 3 million patients annually in Illinois and Wisconsin across more than 500 sites of care.

Advocate Aurora is engaged in hundreds of clinical trials and research studies and is nationally recognized for its expertise in cardiology, neurosciences, oncology, and pediatrics.

The organization also contributed $2 billion in charitable care and services to its communities in 2018. Learn more about Advocate Aurora.

Why did Advocate and Aurora merge April 1, 2018?

As two strong industry leaders, we see and understand the changing health care landscape. Together, we’re committed to leading that change by reimagining the possibilities of health. We believe that scale, strength and stability are critical components to building a model of health care that is truly transformational. As a combined organization, Advocate Aurora Health is accelerating our focus on safety, health outcomes, consumer experience and costs.

How does the merger impact patients and communities?

We remain committed to serving our communities, and our patients continue to receive the same great care close to home. Our combined organization offers expanded access to services and expertise, resulting in better outcomes at a lower cost. We are building a stronger alignment between inpatient and outpatient services, which will ultimately lead to enhanced safety and outcomes and improved access across all the communities we serve.

Is Advocate Aurora Health a religious organization?

Neither Advocate nor Aurora will change their orientations in this regard. Advocate will remain a faith-based organization but that designation will not live at Advocate Aurora Health level and will not extend into Wisconsin. While we have combined many foundational aspects of our legacy organizations to create Advocate Aurora Health, this is one area that will remain unique and unchanged.

If I am enrolled in an Advocate medical plan, are providers at Aurora hospitals and clinics in my network? And vice versa?

Given the advanced timing required to amend plans, along with our continued work around provider integration, in most cases the answer is no. However, always check with your plan administrator if you have specific provider or service coverage questions.