Technical Questions


How is MyCityofHope secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal user names and passwords. Each person controls his or her password, and the account cannot be accessed without that password. Unlike conventional email, all MyCityofHope messaging is done while you are securely logged on to our website.
 

What is Two-Step Verification?
Two-Step Verification (also known as two-factor authentication) is an extra layer of protection used to ensure the security of your patient portal account. City of Hope’s goal is to make sure your health information is safe and secure. 
  • When you have turned on this feature, next time you log in, you will be required to enter a one-time use security code to verify your identity. 
  • This is an optional feature and you will need to turn it on for the added layer of security. 
  • You will also have the option to skip receiving the code after you have signed-on successfully via Two-Step Verification at least once after you set up the Two-Step Verification. 
     
To turn on Two-Step Verification:
 
On your desktop computer: On your mobile device:
  1. Log in to your MyCityofHope account
  2. Under Profile, click on Security Settings
  3. Click 'Turn on Two-Step Verification'
  4. Enter your email address and password. Click continue.
  5. Choose Email or Text option to receive a one-time security code to verify your identity. 
  6. Check your email or phone for the security code.
  7. Return to MyCityofHope screen and enter the code you received. Click Next.

    If you do not receive the code, click on “Didn’t receive the code?”
  1. Log in to your MyCityofHope app (myChart app)
  2. Click on the â‹® on the top right corner of the app to open the Settings
  3. Click on Account Settings
  4. Scroll down to Two-Step Verification
  5. Click the radio button to turn it on.
  6. On the next screen, enter your email address and MyCityofHope password
  7. Choose Email or Text option to receive a one-time security code to verify your identity
  8. Check your email or phone for the security code.
  9. Return to MyCityofHope screen and enter the code you received. Click Next.

    If you do not receive the code, click on “Didn’t receive the code?”
 
To turn off Two-Step Verification:
 
On your desktop computer: On your mobile device:
  1. Log in to your MyCityofHope account
  2. Under Profile, click on Security Settings
  3. Click “Turn Off Two-Step Verification”
  4. Enter your password. Click continue.
  5. Choose Email or Text option to receive a one-time security code to verify your identity.
  6. Check your email or phone for the security code.
  7. Return to MyCityofHope screen and enter the code you received. Click Next.

    If you do not receive the code, click on “Didn’t receive the code?”
  1. Log in to your MyCityofHope app (myChart app)
  2. Click on the â‹® on the top right corner of the app to open the Settings
  3. Click on Account Settings
  4. Scroll down to Two-Step Verification
  5. Click the radio button to turn it off.
  6. Enter your MyCityofHope password to turn off this feature. 
 
 
What is your privacy policy?
MyCityofHope is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.

I was logged out of MyCityofHope, what happened?
We aim to protect your privacy and security of your information. While logged into MyCityofHope, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyCityofHope. We recommend that you log out of your MyCityofHope session if you need to leave your computer for even a short period of time.

What do I need to use MyCityofHope?
All you need is internet access on an up-to-date browser. If you are accessing for the first time, you will need your activation code found on your after visit summary.
 
How do I access MyCityofHope on my mobile device?
For the best mobile experience, please go to either the App Store or Google Play, then download the MyChart app. Once the MyChart app is installed, search the phone book for City of Hope and add City of Hope. MyChart is the operating platform behind MyCityofHope and is secure and private.