Frequently Asked Question (FAQs)
Whether you’re new to WellSpan Health or you’ve been using MyWellSpan for years, this FAQ guide was created to make your experience simple, stress-free, and empowering. Managing your health online shouldn’t feel complicated—and with MyWellSpan, it doesn’t have to be.
Here, you’ll find everything you need to know about using your MyWellSpan account, paying bills, setting up financial assistance, managing family access, and protecting your privacy. Each section is designed to answer common questions in plain language, so you can spend less time searching for help and more time focusing on your health.
Login and Sign-Up FAQs
How do I create a MyWellSpan account?
Creating a MyWellSpan account is quick and easy! You can sign up using either an activation code (provided during a recent visit or in your After Visit Summary) or your personal information.
- Go to the MyWellSpan Sign-Up page.
- Choose “Sign Up with Activation Code” or “Sign Up without a Code.”
- Enter your details (name, birthdate, ZIP code, etc.) and follow the prompts.
- Create your username and password, then confirm your email address.
Once your identity is verified, your account will be ready to use—giving you access to your medical records, appointments, and secure messaging with your care team.
What if I never received an activation code?
No worries! If you didn’t get an activation code, you can still register online without one. Just choose the “Sign Up without an Activation Code” option on the sign-up page and follow the instructions.
If you prefer, you can also ask for an activation code at your next appointment or call the MyWellSpan Patient Support Line at (866) 638-1842 for help getting started.
I forgot my username or password. What should I do?
It happens to everyone! On the MyWellSpan login page, click either “I Forgot My Username?” or “I Forgot My Password?” and follow the prompts.
You’ll be asked to verify your identity using your date of birth, ZIP code, or other identifying details. Once verified, you can reset your credentials safely. If you’re having trouble, call MyWellSpan Support at (866) 638-1842—they’ll walk you through it.
How can I log in faster using my phone?
If you use the MyWellSpan mobile app, you can log in using Face ID, Touch ID, or a four-digit PIN. It’s safe, secure, and way faster than typing your password each time.
You can enable this feature under Settings → Security once you’ve signed in.
Can I access MyWellSpan from my computer and my phone?
Yes! MyWellSpan works on any device—desktop, tablet, or smartphone. For convenience, download the MyChart app (available on the Apple App Store and Google Play Store), and select WellSpan Health as your organization. You’ll get the same features as the desktop version, just optimized for mobile.
I can’t log in—what could be wrong?
If you’re having login issues:
- Double-check your username and password.
- Make sure Caps Lock is off.
- Try resetting your password if you’re locked out.
- Ensure your browser or app is updated.
If you still can’t sign in, contact the MyWellSpan Support Line at (866) 638-1842. They’re friendly, patient, and happy to help.
Is my MyWellSpan account secure?
Absolutely. MyWellSpan uses industry-standard encryption and two-step verification to protect your personal health information.
Always log out after use—especially on shared devices—and never share your password with anyone.
Billing FAQs
How can I view or pay my WellSpan Health bill online?
Paying your medical bills is simple with MyWellSpan. Just log into your account, go to Billing > Pay a Bill, and you can view statements, make one-time payments, or set up payment plans.
You can pay using a debit/credit card or electronic check. You’ll also see a record of all past payments for easy reference.
Can I pay a bill without logging into MyWellSpan?
Yes! If you’d rather not log in, visit the Quick Pay option at WellSpan Billing. All you’ll need is your account number and guarantor’s last name (from your billing statement).
It’s safe, fast, and doesn’t require a full MyWellSpan login.
What if I can’t pay my full balance right now?
That’s okay—WellSpan understands that medical bills can be stressful. You can request a payment plan directly through MyWellSpan or by calling Customer Service at (717) 851-5005 or (877) 631-4262 (Monday–Friday, 8 a.m.–5 p.m.).
They’ll help you set up a manageable monthly plan so you can focus on your health, not your balance.
Does WellSpan offer financial assistance for patients?
Yes, WellSpan Health offers Financial Assistance and Charity Care programs for those who qualify based on household income and financial need.
You can apply online through the Financial Assistance page or download an application form and mail it in. For questions, call WellSpan Financial Assistance at (877) 427-4751.
Can I view itemized bills or past statements?
Yes! Inside MyWellSpan, you can access detailed billing statements that include dates of service, provider information, and costs for each visit or test.
Go to Billing > View Statements to download or print itemized copies.
Who can I contact about a billing error?
If something doesn’t look right on your bill—like a service you didn’t receive or a duplicate charge—call the WellSpan Patient Financial Services team at (717) 851-5005.
They’ll review your statement and fix any discrepancies quickly.
How do I get an estimate before receiving care?
Great question! WellSpan’s Price Estimator Tool allows you to estimate out-of-pocket costs for common services before you schedule.
Visit WellSpan.org/PriceEstimator and enter your insurance details for an instant, personalized estimate.
What payment methods does WellSpan accept?
WellSpan accepts:
- Credit or debit cards (Visa, MasterCard, Discover, American Express)
- Electronic checks (ACH transfers)
- Health Savings Accounts (HSAs) or Flexible Spending Accounts (FSAs)
All payments are processed securely through encrypted systems.
Can I get paperless billing?
Yes! When logged into MyWellSpan, go to Billing Settings → Paperless Billing and toggle it on.
You’ll receive an email or app notification when a new statement is available—no more paper clutter!
What happens if I miss a payment?
If you miss a scheduled payment, don’t panic. WellSpan will usually send a reminder before applying any late fees. If you’re having ongoing difficulties paying, reach out early—Customer Service (717) 851-5005 can help you explore flexible payment arrangements or financial aid.
Can someone else pay my bill for me?
Yes! A family member, friend, or caregiver can pay on your behalf using the Quick Pay option—no login required. They’ll just need your account number and guarantor’s last name from the bill.
Perfect 👍 Let’s continue with Part 2 of the comprehensive, friendly, human-written MyWellSpan FAQs — focusing on Financial Assistance and Two-Step Verification.
This section keeps the same warm, conversational tone and provides clear, easy-to-understand answers for patients and families who might need a little extra guidance or reassurance.
Financial Assistance FAQs
What is the WellSpan Health Financial Assistance Program?
Life happens — and sometimes, medical bills can feel overwhelming. That’s why WellSpan Health offers a Financial Assistance Program to help patients who can’t afford to pay for medically necessary care.
This program, also known as Charity Care, provides partial or full financial relief based on your household income, family size, and overall financial situation. It’s WellSpan’s way of ensuring that no one goes without the care they need because of cost.
Who qualifies for financial assistance?
Eligibility depends on several factors, including:
- Your total household income (compared to federal poverty guidelines)
- Number of people in your household
- Assets and other available financial resources
- Residency (you must live in WellSpan’s service area or have received care at a WellSpan facility)
In most cases, households earning up to 400% of the federal poverty level may qualify for some level of assistance.
What types of care are covered by financial assistance?
WellSpan’s Financial Assistance Program generally covers medically necessary services, such as:
- Hospital stays
- Outpatient procedures
- Emergency care
- Physician visits at WellSpan practices
It does not usually cover things like cosmetic procedures, fertility services, or elective treatments that aren’t medically required.
How do I apply for financial assistance?
You have a few convenient options:
- Online: Complete the application form on the WellSpan Financial Assistance webpage at (https://www.wellspan.org/Patient-Resources/Billing-and-Insurance).
- By Mail: Download and print the application, fill it out, and mail it with supporting documents to:
WellSpan Financial Assistance Office
P.O. Box 15198
York, PA 17405 - In Person: Visit the billing office at any WellSpan hospital or clinic. Staff members can help you fill out the form.
Make sure to include proof of income, such as pay stubs, W-2s, or tax returns, to help speed up processing.
How long does it take to find out if I qualify?
Once WellSpan receives your completed application and documentation, processing typically takes about 30 days.
You’ll receive a letter by mail letting you know whether your application was approved or denied—and if approved, the percentage of assistance you’ll receive.
Will applying for financial assistance affect my credit score?
Not at all. Applying for or receiving financial assistance does not impact your credit score.
In fact, it may help prevent future negative marks by reducing or removing balances that might otherwise go to collections.
What if my financial situation changes after applying?
If your income or employment status changes after you’ve submitted your application, reach out to Patient Financial Services at (877) 427-4751. They can update your information and re-evaluate your eligibility if needed.
You can reapply for assistance at any time if your financial situation worsens.
Can I get help with the application process?
Absolutely. WellSpan’s compassionate Financial Counselors are happy to walk you through the entire process—no judgment, no pressure.
Just call (877) 427-4751, Monday–Friday, 8 a.m.–5 p.m., or ask to speak with a counselor during your next visit to a WellSpan location.
Does WellSpan offer payment plans if I don’t qualify for full assistance?
Yes! Even if you don’t meet the criteria for full assistance, you can still set up a flexible payment plan that fits your budget.
These interest-free payment plans can spread your balance over several months, making it easier to manage costs without added stress. You can set one up directly in your MyWellSpan Billing section or by calling Customer Service (717) 851-5005.
Can I combine insurance coverage with financial assistance?
Yes, you can. WellSpan applies financial assistance after your insurance has processed the claim.
That means the assistance will help cover any remaining out-of-pocket costs that your insurance didn’t pay—like deductibles, co-pays, or coinsurance.
What documents do I need to apply?
To process your financial assistance application, you’ll typically need to include:
- Proof of income (recent pay stubs or tax returns)
- Proof of residency (like a utility bill)
- A copy of your most recent bank statement
- Identification (such as a driver’s license or state ID)
- If applicable, unemployment benefit documents
Submitting all required paperwork upfront ensures faster approval.
Can I appeal if I’m denied financial assistance?
Yes. If you believe your application was unfairly denied or that important information was missed, you can submit an appeal.
Contact WellSpan Financial Assistance at (877) 427-4751 to learn how to resubmit your application with additional documentation or clarification.
How long does financial assistance last?
Approved financial assistance typically applies for six months to one year, depending on your circumstances.
If your financial situation remains the same after that period, you can reapply for continued support.
What if I already paid my bill but later qualified for assistance?
If your financial assistance is approved after you’ve made payments, WellSpan may refund part of what you paid or apply the assistance to any outstanding balance.
You can discuss this with a billing representative to ensure you get the appropriate credit or reimbursement.
Two-Step Verification FAQs
What is two-step verification on MyWellSpan?
Two-step verification (also called two-factor authentication) is an extra layer of security that helps keep your account safe. After entering your username and password, you’ll be asked to verify your identity with a code sent to your phone or email.
This ensures that even if someone gets your password, they still can’t access your account without that second code.
Why did WellSpan add two-step verification?
Your health information is deeply personal, and WellSpan takes protecting it seriously. Two-step verification helps prevent unauthorized access to your MyWellSpan account—even if someone accidentally learns your password.
It’s part of WellSpan’s ongoing commitment to your privacy and data security.
How do I enable two-step verification?
If it’s not already turned on, you can enable it by:
- Logging into MyWellSpan.
- Going to Settings > Security Settings > Two-Step Verification.
- Adding your preferred contact method—phone number, email, or authentication app.
- Confirming it through a one-time code.
Once it’s set up, you’ll receive a verification code each time you log in from a new device.
Can I choose how to receive my verification code?
Yes! You can choose between:
- Text message (SMS)
- Phone call
- Or through an authentication app like Google Authenticator or Duo Mobile
You can change your preferred method anytime in your account settings.
What if I don’t receive my verification code?
If you don’t receive the code, try these steps:
- Double-check your phone number or email in your account settings.
- Look in your spam or junk folder (for emails).
- If you still don’t get it, click “Resend Code” or “Try another method.”
If the issue continues, contact MyWellSpan Support at (866) 638-1842—they can help verify your identity and reset your settings.
Can I skip two-step verification on a trusted device?
Yes! When logging in, check the box that says “Trust this device.” That tells MyWellSpan to remember the device so you won’t need to enter a verification code every time.
You should only do this on personal devices, like your own computer or phone—not on shared or public ones.
I got a code I didn’t request—what should I do?
If you receive a verification code but didn’t try to log in, don’t enter it. It could mean someone else tried to access your account.
Immediately change your password and notify MyWellSpan Support at (866) 638-1842 so they can review for suspicious activity.
Can I turn off two-step verification?
Because two-step verification is essential for protecting your health data, WellSpan strongly recommends keeping it enabled. In some cases, you may not be able to disable it due to privacy regulations and patient safety requirements.
What if I lose access to my phone or email used for verification?
If you lose access to your registered device or email, call the MyWellSpan Support Line. After confirming your identity, they can help update your contact information or reset your verification settings.
Does two-step verification slow down login?
Not at all! The process takes just a few seconds—and it’s worth the extra step for your security. Once you’ve trusted your personal devices, you’ll only see the verification prompt occasionally, such as when logging in from a new browser or after clearing cookies.
Awesome 😄 Let’s keep going strong!
Here’s Part 3 of your comprehensive, human-friendly MyWellSpan Frequently Asked Questions (FAQs).
This part dives into Proxy Access, Technical & Account Management, and a few general FAQs that patients often ask when navigating their MyWellSpan experience.
The tone stays warm, approachable, and easy to read — just like you’re getting help from a friendly WellSpan team member.
Proxy Access FAQs
What is proxy access in MyWellSpan?
Proxy access allows you to view and manage another person’s health information through your MyWellSpan account.
This feature is especially useful for parents, caregivers, or those helping an elderly family member with appointments and prescriptions.
With proxy access, you can:
- View test results and visit notes
- Send messages to their care team
- Request medication refills
- Schedule or cancel appointments
- Access immunization records and medical history
You’ll have the tools to coordinate care more efficiently, all while maintaining privacy and security.
Who can have proxy access?
Proxy access is available for:
- Parents or legal guardians of minor children (under age 14 automatically; limited access for 14–17 years old)
- Adult caregivers assisting older family members or loved ones
- Adults granting access to another trusted adult (such as a spouse or family member)
Both parties must complete authorization to ensure the correct level of access is granted.
How do I request proxy access for my child?
If your child is under 14, you can request proxy access easily through your MyWellSpan account or at your child’s next visit.
For teens aged 14–17, WellSpan follows Pennsylvania’s privacy laws, which means some sensitive information (like reproductive health, mental health, or substance use treatment) may be restricted from proxy viewing.
Parents and guardians can still view appointment details, immunizations, and some general health information.
To request proxy access:
- Log in to MyWellSpan.
- Go to Profile → Friends and Family Access.
- Select Add Child or Family Member.
- Follow the instructions to complete the form.
You can also request access in person at any WellSpan office by filling out a Proxy Access Request Form.
How do I request proxy access for an adult?
Adults can give another person permission to access their MyWellSpan account.
For example, if you care for an aging parent or spouse, they can authorize you as their proxy.
Here’s how:
- The patient logs in to their MyWellSpan account.
- Goes to Profile → Friends and Family Access.
- Clicks Invite Someone to Connect.
- Enters your name and email address.
- You’ll receive an invitation to accept proxy access.
Alternatively, proxy access can be set up in person at any WellSpan office using a signed consent form.
What can I see as a proxy user?
Your level of access depends on the type of proxy relationship:
- Full Access: View all information, including test results, visit summaries, and medications.
- Partial Access: Limited access (for example, some adolescent health details may be restricted).
- Read-Only Access: View records but can’t make changes or request appointments.
Each proxy arrangement is designed to protect patient confidentiality while still enabling coordinated care.
Can I remove a proxy’s access?
Yes! A patient can revoke proxy access at any time for any reason.
To remove someone:
- Log in to MyWellSpan.
- Go to Profile → Friends and Family Access.
- Find the person’s name and click Remove Access.
Changes take effect immediately.
How does proxy access work for teens aged 14–17?
Teens aged 14 to 17 have their own MyWellSpan account with limited proxy access for parents or guardians.
This ensures privacy for certain health matters protected by state law.
Parents can still view appointments, immunizations, and general health information — but not sensitive details like reproductive or behavioral health records.
Once a child turns 18, proxy access automatically ends unless the now-adult patient gives new permission.
Can I access a loved one’s MyWellSpan account if they’re unable to manage it themselves?
Yes, with proper authorization.
If your loved one cannot manage their own healthcare (due to age, illness, or disability), you can apply for Durable Proxy Access by providing:
- Legal documentation (such as Power of Attorney for Health Care)
- Completed authorization forms
The MyWellSpan support team can help you set this up. Just call (866) 638-1842 or visit a WellSpan registration desk.
Can healthcare providers see if I have proxy access?
Yes. Providers can see who has proxy access to a patient’s account, ensuring transparency about who is involved in that person’s care.
What if I see incorrect information in my proxy account?
If you notice an error in your proxy account (such as missing test results or incorrect personal data), contact MyWellSpan Support at (866) 638-1842 or notify your provider’s office directly.
They’ll review and correct the information quickly.
Technical & Account Management FAQs
What devices and browsers work best with MyWellSpan?
For the best experience, WellSpan recommends using the latest version of:
- Google Chrome
- Microsoft Edge
- Mozilla Firefox
- Safari (for Mac users)
MyWellSpan also works seamlessly on smartphones and tablets using the MyChart mobile app (search “MyChart” in the Apple App Store or Google Play Store, then select “WellSpan Health”).
How do I update my contact information?
It’s important to keep your contact information up to date.
To update your phone number, address, or email:
- Log in to MyWellSpan.
- Go to Profile → Personal Information.
- Edit the fields as needed and click Save Changes.
This ensures appointment reminders and verification codes always reach you.
Can I access MyWellSpan from outside the U.S.?
You can access your account from most countries, but some international networks may block or limit access for security reasons.
If you’re traveling abroad, consider downloading the MyChart app before leaving and using trusted Wi-Fi networks to log in securely.
Why can’t I see my latest test results?
In most cases, test results are available in MyWellSpan within one to two business days after your provider reviews them.
Some results may take longer, especially if additional analysis is required.
If you’re waiting longer than a few days, reach out to your provider’s office or send a secure message through the portal.
What should I do if MyWellSpan is running slowly or not loading?
If you’re experiencing slow performance:
- Make sure you have a strong internet connection.
- Try refreshing the page or clearing your browser’s cache.
- Log out and back in, or switch browsers.
- Restart your device.
If the issue persists, contact MyWellSpan Technical Support at (866) 638-1842.
How do I change my MyWellSpan password?
To reset your password:
- Go to the MyWellSpan login page.
- Click Forgot Password?
- Enter your username and follow the prompts to verify your identity.
- Choose a new password that’s strong and secure.
You can also change your password anytime under Settings → Security after logging in.
Can I deactivate my MyWellSpan account?
Yes. If you no longer wish to use MyWellSpan, you can deactivate your account by calling MyWellSpan Support at (866) 638-1842.
Keep in mind that deactivating your account does not delete your medical records; those remain part of your WellSpan Health file.
How can I link my MyWellSpan account with other MyChart portals?
If you receive care at multiple healthcare systems using Epic’s MyChart, you can link accounts for a seamless view of all your medical information.
To link:
- Log in to MyWellSpan.
- Go to Link My Accounts under Profile.
- Select the healthcare organizations you want to connect.
Once linked, you’ll be able to see test results, appointments, and messages from other MyChart systems in one place.
Can I use MyWellSpan to track my fitness or wearable device data?
Yes! You can connect MyWellSpan to compatible apps like Apple Health or Google Fit. This allows you to share fitness and health data—like heart rate, steps, and sleep—with your care team, supporting a more holistic view of your well-being.
Is there a way to print my health summary or immunization record?
Definitely. To print or download:
- Log in to MyWellSpan.
- Go to Health → Health Summary or Immunizations.
- Click the Download/Print button.
You can save your record as a PDF or print it for school, travel, or personal reference.
What if I’m locked out of my account?
If too many unsuccessful login attempts occur, your account may temporarily lock for security. Wait a few minutes, then try again—or click Forgot Password? to reset your credentials.
If you remain locked out, call MyWellSpan Support at (866) 638-1842 for quick help.
General MyWellSpan FAQs
Is there a cost to use MyWellSpan?
Nope! MyWellSpan is completely free for all WellSpan patients. It’s part of WellSpan’s commitment to making healthcare access simple, secure, and affordable for everyone.
How soon can I see new test results?
Most test results are available within 24–72 hours, depending on the type of test. You’ll get a notification when new results are ready, and you can view them anytime in your portal.
Can I request a correction to my medical record?
Yes. If you spot incorrect or outdated information, you can request a correction by sending a secure message to your provider through MyWellSpan or contacting Medical Records at (717) 851-6870.
Is MyWellSpan available in other languages?
Yes! MyWellSpan supports multiple languages. You can change your language preference in your account settings, or ask for interpreter assistance during in-person visits.
WellSpan also provides free translation services for patients who prefer communication in another language.
Who can I contact for additional help with MyWellSpan?
For technical support, call (866) 638-1842
For billing or payment questions, contact Patient Financial Services at (877) 427-4751
For general questions or to schedule appointments, reach out to your WellSpan provider’s office directly.