If you are experiencing a medical emergency, please dial 911.



myCooper Frequently Asked Questions

Enrollment Questions
What is myCooper?
Is there a fee to use myCooper?
How do I sign up?
Password/username
I forgot my password. What should I do?
I forgot my myCooper Username. How do I obtain it or get a new one?
my access code does not work, what should I do?
Is my access code my Username?
Can I create password and change it when I want?
How can I update my personal information such as address and phone number?
Your Medical Record
When can I see my test results in myCooper?
I had a test a week ago but I don't see the results. Why?
Why don't all my medications show up in my myCooper record?
What information should I provide for a prescription renewal?
How long does it take if I request a prescription renewal through myCooper?
Why is the "Request a renewal" link missing for some of my medications?
Why are certain test results not shared electronically via myCooper?
If some of my health information on myCooper is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Can I view a family member's health record in myCooper?
Can I ask questions regarding a family member from my myCooper account?
Can my spouse and I share one myCooper account?
After I Have Enrolled
What is the security question used for when creating a new myCooper Account
Why do I have to have an internet email address to use myCooper?
I don't have an email address, how do I get one?
How can I update my email address in myCooper?
How do I set up or change my security question and answer?
Why am I not receiving e-mails alerting me when there is new information in myCooper?
Can I cancel a doctor's appointment I have scheduled in myCooper?
How do I communicate my medical concerns?
Technical Questions
How is myCooper secure?
What is your privacy policy?
I was logged out of myCooper, what happened?
What do I need to use myCooper?
Who do I contact if I have further questions?
What if I need help?
Can I access myCooper from my smartphone?

What is myCooper?

myCooper offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the internet to help manage and receive information about your health. With myCooper, you can use the internet to:

  • Request medical appointments.
  • Request prescription renewals.
  • Communicate electronically and securely with your medical care team.
  • View test results.
  • View your health summary from the myCooper electronic health record.
  • Access trusted health information resources.
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Is there a fee to use myCooper?

myCooper is a free service offered to our patients.
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How do I sign up?

Patients who wish to participate can be issued a myCooper activation code during their office visit. This code will enable you to login and create your own login ID and password. If you were not issued an activation code, you may call your primary care office to get one or ask to sign up during you next office visit. Please contact the MyCooper support staff by email at MyCooperSupport@cooperhealth.edu (please include your name and date of birth in the communication).
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I forgot my password. What should I do?

You have the ability to reset your password directly from the website by clicking on the “Forgot Password” link found on the myCooper homepage. After 5 unsuccessful attempts, your myCooper account will be locked and your password will need to be reset by the Cooper office you obtained access. Please contact your physician office if your account is locked.
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I forgot my myCooper Username. How do I obtain it or get a new one?

If you have an e-mail address on file then your myCooper login ID can be sent to your e-mail account. Click the "Forgot myCooper Username?" hyperlink on the myCooper homepage. You will be asked to provide information in order for the User ID to be emailed to your email account on file.
If you do not remember any of this information, you may contact us by email at MyCooperSupport@cooperhealth.edu (please include your name and date of birth in the communication.
If you do not have a valid e-mail address on file, please call your physician’s office during normal business hours to help you regain access to your myCooper account.
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My access code does not work. What should I do?

For your security, your access code expires after 90 days and is no longer valid after the first time you use it. If you experience difficulty using your access code, please contact us by email at MyCooperSupport@cooperhealth.edu (please include your name and date of birth in the communication), or call your physician’s office during normal business hours to generate a new access code for your myCooper account.
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Is my access code my Username?

No, your access code is not your myCooper Username or password. You will use this code only once to create your myCooper account. (The code will expire after you have used it or after 90 days). When you log into myCooper the first time, you will then be asked to create your own unique myCooper ID and password.
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Can I create password and change it when I want?

Yes, your password can be changed online at any time by choosing "Change Password" under the Preferences tab. Please keep your password confidential and do not share it with anyone. If you believe that someone has found out your password, please change it.
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How can I update my personal information such as address and phone number?

Please email MyCooperSupport@cooperhealth.edu with changes to your personal information.
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When can I see my lab results in myCooper?

Your lab results are released to your MyCooper account after your physician has reviewed them. This is generally within 4 business days.
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I had a test a week ago but I don't see the results. Why?

It may take several days or even weeks for certain labs to be resulted. If you do not see your lab results in myCooper within 4 business days, please contact your Primary Care Physician’s office. Please keep in mind certain lab results are not available for view in myCooper.
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Why don't all my medications show up in my myCooper record?

Prescriptions written by non-Cooper physicians will not appear on your medication list unless they are documented by your Cooper physician in your Cooper Electronic Medical Record.
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What information should I provide for a prescription renewal?

If you have any refills left on your original prescription by your provider, please call your Pharmacy to request the refill authorization from your provider. You will need to know:

  • Your preferred pharmacy.
  • The number of pills (30 or 90 day supply).
  • The number of refills for the prescription.
  • Any new allergies that you have experienced.

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How long does it take if I request a prescription renewal through myCooper?

Every attempt is made to process prescription renewals within 48 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received and processed the following business day. For an urgent condition, please visit the Cooper Urgent Care Center or nearest Emergency Room. For emergencies, please dial 911.
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Medications that have been documented - but not prescribed - by a Cooper physician cannot be renewed through myCooper. Any medications that have refills remaining on them will also not show the "Request a renewal" link. Please call your pharmacy to request medication renewal with refills remaining.
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Why are certain lab results not shared electronically via myCooper?

Your provider is able to determine which types of lab results to make accessible through myCooper. Further, labs deemed as actionable are not released to myCooper.
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If some of my health information on myCooper is not correct, what should I do?

Your myCooper information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next office visit. Your health information is reviewed and updated in your Electronic Medical Record each visit.
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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 2 business days. Please note that myCooper should not be used for urgent situations. If you are experiencing an urgent medical problem, call 911 or your physician's office immediately.
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Can I view a family member's health record in myCooper?

Yes you can. This is called Proxy access and allows a family member (spouse, parent, guardian, caregiver, etc.) to log into their personal myCooper account, and then connect to information regarding your health record. Complete a Proxy Consent Form and return it to your Cooper office to request access to this convenient service.
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Can I ask questions regarding a family member from my myCooper account?

No, this is to prevent another individual's information from being placed in your health record. The information would not appear in the correct health record and could potentially jeopardize medical care.
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Can my spouse and I share one myCooper account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish an individual myCooper account.
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What is the security question used for when creating a new myCooper Account?

The security question and answer that you set up provides added security if you have forgotten your myCooper password and utilize the Password Reset utility. You are required to answer your security question before being allowed to make a password change online.
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Why do I have to have an internet email address to use myCooper?

When new information is sent out to your myCooper account you will also get an internet email to let you know that new information is available.
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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library for more information.
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How can I update my email address in myCooper?

Click on the "Preferences" menu and select the "Notifications" link. You must enter your new email address twice and then click the "Submit Changes" button. This will instantly update your info in myCooper and your electronic medical record.
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How do I set up or change my security question and answer?

If you are setting up a new myCooper account you are prompted to choose a security question and input the answer when creating your personal account. If you are a patient with an established myCooper account, log into your account and click on the Preferences tab and select the Change Password link. You will be able to view your current security question if set up, as well as change or establish a new security question and answer. Remember to save your changes.
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Why am I not receiving e-mails alerting me when there is new information in myCooper?

Confirm your myCooper account has your correct email address listed. To verify your e-mail address, click on the Preferences tab to review. myCooper will automatically send you an e-mail when you have new information in your myCooper account.
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Can I cancel a doctor's appointment I have scheduled in myCooper

Currently you cannot cancel an appointment directly in myCooper. If you need to cancel an appointment, please call your Cooper physician office directly to do so.
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How do I communicate my medical concerns?

If you are experiencing an urgent medical problem, call 911 or your physician's office immediately.

MyCooper messages are only for non-urgent matters and prescription refills. You should expect a response to MyCooper messages in 2 business days. For any questions or prescription refills which need to be addressed sooner than 2 business days, please call your physician's office.
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How is myCooper secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, myCooper uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with myCooper. Unlike conventional e-mail, all myCooper messaging is done while you are securely logged on to our website.
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What is your Privacy Policy?

myCooper is owned and operated by Cooper University Hospital and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Cooper.
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I was logged out of myCooper, what happened?

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

You will need access to a computer connected to the internet, an up-to-date internet browser (such as Internet Explorer or Google Chrome), and a valid email address.
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Who do I contact if I have further questions?

You may email any questions to MyCooperSupport@cooperhealth.edu. Please include your name and date of birth in the communication.
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What if I need help?

You may contact us by email at MyCooperSupport@cooperhealth.edu or call your physician’s office during normal business hours. Please include your name and date of birth in the communication.
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Can I access myCooper from my smartphone?

Yes, MyChart is available through an application on smart phones. To get the smart phone application, visit your app store. There is a link on the welcome screen to the Apple App Store and Google Play.
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