Records are not updating

What to check when new results or visits stop arriving from a clinic you connected.

ChartKey refreshes your records in the background. When something recent is missing, work through these in order.

1. Give it a little time

New items appear at your clinic's pace, not ours. A result can be finalized hours after the blood draw, and a clinical note is often written and released later than the visit itself. Same-day gaps are usually timing.

2. Check the connection

Open Settings and look at your connections. A connection can quietly stop working, most often because the permission you granted at the portal expired or was withdrawn there. If one needs attention, ChartKey says so and offers to reconnect. Reconnecting is the same short sign-in as the first time.

3. Consider where the record actually is

If the visit was at a different organization, its records arrive only if that organization is connected too. Adding it is the fix. See Connect your hospital or clinic.

4. Tell us

If the connection looks healthy and something you can see in your portal has not arrived after a day, use Send feedback. Include roughly when the visit or result happened, and the organization. That is enough for us to look, and we do not need you to describe your health information to report it.