PHR App FAQ

Submitting a records request will take you just a few minutes to complete! You will need your smartphone, a valid photo ID, and a credit or debit card to complete the request process.

Federal regulations require medical record requests to be fulfilled within 30 days, and certain States have smaller timeframes for compliance with a records request. However, depending on the facility, some individuals may receive their records in as little as 48 hours after submitting a request. The turn-around time to receive your records is dependent on how quickly your provider responds to the request. You will receive a text notification when new documents are available in your Sync.MD app.

There are a variety of reasons that you might need to have your health records available at a moment’s notice. Some examples include:

• An emergency, especially while traveling
• Relocating
• Changing doctors
• Seeing a specialist
• Proof of immunizations/vaccinations
• Individuals with dual residencies
• Completing insurance, disability, or legal forms
• Caregivers or guardians of others

For individuals who have multiple providers in different locations and are treated frequently, Sync.MD provides a convenient, secure place to collect and store your health information, making it available to your medical provider instantly. Having your records available 24/7 can reduce delays in scheduling appointments, avoid duplicating expensive diagnostic testing, and lower the risk of medical errors occurring.

MyChart is a patient portal offered by healthcare providers who use the EPIC electronic health records (EHR) system that allows individuals to access portions of their medical records online. Medical offices and hospitals who do not use EPIC may provide access to their electronic health record system’s patient portal. There are considerable differences in the type of medical record information available to patients in these various patient portals. Additionally, all these different EHRs do not communicate with each other, meaning that the information available in one organization’s patient portal is not transferrable to a separate system.

Sync.MD bridges the gap between these different electronic medical record systems by utilizing technology independent of these separate EHRs. Sync.MD is a true personal health record where you can collect, store, and share all your health records whenever and with whomever you want, egardless of the electronic health record system that your providers use.

Yes! Sync.MD utilizes enhanced, patented security and encryption protocols to ensure data is protected and secure. Sync.MD services and data are hosted and stored on Microsoft Azure cloud platform. All Azure services rely on FIPS 140 approved encryption algorithms by using the FIPS 140 validated cryptographic modules in the underlying operating system for data security. All production SQL databases and file stores use AES-256 data encryption at rest that is enabled by default. Every file uploaded to Sync.MD is encrypted with AES256/HMACSHA256 algorithm and stored in a proprietary format. A new AES/HMAC key is generated randomly for every file and stored in the database in encrypted form. Communication between Sync.MD servers and clients are secured by industry standard SSL/TLS1.2 protocol supported by all modern web browsers and mobile OSes. Click here to learn more about our security.

Your information is securely stored utilizing Microsoft Azure Cloud storage with built in multilayered security and intelligent threat protections. Click here to learn more about our security.

Open the Sync.MD app and click the ‘Request or Share’ button, then select ‘Request from your clinic.’ For best results, enter the facility or clinic name along with the city OR zip code and click ‘Search’ – if your provider’s office is in our database, a list will appear. If you are unable to find your provider, use the ‘Skip, I know the fax number’ option instead. We recommend you call your provider’s office first to verify their medical records fax number.

Sync.MD is a free app you can download on your smartphone, where you can upload, store, and share your medical records without cost. Patients requesting their records from a provider, clinic, or hospital using the app will be charged a $6.50 service fee for records collection. When payment is authorized, a ‘hold’ may be placed on your account for the $6.50 amount. You will only be charged the $6.50 service fee when your request is successfully fulfilled. Any rejected or unfulfilled request will be automatically canceled and refunded after 30 days.

Open the Sync.MD app, click the settings gear icon on the top right, scroll down to edit the contact field, and click save. Easy!

On iPhone:
Open the Sync.MD app and click the three dots at the bottom right to open your Sync Log. Select the user that full access was granted to and change the setting to Selective. Now press confirm and this will prevent any new documents from being shared with that user.

On Android:
Open the Sync.MD app and click the three lines on the bottom left to open your Sync Log. Select the user that full access was granted to and change the setting to Selective. Now press confirm and this will prevent any new documents from being shared with that user.

No information or documents are stored on your phone. All data is securely stored in the cloud, so a cellular or Wi-Fi connection is required to access the information in your Sync.MD account.

If you need your information to be available offline, make sure to download a copy of your documents beforehand.

No. Since all your information is securely stored on the cloud, you can easily reactivate your account on your new device and all your information will be accessible. If your phone is lost or stolen, we do recommend resetting your password!

Currently, Sync.MD does not have the capability to request records on behalf of a child, deceased person, or as a power of attorney - but we hope to add that functionality soon. Stay tuned!

To reset your password, click the forgot password button on the sign in screen and enter the email address that was used to create your account. If you forgot or no longer have access to the email that was used to create your account, please email help@syncmd.com.

Open the Sync.MD app, scroll down to 'Records Requests', and select the request that you are requesting a refund for. Click 'Activity', scroll to the bottom, and select 'Request a refund'. A message will be sent to our customer support team who will handle your refund request. The button will not appear if the request was not paid for or if it was a free promotional request.

On iOS:

1. Log in to your Sync.MD account using your email and password and select “Log In.”
2. Enter the “Verification Code” received by text message in order to proceed to your account.4
3. Select the “Gear Icon” located to the right of your profile name to enter the settings/profile menu.
4. Scroll down to the bottom of your profile page and select “Delete Account.”
5. Enter your last name and select “Next” located in the top right corner.
6. Choose your reason for deleting your account and select the red “Delete Button” located on the top right corner.
7. Click “Confirm” finalizing your decision to delete your account.

Note: You will receive an email confirming your request and your account will be deleted within the next 24 hours.

On Android:

1. Log in to your Sync.MD account using your email and password and select “Log In.”
2. Enter the “Verification Code” received by text message in order to proceed to your account.
3. Select the menu button located in the bottom left corner of your screen, which is displayed as an icon of three horizontal lines.
4. Select the “Gear Icon” located to the right of your profile name to enter the settings/profile menu.
5. Scroll down to the bottom of your profile page and select “Delete Account.”
6. Enter your last name and select “Continue.”
7. Choose your reason for deleting your account and select the orange “Delete Button.”
8. Click “Confirm” finalizing your decision to delete your account.

Note: You will receive an email confirming your request and your account will be deleted within the next 24 hours.