Help & Support

Who do I contact if I need help with the Our St. Jude Mobile App?

Email SupportOurStJude@stjude.org or call (901) 595-4636. If you are on campus and would like in-person help, visit the In the Know Desk at Family Commons (Patient Care Center, 2nd Floor).

Why can't I sign in, or why does the app keep asking me to sign in?

The Our St. Jude app uses the same username and password as your St. Jude MyChart account. A St. Jude MyChart account is required to sign in to the app.

Account information cannot be shared by users. If you try to sign in with another user’s log-in information, the app will sign you out.

If you are having trouble signing in or the app keeps asking you to sign in:

  1. Check that you can sign in to your own St. Jude MyChart account.
  2. Check that your device is set to automatically update the date, time, and time zone.
  3. Check that you are using the latest version of the app.
  4. Close the app and open it again.

Important: If your device has the wrong date, time, or time zone, it may prevent you from signing in, cause repeated login prompts, or keep calendar information from displaying correctly.

If you are still having trouble, email SupportOurStJude@stjude.org, call (901) 595-4636 or visit the In the Know Desk at Family Commons (Patient Care Center, 2nd Floor).

How can I update my password?

On the sign-in screen, select the "Forgot login information?" and follow the instructions. This will update both your St. Jude MyChart and Our St. Jude mobile app log-in information.

What should I do if the app is not working correctly, freezing, or crashing?

  1. Check that you are using the latest version of the app.
  2. Check that your device is set to automatically update the date, time, and time zone.
  3. Close the app and reopen it.
  4. Sign out of the app, and sign back in.
  5. Restart your device.

If you are still having trouble, email SupportOurStJude@stjude.org, call (901) 595-4636 or visit the In the Know Desk at Family Commons (Patient Care Center, 2nd Floor).

Why am I not seeing appointments or other information?

Some information displayed in the app may take time to refresh after updates are made in St. Jude systems. Patient information may take up to thirty minutes to appear after signing in to MyChart for the first time and confirming access by entering the patient’s date of birth.

If appointments or information appear to be missing:

  1. Check that you are connected to the Internet.
  2. Verify that you have confirmed proxy access in MyChart by entering the patient’s date of birth. Wait thirty minutes and check again.
  3. Check that your device is set to automatically update the date, time, and time zone.

If information continues to appear incorrect or does not appear, contact SupportOurStJude@stjude.org.

Why am I not receiving notifications?

Check that notifications are turned on in both the app and your device settings.

If notifications are enabled and you are still not receiving them, email SupportOurStJude@stjude.org.

How can I turn off my notifications?

  1. Go to Menu.
  2. Tap the Settings gear in the upper-right corner.
  3. Select Push Notifications.
  4. Choose which notifications you would like to receive.

How do I update the app?

To receive the latest features, improvements, and bug fixes, regularly update the Our St. Jude Mobile App through the Apple App Store or Google Play Store.

How can I update my 6-digit passcode?

  1. Go to Menu.
  2. Tap the Settings gear in the upper-right corner.
  3. Select the option to reset your passcode.

Who can use the app?

The Our St. Jude Mobile App is for St. Jude patient families. You must have an active St. Jude MyChart account.

How do I access the app?

Download the Our St. Jude Mobile App from the Apple App Store or Google Play Store.

What mobile devices can I use?

The Our St. Jude Mobile App is available for:

  • iPhones and iPads running iOS 17.4 or later
  • Android phones running Android 12.0 or later

How can I sign out of the app?

Go to the Menu / Your Profile screen. The Sign Out button is located at the bottom of the screen.

How do I provide feedback or suggest an improvement?

We welcome your feedback. If you have suggestions for improving the app or would like to report an issue, please email SupportOurStJude@stjude.org.

Why do I need a St. Jude MyChart account?

The Our St. Jude app uses your St. Jude MyChart username and password to securely access your information. A St. Jude MyChart account is required to sign in to the app.

Why am I asked to turn on location services?

Location services are used to support campus navigation and wayfinding features. Certain features may not function correctly if location services are disabled.

Why can't I use the Maps in the Our St. Jude app while I am at home?

The Maps feature in the Our St. Jude app works only while you are on the St. Jude campus because it relies on hardware installed throughout campus buildings. The maps and walking directions will not work when you are away from campus.