Login & Password Problems
4 min read
Resolve member login and password issues quickly with this systematic troubleshooting guide. Learn to identify and fix the most common authentication problems in under 3 minutes.
High Priority Issue
Login problems prevent members from accessing their healthcare benefits. Resolve quickly to minimize member frustration and ensure they can shop for care when needed.
Quick Resolution Goal
Most login issues can be resolved in under 3 minutes. Follow the systematic approach below to identify and fix authentication problems efficiently.
Common Login Issues - Quick Reference
Most Common Login Problems
Member using personal email instead of work email, or has typos in their email address.
Example:
This is the most common issue - members often forget which email they used during registration.
Member never completed enrollment or needs invitation resent.
Example:
The member exists in the system but hasn't activated their account yet.
Password reset needed or member using old password.
Example:
Member created their account but can't remember their credentials.
Account locked due to administrative action.
Example:
The account has been disabled by an administrator and needs reactivation.
Wrong Email Address
Most common issue: Members often use their personal email when their employer registered them with their work email, or vice versa.
Resolution Steps
1
Ask member to confirm the exact email address they're using
Get the precise email they're attempting to use for login.
2
Search for the member using their name and employer
Look up their profile to find their registered email address.
3
Compare the emails and identify any discrepancies
Check for typos, personal vs work email differences, or formatting issues.
4
Inform member of their correct registered email address
Clearly communicate which email they should use to log in.
5
If needed, help update their email address in their profile
Assist with changing the registered email if appropriate.
Pro Tip
Many employers use a specific email format. If you can't find the member, try common variations like firstname.lastname@company.com or first initial + lastname@company.com.
Account Not Created
Member appears in your system but has never completed the enrollment process or clicked the activation link.
Resolution Steps
1
Verify member exists in the employer group
Confirm they are registered in the system.
2
Check if member has ever logged in
Look for last login date to see if account was activated.
3
Resend enrollment invitation email
Send a new invitation to their registered address.
4
Provide member with step-by-step enrollment instructions
Walk them through the activation process.
5
Follow up to ensure they receive and can access the email
Confirm they got the invitation and check their spam folder if needed.
Forgotten Password
Member created account but can't remember their password or it's not working.
Resolution Steps
1
Confirm their registered email address
Verify which email is associated with their account.
2
Initiate password reset from the member profile page
Use the system's password reset function.
3
Instruct member to check their email
Remind them to check spam/junk folders for the reset email.
4
Guide them through creating a secure new password
Provide password requirements and best practices.
5
Have member test login with new password
Confirm the reset worked and they can access their account.
Security Note
Never ask members for their passwords or create passwords for them. Always use the official password reset process to maintain security.
Account Disabled or Locked
Account has been disabled due to administrative action.
Resolution Steps
1
Check member's account status in the system
Review their current account state and any notes.
2
Review recent login attempts
Check the event logs for failed login patterns.
3
Check with supervisor before reactivating
If terminated by admin, get approval before re-enabling access.
4
Once resolved, help member log in successfully
Guide them through their first successful login after reactivation.
Browser and Technical Issues
Sometimes login problems are caused by browser settings, cached data, or network connectivity issues.
Resolution Steps
1
Ask member to clear their browser cache and cookies
Guide them through clearing their browsing data.
2
Try logging in using an incognito/private browser window
Test if the issue is related to stored data.
3
Test with a different browser
Try Chrome, Firefox, or Safari to isolate browser-specific issues.
4
Check if they can access other websites normally
Determine if it's a network connectivity problem.
5
If mobile, try switching between Wi-Fi and cellular data
Test different network connections to rule out connectivity issues.
When to Escalate
Some login issues require escalation to higher support tiers:
- System-wide login failures affecting multiple members
- Security concerns involving potential account compromise
- Employer group configuration issues preventing all members from accessing
- Technical errors that persist after trying all troubleshooting steps
