Contact Us

Where can I find contact information and phone numbers?

Our phone number and Client Services email information is available within the “Contact Us” link located along the top of our webpage. After signing in, contact information specific to your plan is located within the “Contacts” link under the Plan tab.

Username/Password/Preferences

How do I log in to the plan sponsor website?

Enter your Username and Password and then click the Sign In button. If you experience problems signing in the first time, contact your plan’s service team.

How do I change my Username?

The Assigned Username established when your access was first created cannot be changed, however you do have the option of creating a Registered Username. After signing in with your Assigned Username, you have the option of changing your username during the account setup process. If you choose to wait, you can click on the “My Profile" link located along the top of our webpage and select the “Change Username" option. From here you can enter a Registered Username of your choosing that will be easier for you to remember, and then click “Update". Please note that, Registered Usernames are case sensitive, Assigned Usernames are not.

How do I change my password?

After signing in, passwords can be changed via the “My Profile" link located along the top of our webpage. Select the “Change Password" option and follow the prompts.

How many characters must my password contain?

Passwords must be between eight and sixty-four characters in length and contain at least three of the following character sets: lower case letters, upper case letters, numbers, special characters ! @ # $ * ( ) { } [ ]. -_

I forgot my password. How can I get help?

Click on the “Forgot Your Password?” link and follow the required prompts. A temporary password will then be emailed to you within 10 minutes. This temporary password expires upon first login, allowing you to create a new personal password. If you are a new user, you will receive an email to sign in the first time. After initial sign in, you can change your password as you set up your account.

I’ve exceeded the maximum number of login attempts. Can I still log in?

Yes, if you previously successfully signed in, you can log in by setting up a new password via the “Forgot Your Password?" link and following the required prompts. A temporary password will then be emailed to you within 10 minutes. This temporary password expires upon first login, allowing you to create a new personal password. If you are a new user, please call Client Services at the toll-free number listed under the “Contact Us" link along the top of our webpage to have your password reset.

I never received a password. What should I do?

Passwords are sent in an email that is separate from the email you received with your Username. If this secondary email was not received, please call Client Services at the toll-free number listed under the “Contact Us" link along the top of our webpage.

How do I change my email address?

After signing in, your email address can be changed via the “My Profile" link located along the top of our webpage. Select the “Email Address" option and follow the prompts.

Can I transfer this user ID to a different user?

For security purposes, we do not allow a User ID to be transferred from one person to another. Each User ID belongs to one specific person. To request a new User ID, click the “New User Authorization” form at the bottom of the page and follow the instructions.