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Account Home

You've come to the right place to access your account. 

For basic account details, please see the My Account page for updating your account info. For other features, please click one of the links below:


Password/Username

Registration

Other 

 

Road Runner / Spectrum Email Users:

If your email ends in one of the following domains, your emails may be blocked:

  • rr.com
  • roadrunner.com
  • spectrum.net

To retrieve your emails, use the Spectrum email portal and check the junk folder.

Online Account Management FAQs

Expand All

Frequently-asked questions relating to the online accounts.

How often do I need to reset my password / register?

The password requires a reset every 150 days and can only be changed once every 24 hours.


What are the password requirements?
Must be 9 characters or longer
Must Contain 3 of the 4 following types of characters:
Numbers
Upper Case Letters
Lower Case Letters
Special Characters: [space] ~ ! @ # $ % ^ & * ( )

Can I change my email address for the Portal?

Yes! You can change your password from the My Account page.


Can I change my Username?

Yes! You can change your username from the My Account page, or directly on the Change Username page.

Why can't my dependent change their permissions?

For US Family Health Plan members, dependents under the age of 18 cannot modify their permissions on the member portal. To protect their privacy, certain sensitive information is automatically hidden, including:

  • Claims with protected data
  • Authorization with protected data

Note: Generations Advantage members do not have permissions restrictions as US Family Health Plan does, since Generations Advantage is designed for those 65 and older.

How do I order an ID card from the portal?

Once logged in to the member portal, go to the "My Health Plan" drop down and select "ID Card Request". Select who you want an ID card for and click "submit".


I ordered an ID card in the portal, when should I expect to see it?

It can take up to 24 hours for the request to reach our systems. Once it does, there is a 14-day turnaround time to receive new ID cards.


Can I order an ID card for my whole family at once?

US Family Health Plan sponsors and spouse can order ID cards for anyone enrolled in the plan. Generations Advantage members can only order ID cards for themselves.

I am trying to search for a PCP by County, but providers from other counties are displaying?

In order to search by a specific location, the "Any Location" drop down must be changed first.


I changed my PCP in the portal, but why is it still displaying wrong?

It can take up to 24 hours for changes to take effect in the portal.


I changed my PCP, do I need to request a new ID card too?

US Family Health Plan members who update their PCP in the member portal will automatically be sent a new ID card. Generations Advantage members who update their PCP do not need a new ID card.