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Portal User FAQs

A new login experience will ask you to update your password the first time you log in. Your password reset link will be sent to the email on file. Please be sure to update your email address if needed. Questions? See the FAQs below.

NEW IDENTITY ACCESS MANAGEMENT (IAM) PLATFORM FAQS

1. Why am I being asked to update my password?

Health Net members will have a new and more secure login experience coming soon. To create this experience, you will be asked to reset your password. As part of this new experience, your password reset link is emailed to the email address on your account.

You will be affected if you:

  • Are a Health Net member
  • Have insurance through your employer

2. If I have multiple accounts, will I have to log in and reset the password for each one?

Yes, you will need to reset the password for each of your accounts on the affected portals.

3. If I create a new account on or after the date when the new login process is in effect, will I have to reset the password to log in?

No. You can log in to your new account right away. A password reset would only be required if your password expired or you forget it.

4. Where will my password reset link be sent?

The password reset link is sent to the email address on your account. Be sure the email address on your account is accurate. 

See also: How do I update the email address on my account?

5. How much time do I have to log in after receiving the password reset verification email?

1 hour. If you do not use the provided link in the email to log into your account, you will have to restart the login process using the Forgot password link.

6. What do I do if I do not receive the password reset email?

If your email address is correct, check your Spam folder. Or, try to log in again.

See also: How do I update the email address on my account?

7. What if I do not receive a password reset confirmation email?

If your email address is correct, check your Spam folder. Or, try to log in again. Note: If you share a mailbox, check your team's shared mailbox or contact your administrator.

See also: How do I update the email address on my account?

GENERAL PASSWORD FAQS

  1. Must be 9 or more characters

  2. Must contain 3 of the following:
    -Lower case
    -Upper case
    -Number
    -Special character

No

Passwords expire after 365 days for members and after 90 days for all other users.

You are required to change your password:

  • Before t expires within 365 days for members and 90 days for all other users.
  • When reset by an administrator and sent a temporary password. Note: You will have 1 hour to change your password after receiving assistance with the reset.

We currently do not send password expiration warnings.

Your account is locked when your password passes the expiration period of 365 days for members and 90 days for all other users. You can unlock your account using the Forgot My Password link.

Accounts are locked:

  • After 5 failed attempts to log in.
  • When the password expires after 365 days for members and 90 days for all other users.
  • If users have not logged in to an account in 365 days for members and 90 days for all other users.

Yes, you will need your current password to log in and change your password, or use the Forgot password link.

Security questions are not part of the new login security process. We now use your email address to verify your identity.

Sign-in Seals are not part of the new login security process. We now use your email address to verify your identity.

  1. Once logged in, click the Profile tab in the upper-right corner.
  2. Select the member whose email address you want to update.
    • From the select a member drop-down arrow, choose the member's name.
    • Hover your mouse cursor over the EMAIL box and click the Pencil icon.
  3. Update the email address.
    • In the New Email box, enter the updated email address.
    • In the Confirm New Email box, retype the email address.
    • Click Continue.
  4. Enter your password and click Submit.
  1. Once logged in, click My Account tab in the upper-right corner.
  2. Hover your mouse cursor over the Email box and click the Pencil icon.
    • From the select a member drop-down arrow, choose the member's name.
    • Hover your mouse cursor over the EMAIL box and click the Pencil icon.
  3. Update the email address.
    • In the New Email box, enter the updated email address.
    • In the Confirm New Email box, retype the email address.
    • Click Continue.
  4. Enter your password and click Submit.
  1. Member can call 1-888-802-7001 (TTY 711), option 1. Our agent will update your email address for you and send the password reset link to that updated email.
    We are available Monday - Friday from 8:00 a.m. to 5:30 p.m. Pacific time.

  2. Employer/Broker can call 1-800-547-2967 (TTY 711). Our agent will update your email address for you and send the password reset link to that updated email.
    We are available Monday - Friday from 8:00 a.m. to 5:30 p.m. Pacific time.

  3. Provider can call 1-888-802-7001 (TTY 711), option 2. Our agent will update your email address for you and send the password reset link to that updated email.
    We are available Monday - Friday from 8:00 a.m. to 5:30 p.m. Pacific time.