Frequently Asked Questions

Username and Password

Q: What should I do if I forgot my password?

A: Enter your username on the sign-in page screen and navigate to password entry screen. Select “Forgot Password” and follow the prompts.

Q: What should I do if I don’t receive code/link when performing password reset?

A: If you changed your password within the last hour, please try again later. If you continue to encounter issues, contact one of our support teams.

Q: What should I do if I forgot my username?

A: Click “Forgot Username” from the sign-in page, enter your email address and click “Submit.” You will receive a system generated email with your username.

Multifactor Authentication & Security Setup

Q: How often will I be asked to complete MFA?

A: MFA will prompt in the following scenarios

• Every 14 days on the same device
• When logging in from a new device
• After logging out and logging back in

Hint: Select the “Remember Me” option on the login screen to prevent MFA from being required at every login. After 14 days, you will be required to MFA.

Q: What if I did not receive the email with the verification code?

A: First, check your spam or deleted folders, if the email still isn’t found contact one of our support teams.

Q: Do users need to set up MFA immediately?

A: Users are automatically enrolled in email-based MFA. Additional MFA options can be enabled for stronger security.

Q: What additional MFA options are available?

A: Users may opt to choose from

• Google Authenticator
• Okta Verify

Account Registration

Q: If I am a claimant or policyholder, where do I start the account registration process?

For additional assistance, contact your brand support team.

Q: I am an agent, where do I start the account registration process?

A: Unfortunately, agents are unable to self-register. To register as a new user for your agency, please contact your security administrator. For any further assistance, please contact one of our support teams.

Q: What information is needed to register??

• Policyholder: policy number, FEIN, policy expiration date
• Injured worker: claim number, social security number, date of injury

Q: What should I do if a policy or claim number isn’t being recognized?

A: First, check for typos and make sure the number matches your official documentation. If you don’t have your documentation, policyholders should contact their agent to request a copy of their policy packet. Claimants should contact their employer or claims representative for a copy of their welcome packet.

Q: What happens after I register my account?

A: Users receive an account activation email from their brand’s no reply address([email protected] or [email protected] or [email protected] or [email protected]).

The email includes a secure activation link. If you didn’t receive it, please check spam folder or contact brand support team.

Q: How long is the activation link valid?

A: Seven days.

Q: What are the password requirements for setting up an account?

A: Passwords must include

• At least 12 characters
• One lowercase letter
• One uppercase letter
• One number
• One symbol
• No part of the username, first name or last name

Q: Can the same email address be used to register multiple accounts?

A: Yes.

Q: Can I register using a mobile device or tablet?

A: Yes, although desktop use may offer a smoother experience.

Q: What should I do if I accidentally closed the registration window before finishing?

A: You will need to restart the registration process from the beginning.

Email & Login Issues

Q: Why am I not receiving email from the portal?

A: You may need to check your spam filter or trash.

Q: How come my shared login no longer works?

A: Shared logins are no longer permitted due to enhanced security protocols. Please contact your security administrator to create an individual username and password.

Security Administrator

Q: I am a security administrator and I’m having access issues with my account.

A: Please contact one of our support teams or navigate to “Tutorials and Guides” to access user help materials.

Q: I am a security administrator and I’m having issues setting up user access for someone else.

A. Please locate the “Security Administration – Agent” or “Security Administration – Policyholder” support documents from the "Tutorials and Guides” menu.