Frequently Asked Questions

Please sign out of this website and sign in again. If the incorrect name remains on your sign in screen please contact our technical support by Email, or at 1-800-817-7044.

Re-enter your answer and click save. If the problem persists please contact our support by Email, or at 1-800-817-7044.

Ensure that you have entered the correct account information, and your name appears as it does on your membership card. If the problems persist please contact your benefits manager for further help.

Please sign in to system with your existing user name and password.If you can not recall your password, please click on the "Forgot your Password?" link on the Sign in page and follow the instructions.

If you cannot remember your password, click on the "Forgot your Password?" link on the Sign in page and follow the instructions.

Please click on the "Forgot your Password?" link on the Sign in page, or contact our support by Email, or at 1-800-817-7044.

Ensure your printer is installed and performing properly. If your printer is installed properly please contact our technical support using our contact page.

We try to enter as much information as possible for you. This information comes from your health insurance company. Keep in mind, however, that your health insurance company does not know everything about your health, such as the over-the-counter medications you take. That's why it's important that you add information to this website if it's not already there.

It may take time for information to travel from your doctor to your insurance company to us. Please check back, and if the information is still missing, contact your insurance company.

Your health insurance company provides information each time you visit your doctor or other health professional, but MyActiveHealth is not updated immediately. Here's why: Your insurance company has to wait until the doctor, hospital or pharmacy submits a request for payment. Then it must process the payment and notify you of that payment via an Explanation of Benefits. Once that's done, the new information can be added to MyActiveHealth for you.

You can print or download your health information to your own computer or flash drive, or even convert your account to a subscription-based version for only $6.95 a year. This way, even if you change jobs or insurance plans, you'll have all your records with you.

No. this website is a "one-way street." Information can come into MyActiveHealth from your health insurance company, but no information ever goes out from us to your health insurance company.

No. Information from MyActiveHealth is never shared without your consent or direction.

Although some of the messages, such as a reminder for a test, are very current, others first need to be approved by your doctor before they appear in this website. This is because we want to make sure that the information is correct before we send any messages to you. First, we call or mail a letter to your doctor. If the doctor confirms that the Alert is correct, we may also mail a letter to you and will then post the Alert in this website. By sending this important message as both a letter and an electronic message, we're doubling our efforts to make sure you find out what you need to know.

Alerts that are marked "urgent" require your immediate attention. We will also notify your doctor of any urgent Alerts, so you can work together to resolve the issue in a timely fashion.

You can also click on the condition name if it is a link or go to Resource Center.

If any of the information supplied by your health insurance company is incorrect, please contact your insurance company's member services department directly.

The Insurance Information page within the Account section of the website is for your own use, to maintain in the way that works best for you. If you change insurance plans, you may want to delete the information about your old insurance plan, or you may want to keep it for future reference. You are the only person with access to the data in this website and you can keep any record that is important to you.

Because this information is pre-filled in from the data we receive from your insurance company, you must contact the member services department of your health insurance company or the benefits manager where you work.

Yes, in the upper left hand corner of each page, you can choose your language preference. Currently this website is available in English and Spanish.