At times your insurance carrier may change their credential requirements or you may have logged in and changed them yourself. When our system cannot automatically access your insurance carrier portal, you will get an "Invalid Credential Alert" or the message "Looks like there is a problem with your insurance carrier(s)." This means your insurance portal credentials do not match the credentials provided to HealthLock.
To FIX the invalid credential alert:
- Go to your insurance company portal and verify your login credentials. Please RETYPE the known password into your insurance portal.
- Once you have verified the correct username and password credentials, log in to your HealthLock account at member.healthlock.com.
- When the popup message "Looks like there is a problem with your insurance carrier(s)" is displayed, select FIX and enter your new or validated carrier credentials.
If your new credentials are good, the message "VALIDATED" will be displayed. We will then be able to connect with your insurance company and any available claims will come into your HealthLock account over the next 1-3 days.
Let us know if you need assistance or have questions. We are happy to help.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article