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 see an "Invalid Credential Alert" displayed 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 resolve and re-link to insurance:
1. Go to your insurance company portal and verify your login credentials. Please RETYPE the known password into your insurance portal.
2. Once you have verified the correct username and password credentials, log in to your HealthLock account at member.healthlock.com.
3. When the popup message "Looks like there is a problem with your insurance carrier(s)" is displayed, select RE-LINK TO INSURANCE and enter your new or validated carrier credentials.
4. If your new credentials are a match, the message "VALIDATED" will be displayed. Your HealthLock account will be connected with your insurance company and any available claims will populate on your HealthLock dashboard over the next 1-3 days.
Let us know if you need assistance or have questions. We are happy to help.
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