How to access a locked account due to multiple invalid login attempts.

Purpose

The purpose of this article is to guide members through the steps to unlock an insurance carrier account that has been locked due to multiple invalid login attempts (typically after three failed tries). 

Step 1: Unlock your insurance carrier account

1. Go to your insurance carrier’s website and locate the login page.

2. Select “Forgot username” or “Forgot password” (or “Unlock account”, if available).

3. Follow the carrier’s on-screen instructions to reset or unlock your account.

4. Check your email or text messages for a reset/unlock link or code.

5. If you don’t receive an email or code, or if the self-service option doesn’t work, contact your insurance carrier’s support team directly. They can help you unlock your account or verify your identity.

Step 2: Reconnect your insurance carrier in HealthLock

1. Once your carrier account is unlocked and you can log in successfully, go to member.healthlock.com and sign in to your HealthLock account.

2. Navigate to Settings → Insurance and select Re-authenticate so HealthLock can sync your latest claims.

3. If you still can’t connect, try clearing your browser cache or using a different browser or device, then attempt the connection again.

Troubleshooting Tips

• Make sure Caps Lock is off and you’re using the correct username (often an email or Member ID).

• Check your spam/junk folder for carrier emails.

• Some carriers temporarily lock accounts after multiple failed attempts—wait 15–30 minutes, then try again.

• If your carrier uses two-factor authentication (2FA), keep your phone or email handy to receive the verification code.

If you run into any trouble along the way, don’t worry—we’re here to help! Just start a chat with us, and we’ll walk you through the process.