How to verify Two-Factor Authentication (2FA) is turned OFF for Aetna.

To connect and download your Aetna claims through HealthLock, you will need to temporarily disable the one-time password (2FA) feature. This will allow the HealthLock-Aetna connection to establish successfully and retrieve your claims. Once the claims have been downloaded, you can re-enable 2FA for added security. 

Step 1: Go to aetna.com and click the 'Member log-in' button.

Step 2: Enter your Username and Password and click 'Sign In'. 

Step 3: You should be asked to verify your account with a code. This means that two-step verification is ON. Enter the code to proceed, otherwise go to Step 4.

Step 4: In the upper right-hand corner, hover over your name and select Profile & Preferences.

Step 5: In the Preferences section, select Privacy & Security.

Step 6: In the 'A Safe Way to Sign In' box, select Get Started with 2FA and be sure the “Enable one time password” is toggled OFF.

Step 7: Return to your HealthLock member portal, Log in and then RELINK your Aetna connection. Once successfully linked, your claims will be downloaded and analyzed with 1-3 days.