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Important Information

 

Need help with this
Web site? Call the
eSupport Help Desk:
1-888-656-5695
7:00am to Midnight EST
Monday - Friday
8:00am - 4:00pm EST
Saturday-Sunday



Website FAQs

Important: Recently we updated our Web site for enhanced security. You may be required to update password / security information. In some instances you may also be required to re-register.

 

Click on a topic to view answers below.

 

 

  • Login Help

    • How do I register to use the site?

      • Members - Not registered yet? Click here
      • Prospective Members – For WorkWell LiveWell access Click here | For Kodak Portal access Click here
      • Providers – Not registered yet? Click here
      • Employers – Contact your local account representative for details.
      • Brokers – Please contact eSupport at 1-888-656-5695 between 7:00 a.m. to Midnight, Monday through Friday or between 8:00 a.m. - 4:00 p.m. on Saturday and Sunday.

    •  I am receiving the message, "Invalid Username or Password"

      If you do not remember your Username or Password, you can request a reminder by clicking on Forgot Username / Login ID or Forgot Password links.  
      If you continue to have issues logging in, please contact eSupport at 1-888-656-5695 between 7:00 a.m. to Midnight, Monday through Friday or between 8:00 a.m. - 4:00 p.m. on Saturday and Sunday.

      Note:  If you have not signed in for over a year, you may have to have your account re-initiated by eSupport.

    •  I forgot my Username.

       If you forgot your Username, go to the Forgot Username link. An email will be sent to the email address associated with your account. If you do not have an e-mail address for your account, or if you have any questions, please contact eSupport at 1-888-656-5695 between 7:00 a.m. to Midnight, Monday through Friday or between 8:00 a.m. - 4:00 p.m. on Saturday and Sunday.

    • I forgot my Password.

      If you have forgotten your Password, and have already set up your security questions, you can enter your Username in the Forgot Password page to receive an email with instruction for resetting your Password. If you do not have an email address for this account or have not set up your Security Questions, please contact eSupport at 1-888-656-5695 between 7:00 a.m. to Midnight, Monday through Friday or between 8:00 a.m. - 4:00 p.m. on Saturday and Sunday.

    • Username and Password Do’s and Don’ts.

      1. Do keep your password secure.

      Tips for keeping your password secure:

      • Never tell your password to anyone (this includes significant others, roommates, parrots, etc.).
      • Never write your password down.
      • Never send your password by e-mail.
      • Periodically change your password

       

      2. Do use strong and memorable passwords.
      It is important that your password is as strong and easy for you to remember. At the same time your password should be one that's not easily guessed by a computer program or persistent individual. 

       

      One example is to use a mnemonic. “Eat 5 servings of fruits and vegetables per day” could be used to remember the password “E5sofavpd”.

       

      Tips for creating a secure password on our Web site:

      • Passwords are case sensitive
      • Must contain at least 8 characters and no more then 20
      • Must contain at least one number (0 – 9)
      • Must contain at least on letter (a to z, A to Z)
      • Mix capital and lowercase letters
      • Cannot contain any spaces
      • Cannot have been used before as a password on MVP Health Care Web site
      • Include similar-looking substitutions, such as the number zero for the letter 'O' or '$' for the letter 'S'.
      • Create a unique acronym.
      • Include phonetic replacements, such as 'Luv 2 Laf' for 'Love to Laugh'.

       

      Things to avoid:

      • Don't use a password that is listed as an example of how to pick a good password
      • Don't use a password that contains personal information (name, birth date, etc.)
      • Don't use words or acronyms that can be found in a dictionary
      • Don't use keyboard patterns (asdf) or sequential numbers (1234)
      • Don't make your password all numbers, uppercase letters or lowercase letters
      • Don't use repeating characters (aa11)

       

       

      3. Do remember that passwords are case sensitive.

      So, if your password was LoginUser1, then you must remember to enter the L and the U as capital letters when you enter it in the login box.

       

      4. Do update your profile with a valid e-mail address and security question / answer.

      • Keep your user profile up to date with your current email address at all times.
      • Take the time to provide select and answer a security question.
      • These two pieces of information enable you to use our online Forgot Username and Forgot Password features in the event you forget your login credentials.

       

      Helpful hint: Consider using a password management tool.

      • There are many password management tools that have functions to help your security online, including: storing login details for different Web sites, automating log-in to Web sites, and creating secure passwords.

       

      • KeePass <http://keepass.info/>  is a free password manager. There are versions for Windows, Linux, Mac OS X, and mobile devices. You can even run it on a USB.

       

      If you forget your username or password:

      • Please use the Web site Forgot Username or Forgot Password features.
      • If you do not have an e-mail address for this account or have not set up your Security Questions, contact eSupport at 1-888-656-5695, Monday – Friday from  7:00 a.m. to midnight Eastern Time. On Saturday and Sunday, representatives are available from 8:00 a.m. to 4:00 p.m.

    • What are Security Questions?

      You can set up a security question and answer that will enable you to retrieve your Password without calling our eSupport Help Desk. Once logged in, you can set up Security Questions within your user profile. If you have questions, please contact eSupport at 1-888-656-5695 between 7:00 a.m. to Midnight, Monday through Friday or between 8:00 a.m. - 4:00 p.m. on Saturday and Sunday.

    • How do I set up additional accounts for personnel in my office?

      To set up additional user accounts, please contact eSupport at 1-888-656-5695 between 7:00 a.m. to Midnight, Monday through Friday or between 8:00 a.m. - 4:00 p.m. on Saturday and Sunday.


  • Security

    •  What Makes Our Site Secure?

      With MVP Health Care Online, all your account information is protected by 128-bit encryption to maintain the privacy and confidentiality of your data.

    • What is Encryption?

      Encryption is the scrambling of data into a code which is unreadable to anyone who does not have the key.

    • Is Your Browser Secure?

      The only thing you need to take advantage of strong encryption technology is a secure browser, one that supports 128-bit encryption. By requiring a browser that supports 128-bit security, MVP Health Care makes sure that you have a strong lock on your personal information. MVP Health Care is committed to ensuring the security of your transactions by using the latest Internet security technology.

      If your browser does not support 128-bit encryption, then please upgrade to one that does before proceeding to the MVP Health Care Log On screen.

    • Why do I need a 4-digit PIN? (Members only)

      All Member users logging in after August 24, 2009 will be required to enter a 4-digit PIN in their user profile. This PIN provides a way for our website eSupport help desk to verify your identify as they are unable to view security answers or passwords due to encryption.


  • Browser and Computer Settings

    •  What Browser Should I Use?

      Although the site is built to be viewable by a wide variety of browsers, to use our secured applications we recommend using one that is up-to-date and Java-compatible. To optimize your viewing experience, we recommend using Internet Explorer 7 or Mozilla Firefox 3.0.

      Tip: To find out which version your browser is, go to your browser's "Help" menu, and select "About.

    • How should I configure my browser to optimize my experience?

      Some problems have been known to occur for users with specific browser settings.  For best results, please ensure that your browser is configured accordingly:

      1. Accept cookies. (show me how)
      2. Allow pop-ups. (show me how)
      1. Add www.mvphealthcare.com (or www.mvpselectcare.com) and www.preferredcare.org to your trusted sites list.   

      If you are having trouble logging in, or if you are experiencing an error while you are navigating the web site please contact eSupport at 1-888-656-5695.


    • What display settings do I need on my computer?

      The optimal display configuration to use the site is 256 colors or better at 1024X768 resolution - the site was not designed for use at 16 colors, though you can certainly still use the site even if 16 colors and 640 by 480 resolution is all you have available.

      Tip: To find out how to change your computer's video settings, refer to your operating system’s help menus and/or manuals.



  • Miscellaneous

    • Why can’t I see historical information online?

      As a result of MVP consolidating its back-end systems, some members of select employer groups may have limited access to historical information online (e.g. claims, authorizations, member payments).    Member Services can still look up this information, but it is no longer accessible online. If you have questions about historical information no longer available on the Web site, please call Members Services at the phone number shown on the back of your Member ID Card or Click Here for contact information. 

    • Why do I need to provide ‘additional’ information to view Web content?

      There are instances in which we will require you to identify yourself with your MVP member ID, make a geographic selection to tell us where you live or work, or provide other information about yourself. This is so that we can present you with the correct information. Change your selection at any time by using the navigation options on the left side of your screen.

    •  Why are my bookmarks on your site no longer working?

      We have recently integrated several Web sites into a single presence. We made every effort to apply re-directs to the most frequently used Web pages to provide uninterrupted access, but not all pages have automatic re-directs. We apologize for any inconvenience.