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Frequently Asked Questions
I logged in through my insure's website, how can I reset my username and password?
If you have logged in through your insure's website using Single Sign On (SSO), the forgot username and forgot password features do not apply.
What happens if I forgot my User ID?
On the welcome screen, there is a link below the "Log In or Register" buttons that says "I forgot my User ID". Click on that link. The system will ask you to re-enter information from your Health Plan Member Card and will email your User ID to you.
What are the guidelines for creating a User ID?
User IDs must be 6-25 characters. User IDs are not case sensitive.
What are the guidelines for creating a Password?
Your Password must be 8-25 characters, containing at least one number, one capital letter and one lower case letter. Passwords are case sensitive.
What does it mean if I received the error message, "Incorrect Password entered. Please try again"?
Your Password must be 8-25 characters, containing at least one number, one capital letter and one lower case letter. Passwords are case sensitive. You will be locked out after three attempts so if you do not remember your password, please click the "I forgot my password" link below the "Log In or Register" button.
I forgot my password and had a new (temporary) password provided for me. Why is the site asking for me to change my password?
When you log in with a temporary password sent to your email by the system, you will be asked to change your password to something of your own choosing. Then you will be able to log in with your User ID and the new password you have chosen.
I have tried to log in several times and have been locked out of the system. What should I do now?
A member is locked out of the website if a User ID or password is entered incorrectly three times. The website should be accessible again after 20 minutes have passed.
What OTC benefit information can I access from the Website?
There is a variety of account information you can access via the website such as:
1. View and manage OTC member account information
2. View catalog items
3. View available benefit balance
4. Determine when benefit expires
5. Determine when next benefit will be available
7. Search for specific over-the-counter products
8. Order over-the-counter products
9. Track orders and determine home delivery dates
10. Download a product catalog
11. Print a mail in order form (not available with all plans)
How do I request a catalog?
A link to download a product catalog is available on website. Click the My Account button at the top of the page and choose the "Download Catalog/Order Form" link.
Where can I find a mail-in order form?
A link to download a mail-in order form is available on the website for some plans. Click the My Account button at the top of the page and choose the "Download Catalog/Order Form" link. Only those plans that offer downloading of an Order Form from the website will show a dedicated Order Form link. Order Forms may also be obtained in your OTC catalog if available, as well as in all OTC orders shipped to you.
I changed my address in the "Ship to" area of the website. Why is my primary address not changed?
If you need to change your primary address, you will need to contact your health plan and your local Social Security Administration office to permanently update your address. Social Security will in turn provide the update to Medicare. Your health plan phone number can be found on the back side of your health plan member card.
Where can I find my available benefit or next benefit credit date?
Your available OTC benefit is listed on the welcome page of the website. Benefits credited monthly are available on the 1st day of each new month. Benefits credited quarterly on credited on the 1st day of each new quarter.
Can I use my benefit for someone else or combine with someone else (i.e. spouse, family member, or friend)?
No. This is a supplemental benefit under the insurance plan of the member and it is meant for the member to use only.
How do I check order status?
There is an "Order History" link on the "My Account" page. The "Order History" link contains a list of all orders placed for health products. The member can access this link to check the status of an order. The member can sort orders by order number, order date, or status. Even if a member places an order by phone or mail, the order will display in Order History on the website.
Why am I unable to find a product on the website that is listed in the catalog?
This may happen if the product is out of stock or recent product updates may not yet be on the website.
How many days does it take to receive an order?
Orders are delivered within 5-7 business days.
Is there a shipping and handling charge?
No. There is no charge to you for shipping and handling.