Verify Your Identity

You must verify your identity when you use self-service to:

  • Retrieve your One Healthcare ID (Find One Healthcare ID: Verify Your Identity)
  • Reset your password (Reset Password: Verify Your Identity)
  • Unlock your account (Unlock Your Account: Verify Your Identity)

You must also verify your identity before setting up your security questions for the first time or if you have asked to have your security questions reset.

Verification options include your email address, mobile phone number, and security questions. Only those options that have previously been verified are available.

In this topic:

How to verify your identity to retrieve your One Healthcare ID

Step

Action

1 

To verify your identity by email:

  • Select Secondary email.

    Tip: Part of the email address is displayed.

    Select Next.

  • Enter the Verification code.

  • Select Next.

Tip: If you have verified both your primary email address and a secondary email address, select the button for the email address you want to use to receive this verification code.

2 

To verify your identity by text message:

  • Select Text message.

    • Tip: The last four digits of the phone number are displayed.

  • Select Next.

3 

To verify your identity by answering your security questions:

  • Select Security questions.

  • If you have answered security questions, enter the answers to your security questions and select Next.

  • Select Next.

Note: After five failed attempts, you must use a different method to verify your identity.

4 

To verify your identity by phone call:

    Select Call Me.

  • Select Next.

  • Select Next to confirm that you are opting to receive a phone call.

    • Answer the phone and confirm that you want to receive the call from Optum.

    Use the keypad on the phone to enter the verification code.

5 

If you received your One Healthcare ID by email or text, enter it in the One Healthcare ID or email address field on the Sign In With Your One Healthcare ID page.

Tip: If you retrieved your One Healthcare ID by ansering your security questions or by phone call, your One Healthcare ID is entered automatically when you successfully verify your identity.

6 

Type your Password.

7 

Select Sign In.

Note: If you have recently been granted access to additional services, or if a service has been upgraded, you may be asked to provide additional information.

How to verify your identity to reset your password or unlock your account

Step

Action

1 

To verify your identity by email:

  • Select Secondary email.

    Tip: Part of the email address is displayed.

    Select Next.

  • Enter the Verification code.

  • Select Next.

Tip: If you have verified both your primary email address and a secondary email address, select the button for the email address you want to use to receive this verification code.

2 

To verify your identity by text message:

  • Select Text message.

    • Tip: The last four digits of the phone number are displayed.

  • Select Next.

3 

To verify your identity by answering your security questions:

  • Select Security questions.

  • If you have answered security questions, enter the answers to your security questions and select Next.

  • Select Next.

Note: After five failed attempts, you must use a different method to verify your identity.

4 

To verify your identity by phone call:

    Select Call Me.

  • Select Next.

  • Select Next to confirm that you are opting to receive a phone call.

    • Answer the phone and confirm that you want to receive the call from Optum.

    Use the keypad on the phone to enter the verification code.

5 

Enter your New password on the Reset Password page.

6 

Enter your password again in the Type password again field.

7 

Select Next.

8 

You can now sign in to One Healthcare ID:

  • Select Email Address or One Healthcare ID from the Sign in with drop-down list.

    Tip: One Healthcare ID will remember your choice the next time you sign in from this device.

  • Type your One Healthcare ID or registered email address in the One Healthcare ID or Email address field.

    Note: If you have a shared email address, you must use your One Healthcare ID to sign in.

  • Type your Password.

    • Tip: To display the characters you type, click the icon. Click the icon to mask the characters with asterisks.

  • Select Sign In.

Note: If you have recently been granted access to additional services, or if a service has been upgraded, you may be asked to provide additional information.

How to verify your identity to set up your security questions

Step

Action

1 

To verify your identity by email:

  • Select Secondary email.

    Tip: Part of the email address is displayed.

    Select Next.

  • Enter the Verification code.

  • Select Next.

Tip: If you have verified both your primary email address and a secondary email address, select the button for the email address you want to use to receive this verification code.

2 

To verify your identity by text message:

  • Select Text message.

    • Tip: The last four digits of the phone number are displayed.

  • Select Next.

3 

To verify your identity by answering your security questions:

  • Select Security questions.

  • If you have answered security questions, enter the answers to your security questions and select Next.

  • Select Next.

Note: After five failed attempts, you must use a different method to verify your identity.

4 

To verify your identity by phone call:

    Select Call Me.

  • Select Next.

  • Select Next to confirm that you are opting to receive a phone call.

    • Answer the phone and confirm that you want to receive the call from Optum.

    Use the keypad on the phone to enter the verification code.

5 

Select and answer your Security Questions:

  • Select your first security question from the Security question 1 drop-down list.
  • Type the answer to your first security question in the Security answer field below the question.
  • Repeat the above steps for Security question 2 and Security question 3. Each security question must have a unique answer.

6 

Select Next.

7 

You can now sign in to One Healthcare ID:

  • Select Email Address or One Healthcare ID from the Sign in with drop-down list.

    Tip: One Healthcare ID will remember your choice the next time you sign in from this device.

  • Type your One Healthcare ID or registered email address in the One Healthcare ID or Email address field.

    Note: If you have a shared email address, you must use your One Healthcare ID to sign in.

  • Type your Password.

    • Tip: To display the characters you type, click the icon. Click the icon to mask the characters with asterisks.

  • Select Sign In.

Note: If you have recently been granted access to additional services, or if a service has been upgraded, you may be asked to provide additional information.

Chat with support

You may see a Chat with support link. You can use this link to chat in real time with a member of the support team.

Step

Action

1 

Select Chat with support.

2 

Enter your identifying information:

  • Type your First Name.
  • Type your Last Name.
  • Type your Email address.

3 

If you know your One Healthcare ID:

  • Select Yes.
  • Enter your One Healthcare ID.

4 

Select a Help Topic from the drop-down list.

5 

Enter a description of your issue.

6 

Select Start Chatting. A chat window opens and a member of the support team will join the chat shortly.

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