How to unlock your account

Your account is locked if you enter an incorrect combination of a One Healthcare ID and password five times. In this case, you can use verified information from your profile to unlock your account. Verified information options can include:

  • Email address
  • Mobile phone
  • Security questions

How to unlock your account

Step

Action

1 

Select Continue on the Account Locked page.

2 

On the Reset Password: Verify your identity page, select the recovery option you want to use:

  • 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: You can have both a primary and secondary email address in your profile.

  • To verify your identity by text message:

    • Select Text message.

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

    • Select Next.

  • 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.

  • 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.

3 

Enter your New password on the Reset Password page.

4 

Enter your password again in the Type password again field.

5 

Select Next.

6 

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.

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