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




Select Continue on the Account Locked page.


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.


Enter your New password on the Reset Password page.


Enter your password again in the Type password again field.


Select Next.


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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