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  Sign on  
  Why do I need to sign on?  
  What if I don’t have a user ID or password?  
  What if I forgot my user ID or password?  
  Why am I getting an "account locked" message when I try to sign on?  
  What if I have a user ID or password but still can't sign on?  
     
  Change password  
  How often do I need to change my password?  
  How do I change my password?  
  What are the format guidelines for passwords?  
     
  Browser information  
  Which browsers work best with these online features?  
  What should my browser settings be?  
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Sign on
   
  Q: Why do I need to sign on?  
  A: To protect the privacy of Kaiser Permanente members, we ask that you sign on to use these secure features.  
     
     
  Q: What if I don't have a user ID or password?  
  A: If you don't have a user ID or password and would like to use these features, please contact Kaiser Permanente.  
     
     
  Q: What if I forgot my user ID or password?  

  A: If you forgot your user ID or password, please contact Kaiser Permanente.  
     
     
  Q: Why am I getting an "account locked" message when I try to sign on?  
  A: Your account has been disabled because there were five unsuccessful attempts to sign on. This is a routine security measure to protect the information in these tools from being accessed by unauthorized users. To unlock your account, please contact Kaiser Permanente.  
     
     
  Q: What if I have a user ID or password but still can't sign on?  
  A: You may need to change a few settings on your computer in order to access our secure features. Please see the "Browser information" section below for more explanation.  
     
     
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Change password
   
  Q: How often do I need to change my password?  
  A: To protect your account, we recommend that you change your password regularly. If you have not changed your password in the last 120 days, you will be required to change your password when you sign on.  
     
     
  Q: How do I change my password?  
  A: You can change your password by clicking the "Change password" link from the provider home page. If your password has not been changed in the last 120 days, you will be automatically redirected to the "Change password " screen when you sign on.  
     
     
  Q: What are the format guidelines for passwords?  
  A: When creating your password, please follow these guidelines:

  • Passwords must be between 8 and 50 characters long.
  • Passwords are case sensitive. They can contain both uppercase and lowercase characters.
  • Passwords must contain at least one letter and one number.
  • These symbols are allowed in the password: ~ ! @ # $ % ^ * ( ) _ + = - . ?
  • Do not use commonly used passwords such as "password" or "Internet."
  • Passwords cannot contain the user's first or last name, or phone number.
  • Passwords cannot contain four consecutive characters (1234, DCba) or four of the same characters (1111, aaAA).
  • You cannot reuse your current password.
 
     
     
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Browser information
 
   
  Q: Which browsers work best with these online features?  
  A: In order to sign on and have our features work and display properly, you need to have a Windows or Macintosh operating system that can run the following compatible browsers:

  • Google Chrome.
  • Apple Safari.
  • Internet Explorer 7.0, 8.0, or 9.0.
  • Mozilla Firefox 10 or later.

While other browsers and operating systems may work with our secure features, we cannot guarantee compatibility.

If you need to install a compatible browser version, please visit the Web sites for Google Chrome, Apple Safari, Microsoft Internet Explorer, or Mozilla Firefox.

 
     
     
  Q: What should my browser settings be?  
 

A: To ensure that you're able to sign on and use our secure features, please follow these guidelines:

Use high (128-bit) security encryption
To protect the security of the information you send to and receive from our online features, you must not disable high (128-bit) security encryption on your browser.

Security encryption is a system of scrambling information so that when you send and receive information while signed on, the information cannot be read by anyone else. If you need to install a browser with 128-bit security encryption, please visit the Web sites of Google Chrome, Apple Safari, Microsoft Internet Explorer, or Mozilla Firefox.

For help determining whether you have 128-bit security encryption enabled, consult the help sections of the Web sites for Google Chrome, Apple Safari, Microsoft Internet Explorer, or Mozilla Firefox.

Enable cookies
To sign on to our secure tools, your browser must store an Internet "cookie". This cookie is a unique identifier that allows us to customize the information that we present to you. To enable cookies, please refer to your browser's help section.

Enable javascript
For all of our features to display and work properly, you will need to enable javascript on your browser.

Javascript is a small piece of computer code that is built into Web pages to make features such as mouseovers work. (An example of a mouseover is a title that displays menu options when your mouse rolls over the title.)

For help enabling javascript on your browser, please consult the help sections of the Web sites for Google Chrome, Apple Safari, Microsoft Internet Explorer, or Mozilla Firefox.

Adjust proxy settings
Your company or Internet service provider might use a proxy server. If so, your computer can't get information directly from the Internet. Instead, the information goes through the proxy machine, which then transfers the information between your computer and the Internet.

If your access to the Internet is through a proxy server, you may need to contact your company's network support staff or your Internet service provider to adjust your browser's proxy settings.

 
     
     
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