Reset my password


How do I reset my password?

If you’ve set up security questions and can answer them correctly, you’ll get a new password right away. Otherwise, a new (temporary) password will be mailed to the home address on your account.

There are 2 ways to do this:

  • Go to your account and reset your password online.
  • To reset your password over the phone, call our Help Desk at (800) 556-7677 during these times (excluding major holidays):
    • Monday through Friday, 6 a.m. to 7 p.m. Pacific time
    • Saturday and Sunday, 7 a.m. to 3 p.m. Pacific times

Why are personal questions needed for a new password?

To protect your privacy, we verify the identity of someone wanting to reset a password. So we ask questions only you can answer.

The questions come from public record databases in areas such as real estate, city and county government, and the DMV. They’re typically about things like previous addresses, residents at those addresses, or cars that have been registered to you.

Why does my password keep getting rejected?

Passwords must:

  • be between 8 and 50 characters
  • contain at least one letter
  • contain one number or special character (!, @, #, etc.)

Your password cannot contain:

  • your birth date
  • your Health/Medical Record number
  • your telephone number
  • your user ID
  • your first or last name
  • 4 or more numbers or letters in a row (for example, 1234 or abcd)
  • the same character repeated more than 3 times in a row (for example, aaaa or 2222)

Why is my account locked after repeated sign on attempts?

To protect your personal health information, your account is locked after 5 incorrect tries. If you are locked out, please reset your password.

Reviewed by: Rebecca G. Wright and Valerie Mutavisky, September 2016