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Help with signing on

Help with signing on

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Why do I need to sign on?

We ask you to sign on to protect the privacy of your health information when you’re using our time-saving services, for example, our appointment or pharmacy centers.

How do I get a user ID or password?

If you don't have a user ID or password, you can register today, but you can enjoy these great features right now:

What happens if I forget my user ID or password?

We can show your user ID if you give us a little information about yourself.

Forgot your password? You can reset your password online or have a new password mailed to you.

What do I do if I have a user ID and password but still can't sign on?

If you’re having trouble using our site, you may need to adjust your browser settings. Here are the most common settings you should check:

  • Use a compatible browser: We recommend using one of these browsers to view our site. If you’re using a different or outdated browser, our website functionality and information may not work for you.
  • Check your encryption: Security encryption scrambles your information so that the information cannot be read by anyone else. To sign on to our site, you must have high (128-bit) security encryption enabled on your browser.
  • Allow cookies: A cookie is a unique identifier that allows us to customize the information that we present to you, for example, a list of pharmacies just in Northern California. To sign on to our site, you need to set your browser to allow cookies. Our cookie doesn’t contain information about you or your health history, and we don’t allow other companies to place cookies on your computer while you're on our site.
  • Enable JavaScript: JavaScript is a piece of computer code that runs features like mouseovers (items that appear when your mouse rolls over part of a page). For all our website features to display and work properly, you will need to enable JavaScript on your browser.
  • Adjust proxy settings: Some companies and Internet service providers use a proxy server to get information directly from the Internet, which it then shows on your browser. Contact your company's network support staff or your Internet service provider to adjust your browser's proxy settings.

What if I still can't sign on?

If you’ve tried changing your computer settings and you are still having problems signing on, call us at 1-800-556-7677 (toll free). Please have your Kaiser Permanente Health/Medical Record number ready.

Our business hours, except on major holidays, are:

  • Monday through Friday, 6 a.m. to 7 p.m. Pacific Time
  • Saturday and Sunday, 7 a.m. to 3 p.m. Pacific Time

You can also send us an email.

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