Health Alliance Plan

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Members Login/Password Help

I forgot my User ID. What should I do?

Your User ID is your ID number. Your ID number is located on your ID Card. If you cannot locate your ID number, please call:

If you registered during HAP Personal Alliance enrollment process and forgot your user id , you need to verify your account information and answer the challenge question you created during the registration process.

I forgot my password. What should I do?

If you forgot your password , you need to verify your account information and answer the challenge question you created during the registration process. You will then be able to create a new password. Your new password must be a minimum of eight (8) characters with at least one upper case letter, at least one lower case letter and at least one number.

If you registered during HAP Personal Alliance enrollment process and forgot your password , you need to verify your account information and answer the challenge question you created during the registration process.

I would like to change my password. What should I do?

If you are a HAP member and would like to change your password, log in using your current user name and password and click the "update profile" link. You will be asked to enter your current password and your desired new password. Your new password must be a minimum of eight (8) characters with at least one upper case letter, at least one lower case letter and at least one number.

My account has been deactivated. What should I do?

Once an account has been deactivated, you must re-register. If your account has been inactivated without your knowledge, please contact:

I received error messages about formatting issues or errors.

Our Website, applications and vendors sites have been tested and are certified for the following versions: MS IE 7, 8, 9 and 11.

Please upgrade Microsoft Internet Explorer , if necessary.

If using an Apple computer, the Safari browser is recommended.

I received a pop-up message indicating there is a JavaScript Error.

Your Internet browser might not support some visual elements of the page being displayed. If the page does not function properly, please try this:

For Internet Explorer: Go to Browser settings in the "Tools" menu. Select "Internet Options." Select the "Advanced" tab. Check "Enable Java" and "Enable JavaScript." Click "OK."

I received an error when trying to open a PDF file.

We strongly recommend using the latest Adobe Reader (a free download) to view our PDF files. Please upgrade, if necessary.

I received a "system is currently unavailable" error message.

This may be due to a browser caching issue. To clear your cache in Internet Explorer, you need to delete "temporary internet files." This is done in your tools menu (specific steps depend on the version of IE.) After clearing cache, open a new browser window and try to login again. If you still receive an error, please contact:

I bookmarked a page on the HAP Web site and then returned using the bookmark and received a message that indicates, "You have not been authenticated for secure applications. Please click OK to navigate to HAP home page & then to the appropriate portal page." What should I do?

You have bookmarked a secure page. Pages that are viewed after login cannot be accessed through a bookmark. You must log in first in order to view these pages. Please change your bookmark to the hap.org home page.

I am getting a blank screen when I try to register. What should I do?

This is most likely due to your web browser. Please use Microsoft Internet Explorer or Apple Safari

I have other questions. Who can I contact?

You can log in and send a secure e-mail using "Send and Receive Messages" or call:


For comments and suggestions about the HAP Web site, e-mail the HAP Webmaster at webmaster@hap.org.