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Portal Frequently Asked Questions

How do I get access to the secure portal?

Members (for access to plan and benefit information online)

Once you have received your HAP ID Card, please complete your registration here. You will then have access to the secure Member portal.

Providers (for access to HAP online applications)

You have three options:

  • Check with the ID Administrator in your office.
  • If you are the ID Administrator, our Manage Users Tutorial will help you:
    • Create IDs
    • Reset passwords
    • Control access for website functions for your office staff
  • Complete our online registration process.

Employers (for access to HAP’s Online Employer Services)

To receive a username/ID number and password to access HAP’s Online Employer Services, please email empportalworkgroup@hap.org.

Producers (for access to HAP’s Online Producer Services)

  • Producer information and pdfs are available.
  • Book of business details are not available on the Producer Portal
  • Find the information you need to provide your clients including:
    • Medicare Enrollment Tool
    • HAP Connect Online Quoting System
    • Callidus Cloud Commission System
    • Summaries of Benefits and Coverage
    • Marketing Collateral
    • Information on HAP Producer Bonus and Commission Programs

Register for Producer Portal access here.

If you have questions about the producer portal, send your inquiries to HAPCommissionsDept@HAP.ORG

What has changed with the Member Portal login?

To boost your account security, HAP has updated the login process with 2-step verification. 2-step verification adds a second layer of defense to protect your HAP data and helps prevent unauthorized access to your HAP online account.

With 2-step verification, your HAP online profile will change. You will need to:

  • Create a username - no more logging in with your hard-to-remember ID number.
  • Provide an email address not used by another HAP member to receive your verification code.

Once your HAP online profile has been updated, you can log into the secure HAP member portal using your new username and password and complete the 2-step verification using the verification code sent to your email address.

How do I log in if I already have a HAP Member Portal account?

Step-by-step for existing users:

  1. Visit hap.org and click “Login” and log in using your ID number and password.
  2. Create a username and enter a valid email address.

    Note: Your email address must be unique (not shared with another member) and will be used to send you verification code.

  3. Log out and log back in using your new username and password.
  4. Check your email for a 6-digit verification code.
  5. Enter the code to complete the 2-step verification.

Watch the step-by-step video below.

What if I am a new HAP member?

To register for the first time for an online account:

  • Click “Register” on the member login page.
  • Enter your name, date of birth and information from your HAP ID card.
  • Provide a valid email address and cell phone number.
  • Create your username and password.
  • Choose your communication preferences and agree to the terms and conditions.
  • Once registered, log in with your new username and password.
  • Complete 2-step verification by entering the 6-digit code sent to the email address provided during registration.

Why is HAP making this change for members?

HAP is updating the login for the Member Portal by adding 2-step verification. 2-step verification adds a second layer of defense to protect your HAP data and helps prevent unauthorized access to your HAP online account. It is used to make sure that people trying to gain access to an online account are who they say they are.

What should I do if I do not receive the verification code?

  • Check your spam or junk folder. The email is coming from noreply@hap.org.
  • Click “Resend” to send another verification code to your email.
  • Call Customer Service for help verifying the email address on your HAP online account.

Will the mobile app require 2-step verification?

  • The HAP mobile app does not require a verification code for login. HAP mobile app users can use their phone biometrics as the additional layer of security.

How can I add an Authenticator App?

  • You can add an authenticator app during the login process by selecting “Add Authenticator App” in the upper left-hand corner of the verification code entry screen.
  • If you are already logged into the member portal, select Update Profile under your name, then select the Authentication Methods tab and choose “Add Authenticator App”.

What Authenticator App can I use?

Both can be downloaded from the Apple App Store or the Google Play Store.

Can I add an Authenticator App to my computer?

You can but it is easier from a mobile device.

How do I update my member password?

Log in using your username/ID number and password. Select Update Profile under your name then select the Profile Security tab and choose Update next to Password. You will be asked to enter your current password and the desired new password. Your password must include at least 12 characters, one upper case letter, one lower case letter and one number.

I forgot my password and am locked out. What should I do?

You have these choices:

  • If you are a member and have already created a username, click “Forgot Password” on the login screen and enter your username. You will be prompted to verify your identity using 2-step verification. After successful verification, you can reset your password and regain access to your account.
  • If you are a member and do not have a username, click “Forgot Password” on the login screen and then click the “here” link. Complete the form and answer your security question to reset your password and regain access to your account.
  • If you know your password, you can try logging in again after 30 minutes.
  • If you are a provider, contact your ID Administrator.

I am a member, but my account has been deactivated. What should I do?

An account can be deactivated if you answer your security question incorrectly three times. Once an account has been deactivated, you must reregister. If your account has been deactivated without your knowledge, please contact us.

I am a member, what if I have not created a username yet and forgot my password?

Reset your password here. You will need to enter information from your HAP ID card and other identifying materials to retrieve your account. Once your account has been retrieved, you must answer your security question to reset your password.

How do I recover my member username?

If you have created a username, use the “Forgot Username” option on the login screen. Enter your email address associated with your HAP online account. Once your account is found, your username will be sent to your email. If you do not have a username, use your ID number from your HAP ID card to login.

I received an error message about formatting issues or errors. How do I correct that error?

Our website, applications and vendor sites are certified for Safari, Google Chrome, Firefox and Microsoft Edge. Please upgrade to the latest version of your browser.

I received an error when trying to open a PDF file. How do I view the PDF file?

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

I bookmarked a page on the HAP website. I returned using the bookmark and received an error message. 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 to view these pages. Please change your bookmark to the HAP homepage.

If I have other questions, who should I contact?

  • Members
    You can log in and send a secure email using the “Message Center”. You can also contact us here.
  • Providers
    Contact HAP Provider Services with any questions you may have. Please allow 24-48 hours for a reply.

  • Employers
    Contact your HAP Sales Account Manager.

  • Producers 
    Contact Producer Relations at (800) 427-7587
  • Payers
    Contact your Payer Service Coordinator at (248) 443-2027