Multifactor authentication

Multifactor authentication is a step in the account login process. If your username and password are stolen, this step makes it harder for someone to break into your account and access your information. 

After you enter your username and password, you’ll need to enter a code to verify your identity. You’ll have to do this only when we don’t recognize the device you’re using or if we think someone else is trying to get into your account.

Harvard Pilgrim is committed to keeping the information we have about you and the care you receive confidential and secure. Multifactor authentication helps strengthen security for your member account and your data.

You can have us send a verification code to your email address, or you can use an authenticator app on your mobile device to generate a code. 

We’re not currently able to send verification codes via text message.

After you enter your username and password, you’ll choose whether you want us to send your verification code by email or use an authenticator app on your mobile device to generate a code.

Check your email or authenticator app for the code, then enter it to complete your login.

You can use the email address that’s already registered with your Harvard Pilgrim member account. You’ll be able to change it if you’d rather use another one.  

Go to the app store on your mobile device to download an authenticator app. We recommend Microsoft Authenticator, but you can use another one if you prefer. Visit the App Store (for Apple devices) or Google Play (for Android devices) to download an authenticator app.

1. In the app, select the “+” icon to add an account, choose“Other (Google, Facebook, etc.)” and then “Scan QR code.”
2. Scan the code that’s shown on the “Scan your QR code to begin” screen in your online account. If you cannot scan the code, choose “Or enter code manually” in the authenticator app and enter the account name and secret key.
3. Enter the six-digit code from the app into the “Verification code” field in your online account.

You’ll have to use multifactor authentication only when we don’t recognize the device you’re using or if we think someone else is trying to get into your account.

You won’t be able to log in to your Harvard Pilgrim member account if you don’t set up multifactor authentication.

Try requesting another code. If the new code doesn’t work, contact Member Services. 

Yes. If the code you received doesn’t work, try requesting another one. If the new code doesn’t work, contact Member Services. 

You can log in to your online account and update how you receive your verification code.   In the “Your account” section:

• Select “Account & login settings”
• Under “Multifactor authentication,” choose “Change your preference”
• Choose email or authenticator app to update your preference

If you can’t log in because you need to enter a verification code, contact Member Services. They will reset your multifactor authentication setting so you can update your preference.

Yes. If you change your mind about receiving your verification code by email or authenticator app, you can update your preference. In the “Your account” section:

• Select “Account & login settings”
• Under “Multifactor authentication,” choose “Change your preference” 
• Choose email or authenticator app to update your preference

No. We’re requiring all members to use a verification code sent via email or generated from an authenticator app to be able to access their Harvard Pilgrim online accounts.