Recent system changes have prevented some of our members from using our mobile app or secure web tools. We are working hard to correct those issues and expect to have most resolved as quickly as possible.
If you are trying to pay your monthly premium payment and are unable to, please use our telephone option to pay your bill by calling 757-687-6434 or 1-888-737-5479 and selecting option 2 to pay by phone with a Sentara Health Plans representative.
If you are having difficulties with our mobile app or secure web tools, here are some tips that may assist.
- If you have deleted your member portal account and would like to re-register the account, you should be able to do so now. You will be required to choose a new username.
- If your account has been locked, you may use the password reset process to immediately unlock the account or you can try again in 24 hours.
- If you are experiencing password reset issues, please allow up to 24 hours to receive your password reset email and ensure you are entering your information correctly.
- If you have received multiple reset password emails, use the link of the email most recently received.
- If you are experiencing an invalid password error but are confident your password is correct, follow the “forget password” process to change your password. Make sure the new password has not been used previously and follows the requirements.
- Passwords are case sensitive.
- Username fields do not accept special characters, such as the @ symbol used in email addresses which means your username is most likely not your email address. You can recover your username through our Forgot Username tool. If you were able to register using an email address, copy and paste your email address into the username field on a desktop browser.
We apologize for any inconvenience.