Technical Help for Members
If you can't find the answer you need, you may:
- See Frequently Asked Questions
- Use the Website Feedback and Support form to submit your question
- Call Member Services during standard business hours, Monday through Friday
- Tweet us @KPWAhelp
Sign On and Passwords
I can't sign on to the secure member website.
You must register for Kaiser Permanente member website before you can sign on. If you have completed registration:
- Make sure you are entering your correct member ID number and password. Your ID number is on your member card. Your Kaiser Permanente password is case-sensitive.
- Not sure you're using the right password? You may create a new one at Forget your password? (The link also is on the sign-on page, below the password field.) You also may call Member Services for password assistance during business hours, Monday through Friday.
- If you haven't signed on during the last 18 months, you will have to start over and register again.
How do I change my password or my security question?
Sign on and go to Account Profile at the top of the left column.
Why was I locked out? How do I sign on now?
You'll be locked out if you have 5 unsuccessful attempts to sign on. The lock-out is a security measure to protect against hackers. A lock-out usually happens because someone isn't aware they incorrectly entered their member ID number or password.
The 5 attempts don't have to occur at the same time. Maybe you tried 3 times last week, and then you tried 2 times today and couldn't sign on, and that added up to the limit of 5 consecutive failed attempts. (The count goes back to zero when you do successfully sign on.)
To get access again, follow the instructions on the error page you see when you try to sign on. Our system can send a temporary password to your personal e-mail address so you can create a new password. Or call Member Services for assistance during business hours, Monday through Friday.
I asked for a temporary password but didn't get an e-mail.
This will happen if we don't have your current personal e-mail on file. If you have another e-mail address, you may want to check that inbox.
Of course, you cannot check or change your password without signing on. You'll need to call Member Services for assistance during business hours, Monday through Friday.
Updating E-mail, Information
How do I change my e-mail address or other personal information?
To change your e-mail address, sign on and go to communication preferences at the top of the left column. You'll see a field where you can check or change your e-mail address.
It's important to make sure we have your current e-mail address. That is the e-mail where temporary passwords are sent if you are locked out and where you receive notices when you have new messages in your member inbox.
To change other information, sign on and go to "Account Profile" at the top of the left column. You can change your street address, stored bank card information, coverage status, and other information there.
How do I change my bank card information?
Sign on and go to the Account Profile in the top left of your secure home page.
You also can edit, remove, or add bank cards when you order pharmacy refills online or pay a Kaiser Permanente bill online.
I lost my Kaiser Permanente member ID card. How can I get another one?
You can order a new ID card online if you are registered and signed on to the Kaiser Permanente member website. Or call Member Services during business hours. You will receive a new card in the mail in approximately 10 business days.
Meanwhile, you can still receive medical care from your medical center if you need care.
About Your Member ID Card
Personal Online Services
I don't see all services, such as e-mailing my doctor.
If you completed registration, call Member Services during business hours to get all your services switched on right away.
The reasons you may not see all services after finishing the registration:
1. If you don't get your primary care at a Kaiser Permanente medical office location, you will only have some online services. You'll be able to refill prescriptions online, get a Health Profile assessment, and check your health coverage and benefits online. However, you won't be in the system that allows you to e-mail Kaiser Permanente doctor, or make appointments and see lab results online.
2. You chose a primary care doctor after you registered. To have the rest of your services activated, call Member Services during business hours, Monday through Friday.
3. You haven't chosen a personal physician yet. (See Choosing or Changing Your Doctor section on this page.)
Where is the link to e-mail my doctor?
After you sign on to the secure member site, you'll see the "E-mail Your Health Care Team" link in the center column of your home page and in the left column of any page on the secure site. (The Provider Directory doesn't have secure e-mail links.)
If you are signed on and have access to some personal online services, but don't have secure e-mail, see the previous question.
The "Reply" button doesn't work to e-mail my doctor.
For most secure messages, you can only reply to the message for 30 days. After a month, the Reply button disappears but if the person is in your e-mail list, you can create a new message.
Sometimes, a new message doesn't have a reply button. For example, if another doctor is filling in for your regular doctor during vacation, a reply button won't display.
If you want to e-mail your doctor and can't use the reply button, start a new message.
I can't send a message because the "Send" button doesn't work.
The send button won't be active until all parts of the message are complete. You must type something in both the subject and message fields.
If you pasted your whole message in the message field, try typing in another period or any other character.
In the list of providers I can e-mail, why is a doctor listed that I've never seen?
Occasionally, doctors you have not had an appointment with may be listed in the drop-down menu, such as specialists who have consulted with your doctor or helped analyze a test result. Our system automatically lists all doctors who have participated in your care.
Where are my lab results and immunization records?
After you sign on, click on Medical Record at the top of your secure home page. Lab results and immunization records are in this section.
You must get care at a Kaiser Permanente medical office to see your lab results in Kaiser Permanente member website.
When I sign on, I have an alert that a new message is in my Message Inbox. When I open the link, I don't see anything new.
This problem may occur if you have a web accelerator installed on your computer, such as Fasterfox or Google Web Accelerator.
Web accelerators are hardware or software that seem to make your browser access web pages more quickly. They do this by caching (or storing) previously accessed pages, or by "pre-fetching" documents or pages likely to be accessed in the near future. However, if an old message or lab result has been cached, the accelerator may skip new messages or lab results and go directly to the cached one.
If you know you have a web accelerator installed on your computer, disable it and then try checking your messages or lab results again. If you aren't sure whether there is a web accelerator on your computer, or you have disabled it and the problem persists, please contact Member Services.
I use Safari and cannot finish placing a Pharmacy refill order. What's up?
If you are using an older Safari browser, you may have started having problems with our Pharmacy online refills in early 2015. Some members got online messages to keep signing on or that they couldn't use a saved credit card.
We apologize for the inconvenience. You can solve the problems by updating to a more recent version of Safari. You also can call our automated Pharmacy line to place a refill order at 206-901-4444 or 1-800-245-7979.
Have other questions about an online service?
Open the online service you have a question about — refilling prescriptions, making appointments, viewing lab results, or whatever — and go to the "About This Service" link at the top of the page.
Each type of service has its own About This Service page, which explains how the service works and answers common questions.
The pages don't look quite right. What Web browsers does Kaiser Permanente support?
We support the more recent versions of commonly used browsers, primarily Internet Explorer, Firefox, and Safari.
If you are using an older browser, you should consider upgrading to a more recent version to get the most satisfactory experience on the Kaiser Permanente site.
I am having trouble opening PDF links.
Adobe Reader is a free program that allows you to access PDF files. If you don't have Adobe Reader or need to upgrade, you can download this software free from the Adobe website.
I can't find or open a page that I bookmarked. What happened?
We occasionally make changes to the organization of our site and the location of some pages may change, or some pages may be removed. Usually pages that are moved will automatically go to the new location. Otherwise, use the search box at the top of all pages.
I've heard that I should clear my cache for security reasons. How is that done?
The cache is a collection of web pages you've recently visited. The browser saves the pages in a list that can be reviewed, such as your history list. The cache then helps pages reload faster when you return to them.
Clearing the cache will increase the security and privacy of your information because no one will be able to see your browsing history. This is important if you're using a public computer, such as at a library. If you don't know how to do this, search for "clear cache" or "clear browsing history" in the Help section for your browser window.