If you can’t log into your Marketplace account, follow these steps before contacting the Marketplace Call Center.
If you forgot your password
Here are some tips to help you remember your password:
- It has between 8-20 characters
- Passwords are case sensitive
- There is at least 1 uppercase letter, 1 lowercase letter, and 1 number
- It's different from your previous 6 passwords
- It doesn't contain any of these symbols = ? ( ) ‘ “ \ / & or brackets
If you tried again and still can’t log in, go to “Forgot your password?” We’ll send you an email with instructions to reset your password. To create a new password, you’ll need to answer the security questions you chose when you created your account.
If you forgot your username
If you created your account after February 2014, your username is probably your email address. If you created it before then, it’s probably not. Here are some tips to help you remember it:
- It's between 5-74 characters
- It can include letters and numbers
- It may contain one of these symbols, as long as it’s not the last character in the username _ . @ / -
If you still can’t log in, go to “Forgot your username?” You’ll answer the security questions you picked when you created your account.
If you can’t remember the email address you used, check if you kept a record of it. It may not be the email account you use regularly. If you still can’t remember it, contact the Marketplace Call Center.
If you didn't get a security code
- If you set up more than one way to get security codes, you can pick another way to get your code and log in.
- If you get security codes by text:
- Check your spam or unknown sender folder. The security code may go to a spam folder depending on the setting you chose on your mobile phone for blocking or filtering unknown senders.
- Add "1-888-486-3063" to your phone contacts. Then, you can request to get a new code.
- If you replied “STOP” to opt-out of getting text messages with your security code, text "START" to 1-888-486-3063, and then log in. You can then select “Security code settings” to remove your mobile phone number, so you no longer get text messages for your security codes.
- If you get security codes by email, check your spam or junk folder. Look for an email from account@healthcare.gov. It may take a few minutes to get the email message. You can also request to get a new code. After a few minutes, if you still don’t get an email with your security code, contact the Marketplace Call Center.
- Did you change your phone number, mobile phone provider, or email? Contact the Marketplace Call Center for help logging in. Once you log into your account, select “Security code settings” to change or remove any old emails or phone numbers.
If your security code doesn't work
- Remember, security codes expire. They only work for 10 minutes.
- You can request to get a new code. If your new code doesn’t work, contact the Marketplace Call Center.