If you are being asked for an access code, it usually means the system is having difficulty linking your account to your coverage. This could happen if there is a disparity between the information in our system and the information you entered during registration.
There are some cases in which you will not receive an access code and will need to contact our support team.
Already signed up with a different email?
You might not be receiving the access code email because you're already registered with another email address. In this case:
- Please try to log in with any email address you might have used to create an account.
- If your account is already created, you can have a password reset email sent to you by clicking "forgot password" on the login screen.
Note: If you do not receive a password reset email, it is most likely that you have not created an account with that email address.
Not receiving an access code to your invitation email?
- Please click on "Resend my invitation code" underneath the access code button.
- Then enter the email address at which you were invited. This may be your personal, professional or school email address.
- The system will then send you an email with a link to your professional email to confirm your eligibility and unlock your services.
Other common troubleshooting tips & tricks
- Try to send the access code email to both your personal and professional email addresses.
- Check your junk and spam folders.