Technical help

Sign on and passwords

I can't sign on to the secure member website.
You must register before you can sign on. If you completed registration:

  • Make sure you are entering your correct member ID number and password. Your ID number is on your member card. Your password is case-sensitive.
  • Not sure you're using the right password? Go to forget your password? or call Website & Mobile app Support at 1-888-874-1620.
  • If you haven't signed on in the last 18 months, you will have to register again.

How do I change my password or my security question?
Sign on and go to account & preferences.

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. Either your member ID or password is incorrect.

I asked for a temporary password but didn't get an email.
This will happen if we don't have your current email on file. If you have another email address, you should check that inbox.

Updating email, information

How do I change my email address or other personal information?
To change your email address or change other personal information, sign on and go to account & preferences.

How do I change my bank card information?
Sign on and go to account & preferences.

You also can edit, remove, or add bank cards when you order pharmacy refills online or pay a bill online.

I lost my member ID card. How can I get another one?
Order a new card or call Member Services at 1-888-901-4636.

Your member ID card

Personal online services

I don't see all services, such as emailing my doctor.
If you completed registration, call Website & Mobile App Support at 1-888-874-1620.

You may not see all services after finishing registration if:

  • You don't get your primary care at a Kaiser Permanente medical office. You'll be able to refill prescriptions, 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 email your doctor, or make appointments and see lab results online.
  • You chose a primary care doctor after you registered. To have the rest of your services activated, call Website & Mobile App Support at 1-888-874-1620.
  • You haven't chosen a personal physician.

How do I email my doctor?
After you sign on to the secure member site, click Messages and then Contact Care Team. If you are signed on and have access to some personal online services, but don't have secure email, see the previous question.

The "Reply" button doesn't work to email 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 email 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 email 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 email, 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 Medical Record & Lab Results.

You must get care at a Kaiser Permanente medical office to see your lab results online.

When I sign on, I have an alert that a new message is in my Messages 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, call Website & Mobile App Support at 1-888-874-1620.

I use Safari and cannot finish placing a Pharmacy refill order.
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 206-630-7979 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.

Supported browsers

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.

Other issues

I can't find or open a page that I bookmarked. What happened?
We occasionally make changes to our site and the location of some pages may change, or some pages may be removed.

I've heard I should clear my cache for security reasons. How is that done?
Clearing your browser's 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. If you don't know how to clear your cache, search for "clear cache" or "clear browsing history" in the Help section for your browser window.