Registration Troubleshooting Guide
This guide is designed to help you resolve common issues you may encounter while trying to register your account. If your question is not answered below, please contact us at 877.224.7117 during business hours, Monday to Friday, 8 am to 5 pm CST, so that we may assist you further.
1. Personal Details: Name or date of birth not found
2. Personal Details: Unique identifier not found
3. Having issues with the password
4. Unable to accept the program consents
5. Unable to proceed past the security questions
6. Have not received a pin for MFA
Please note: If you have recently become eligible with your plan sponsor, it’s possible your information may not be on file with Vitality yet. If it’s been less than a month, please contact your plan sponsor to confirm your coverage program start date. If it has been more than a month, please reach out to Vitality at 877.224.7117 for further assistance.
1. Personal Details: Name or date of birth not found
Ensure that you have entered your first name exactly as it appears on file with your plan sponsor (i.e. William vs Bill). Remember to include any special characters and suffixes such as ‘Jr’. Double check the spelling of your last name and date of birth.
If you are registering on mobile, ensure that you have downloaded the correct application, Power of Vitality.
If all the information has been entered correctly and you are still receiving an error, please contact Vitality at 877.224.7117 so that we can help you troubleshoot further.
2. Personal Details: Unique ID identifier not found
Your plan sponsor decides what unique identifier to use during registration. Examples of a unique identifier include:
- last 4 digits of the primary member’s SSN
- the primary members employee ID number
- the primary members subscriber number
Please note the employee ID and subscriber number are case sensitive. If you do not know what they are, please contact Vitality at 877.224.7117 and we will provide you with this information.
Important note: Your account will be temporarily locked after five unsuccessful login attempts. Please wait 30 minutes before trying again.
3. Having issues creating a password
Passwords are case sensitive and must be a minimum of 12 characters long. Please ensure that it includes:
- At least 1 number
- At least 1 uppercase letter
- At least 1 lowercase letter
- At least 1 special character
4. Unable to accept the program consents
Ensure that you have scrolled all the way to the bottom of each of the program consents in order to enable the [Accept] button.
5. Unable to proceed past the security question screens
Ensure that you have selected three unique questions and that your answers contain four or more characters. Answers are case-sensitive. If you entered an invalid answer on your first attempt, please update your answer and tap out of the answer field to move on to the next question.
6. Have not received the pin for MFA
Check your spam/junk folder for an email from Vitality containing the PIN. If you did not receive an email, please contact Vitality at 877.224.7117 so that we can send you a new one. Please note that the PIN expires after 10 minutes.
