How to unlock your account

Your account is locked if you enter an incorrect combination of an Optum ID and password five times. In this case, you can use verified information from your profile to unlock your account. Verified information options can include:

  • Email address
  • Mobile phone
  • Security questions

How to unlock your account

Step

Action

1 

Select Continue on the Account Locked page.

2 

On the Reset Password: Verify your identity page, select the recovery option you want to use:

  • To verify your identity by email:

    • Select Email.

      Tip: Part of the email address is displayed.

      Select Next.

    • Enter the Verification code.

    • Select Next.

    Tip: You can have both a primary and secondary email address in your profile.

  • To verify your identity by text message:

    • Select Text message.
    • Tip: The last four digits of the phone number are displayed.

    • Select Next.

    • Select Next to confirm that you are opting to receive a text.

    • Enter the Verification code.

    • Select Next.

  • To verify your identity by answering your security questions:

    • Select Security questions.
    • Enter the answers to the displayed security questions.
    • Select Next.
  • To verify your identity by phone call:

      Select Call Me.

    • Select Next.

    • Select Next to confirm that you are opting to receive a phone call.

    • Answer the phone and confirm that you want to receive the call from Optum.

      Use the keypad on the phone to enter the verification code.

3 

Enter your New password.

4 

Enter your password again in the Type password again field.

5 

Select Next.

6 

You can now sign in to Optum ID:

  • Type your Optum ID or registered email address in the Optum ID or email address field.

  • Type your Password.

  • Tip: To display the characters you type, click the icon. Click the icon to mask the characters with asterisks.

  • Select Sign In.

Note: If you have recently been granted access to additional services, or if a service has been upgraded, you may be asked to provide additional information.

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