AZ AHCCCS ONLINE: Frequently Asked Questions

There are two types of accounts available for the AHCCCS Online website, MASTER accounts and INDIVIDUAL accounts. The first account created for an organization is automatically defaulted to a MASTER account. This type of account has the responsibility of maintaining all other accounts created under the organization’s AHCCCS provider ID. This includes:

activating accounts
removing accounts
upgrading INDIVIDUAL accounts to MASTER accounts
granting access to specific areas of the website
updating account information
sending password recovery emails to account holders who may have been locked out of the website
ensuring all account holders abide by the Terms of Use for the website

Both types of accounts have access to all areas of the website, however, permissions to those areas are solely granted by the MASTER account holders. Although both account types have access to the same information, MASTER account holders are permitted to update correspondence addresses through the website, whereas INDIVIDUAL accounts are restricted from this functionality. MASTER accounts are activated using an authentication code provided in a letter. INDIVIDUAL accounts are activated by the MASTER account holder.

For privacy reasons, providers are restricted from viewing claims submitted by other providers, unless a provider group affiliation is established within the AHCCCS system. Group Billing Providers often have an affiliation to several other providers in order to bill AHCCCS on their behalf. For example, several providers who share the same Tax ID might be affiliated with a group biller. Without an active affiliation within the system, providers are limited to only viewing claims submitted under their organization’s provider ID or NPI. Provider group affiliations can be viewed through the AHCCCS Online website using the Provider Verification menu option. Please contact AHCCCS Provider Enrollment at (602) 417-7670, option 5, for questions concerning provider group affiliations.

There are several possibilities as to why a user is unable to login to the website:

New accounts must be activated before they can be used. For MASTER accounts, the authentication code is required, and must be used within 15 days of the account registration. For INDIVIDUAL accounts, the MASTER account holder must activate the account and assign the appropriate permissions within the website.
Three failed login attempts for an INDIVIDUAL account will lock the account and require a password reset in order to unlock the account. Three failed login attempts for a MASTER account will lock the account for a 15 minute period before it is automatically unlocked.
Accounts that are inactive for a prolonged period of time will be locked or removed from the system.
If the organization associated with the account is no longer active in the AHCCCS system, all web accounts associated with that organization will cease to work. All inquiries regarding the status of an organization should be directed to AHCCCS Provider Enrollment at (602) 417-7670, option 5.
If the organization’s NPI has changed, all web accounts associated with the previous NPI will cease to work. For assistance regarding changes to the NPI, please contact our Customer Support Center by emailing your request to servicedesk@azahcccs.gov. Please do not include personal or sensitive information such as usernames or passwords.

Yes. There is no restriction on the number of MASTER accounts permitted for a provider. It is highly recommended that each provider have at least two MASTER account holders to prevent interruption of service in the event one of the MASTER account holders leaves the organization or is on extended leave. To upgrade an INDIVIDUAL account to a MASTER account, login to the website using the MASTER account credentials and click on the Admin link on the lower left hand side of the webpage, under the Account Information section. Select the user you wish to upgrade from the Active Users drop down list. Once selected, click the Upgrade to Master Account button.

The answer depends on what types of transactions are being performed with the AHCCCS Online website. For privacy reasons, there are some restrictions within the website that prevent providers from viewing information for other providers, such as the status of claims or prior authorizations. In order for a provider to view information for another provider, an affiliation must be established within the AHCCCS system. Once an affiliation has been created, the user can create an account using the Group Billing ID. For example, if you have a Group Billing ID with several provider IDs affiliated to it, you can use the Group Billing ID instead of the Provider ID to create an account. To learn more about the provider group affiliations, please contact AHCCCS Provider Enrollment at (602) 417-7670, option 5.

In the event you forget your password, click the Forgot your Password link. You will be prompted to enter the username and email address associated with your web account. If the information you provide does not match the information in our system, you will not be permitted to proceed. If answered correctly, you will then be prompted to enter the answers to the security questions selected for your account. The answers to the questions must match exactly as you originally typed it. If answered correctly, an email will be sent to the email address on file for the web account. If you do not see the email, please be sure to check your SPAM box before contacting AHCCCS Customer Support for assistance. The email will contain a recovery code and link with instructions to reset the password. You will have 30 minutes from the time the email is sent to reset your password. If you cannot remember the exact answers to your questions, please contact the Master account holder for your organization. The Master account holder can send you the password recovery email through the Admin link, bypassing the security questions. (NOTE: Individual account holders MUST contact their Master account holders for assistance. DO NOT contact AHCCCS Customer Support for assistance with password resets. AHCCCS DOES NOT maintain Individual accounts for an organization).

If your account information needs to be updated, click on the Admin link or the User Account link on the lower left hand side of the web site. MASTER account holders will have the Admin link to administer all individual accounts, including updating some of the information on the accounts. INDIVIDUAL account holders will have the User Account link in which they can fully maintain the information on their account. If you need the email address updated for the password recovery process, please contact your MASTER account holder to update your email address. If you are the MASTER account holder, you can contact another MASTER account holder if one exists. If no other MASTER account holder exists, please contact our Customer Support Center by emailing your request to servicedesk@azahcccs.gov. Please do not include personal or sensitive information such as usernames or passwords. (NOTE: As a security protocol, AHCCCS Customer Support will ONLY update email addresses with a domain name belonging to the organization. Other generic email addresses with a domain name such as Gmail, Hotmail, etc. will NOT be updated).

Login to the website using the MASTER account credentials and click the Admin link on the lower left hand side of the webpage, under the Account Information section. Select the user you wish to activate from the Pending Approvals drop-down list. Once selected, click the Approve User button. Once approved, you need to grant access to the different areas of the website by selecting the appropriate option(s) under the User Authorization section. After selecting all the applicable checkboxes, click the Update Authorization button to save the account changes. Please note, authorization changes can take up to 5 minutes to become effective.

Login to the website using the MASTER account credentials and click the Admin link on the lower left hand side of the webpage, under the Account Information section. Select the user you wish to remove from the Active Users drop down list located on the upper left hand side of the page. Click the Remove User button to remove the account.

Login to the website using the MASTER account credentials and click the Admin link on the lower left hand side of the webpage, under the Account Information section. Select the user you wish to send a password recovery email to from the Active Users drop-down list located on the upper left hand side of the page. Click the Send Password Recover for User button to initiate the password recovery process to the account holder. This will generate an email to the account holder containing a security code and a URL. The account holder will have 30 minutes from the time the email is sent to complete the password recovery process. Typically, this is only necessary if the user is unable to remember their password and the answers to their security questions.

When an account is created for AHCCCS Online, only the first account created for a provider is defaulted to a MASTER account.
All other subsequent accounts are created as INDIVIDUAL accounts. If a MASTER account already exists, you can contact the MASTER account holder and request that your account be upgraded to a MASTER account.
If a MASTER account exists, but the account holder has left the organization, you can contact our Customer Support Center by emailing your request to servicedesk@azahcccs.gov for assistance. Please do not include personal or sensitive information such as usernames or passwords.

As a security measure for AHCCCS Online, the address you select from the drop-down list is used to mail the authentication code for MASTER account holders. Therefore, you are only permitted to select from the list of valid addresses AHCCCS has on file for your organization. If the address is missing or incorrect, please contact AHCCCS Provider Enrollment at (602) 417-7670, option 5.

When a MASTER account is created, the authentication code is mailed out the following business day via USPS.
The letter is sent to the address selected when the account was created.
If you have not received your code within 5-7 business days, please contact our Customer Support Center by emailing your request to servicedesk@azahcccs.gov.
Please do not include personal or sensitive information such as usernames or passwords.

The authentication code must be entered exactly as it appears in the letter.
Failure to activate the account within 15 days of creation will result in an expired authentication code.

All passwords are set to expire after 45 days for both INDIVIDUAL and MASTER accounts.

There are a few possibilities as to why an account may get locked or deleted. The following policies apply to both MASTER and INDIVIDUAL accounts, unless otherwise specified:

If an account holder does not log into their account for 60 days, their account will be locked and updated to a status of INACTIVE. In the event your account is locked due to inactivity, a password reset is required in order to unlock the account.
If an account is not accessed for 90 consecutive days, it will be deleted from the system. If your account has been deleted, you will need to create a new account.
If a MASTER account is not activated within 15 days of creation, it will be deleted from the system. If your account has been deleted, you will need to create a new account.
Three failed login attempts will lock the account. INDIVIDUAL accounts will require a password reset in order to unlock the account. MASTER accounts will lock for a period of 15 minutes.
If an account is in violation of the Terms of Use, such as sharing an account, it can be locked or deleted from the system, with or without notice to the account holder. Sharing accounts violates the Terms of Use for the website and may result in the entire organization being blocked from using the website. In the event your organization is blocked, the MASTER account holder will need to contact our Customer Support Center by emailing a request to servicedesk@azahcccs.gov to remove the block. Please do not include personal or sensitive information such as usernames or passwords.

Email notifications will be sent to the account holder under the following circumstances:

Prior to an account being locked or deleted for inactivity, account holders will receive email notifications once a day for 5 consecutive days prior to their account being locked or deleted. Once deleted from the system, the account CANNOT be recovered. If your account is deleted, you will be required to create a new account in order to continue using the AHCCCS Online website.
Prior to an inactive Master account being deleted for failure to activate within the 15 day allotted timeframe, the account holder will receive email notifications once a day for 5 consecutive days prior to their account being deleted. Once deleted from the system, the account CANNOT be recovered. If your account is deleted, you will be required to create a new account in order to continue using the AHCCCS Online website.
Accounts will be locked or deleted with or without notice for violating the Terms of Use.
Three failed login attempts for an Individual account type will immediately generate an email notification to the account holder. If you receive this type of notification and you were not the one attempting to login to your account, the best course of action is to either change your password immediately or create a new account with a different username and password. Once a new account is created and approved, you can contact your Master account holder to remove the old account.

The information displayed on the AHCCCS Online website contains Protected Health Information (PHI). As part of the AHCCCS policies and procedures for website usage, each user within an organization must be identified as an account holder. The AHCCCS Customer Support Center will NOT assist any users who call in regards to a shared account. In addition, any account that cannot be identified as belonging to an individual will be removed from the system, with or without notice. These policies are enforced to protect member information, as well as each account holder. Each account holder is liable for all activities associated with their web account, and will be held accountable for any fraudulent activities that may occur with the account. Sharing accounts is a direct violation of the Terms of Use for the website and may result in suspension or termination of website usage for all individuals within an organization. In order to create an account, each individual must read and accept the Terms of Use for the AHCCCS Online website. By selecting the I agree option on the User Acceptance Agreement, you are responsible for ensuring the account you created will not be shared.

The email addresses for account holders must be unique to ensure the security of accounts for AHCCCS Online. The password recovery process uses the email address on the account to initiate the password reset capabilities.

The first person to create an account for an organization will be prompted to be a MASTER account holder. This person will be responsible for maintaining all other accounts under the same Provider ID. This includes:

activating new accounts
removing accounts for those no longer working for the organization
upgrading INDIVIDUAL accounts to MASTER accounts
granting access to specific areas of the website
updating account information
sending password recovery emails to account holders who may have been locked out of the website
ensuring all account holders abide by the Terms of Use for the website

All individuals who create a new account after the MASTER account has been created will automatically be created as INDIVIDUAL accounts.

When you create a MASTER account, you will be prompted to select an address from a drop-down list. The list contains the valid addresses on record with AHCCCS for your provider. You must select the address for the location in which you receive mail. An activation letter will be mailed via USPS to the address selected. The activation code provided in the letter must be entered on the login page the first time you attempt to login using the MASTER account. Without the activation code, your account cannot be activated. If the address for your organization is not on file with AHCCCS, your organization will need to contact Provider Enrollment at 602-417-7670, for further assistance. (NOTE: As a security protocol, AHCCCS will NOT provide the activation code via text, email, phone call or fax).

For INDIVIDUAL accounts, click the User Account link on the lower left hand side of the webpage, under the Account Information section. MASTER account holders will have an Admin link instead of the User Account link. Make the necessary changes and click the Change User Information button. Failure to keep information up-to-date may result in loss of access to the site.

Notification of Stillbirths: Health Plan or Hospitals submit medical documentation to the Division of Health Care Management at: DHCS/CQM MD 6700 701 E. Jefferson Street Phoenix, Arizona 85034

If you receive an email that your account has been locked due to failed login attempts and you were not the one who attempted to login, please change your password immediately to avoid fraudulent use. If the issue continues, the best course of action is to create a new account and ask your Master account holder to remove your old account.