Can't log into UnitedHealthcare Medicare Supplemental site

[MEvensonK]

 I'm trying to get into my account at UnitedHealthcare.  The site won't let me set up an account, although I have tried both my account number and my Medicare number, both of which are accurate.  The error message reads:  (Error Code:10002) User Not Eligible: We're having trouble finding you in our records. Please check that your entries match the information on your health insurance ID card.

They DO. Now, why would I not be "eligible"?  I have tried numerous times on three different browsers, with the same result.  It appears other people are also experiencing problems.  This is frustrating and unacceptable!  Why is this happening?

[stevenm435521]

 I too have the same error  (Error Code:10002) User Not Eligible: We're having trouble finding you in our records. Please check that your entries match the information on your health insurance ID card. Also several other errors. AARP UHC does not work as a normal internet site should. It basically likes to play for example I input user and password and is accepted if it was not it would not verify it knows my phone number however text messages were not sent however now sending a text is the only thing they fixed. Then after verified it is more information to give and the errors they make in spelling it writes be sure its all numbers yet the information to give is a numbers and uppercase letters for example (5gh-67-hjj7...) and computer does not accept my ID on my cards I have called them and chat with them on computer and phone still can not get the information straight however there are several times it was accepted and gave me 43 character string  for example however not the same one HSID_SSO_75b- bbfa-4469-8d41-ec0ea3-3df105 and calls it a health safe ID and needs the password again remember its the same password I was verified with however password fails. Amazing however I got in 2 or 3 times to find my account is shared with another person with the same name that lives in another city I see his list of drugs and his doctors however I was told its old data it goes back near 5 years or more. Sensitive information. I tried getting it fixed and then someone appears on the phone and says here I am about locked account then disappears with out helping not just once but twice. I used password reset it does not like the password I tried to use however in reset it calls it old password however the password it refused to accept. However at another internet site if it was not accepted it is now accepted as a reset password and works.   

[AARPConsumerCare]

stevenm435521 We're sorry to hear you're having trouble with your United Healthcare online account. We are listening and would like the chance to help as soon as possible. Please visit https://help.aarp.org/s/article/contact-aarp to chat, text, or speak with a representative who can get you in touch with our Member Relations team. - Christy C. 

[PhibertM144899]

Same here. Just signed up for AARP Medicare suppliment plan and I cannot register my account with UnitedHealthCare online. My Medicare number is not accepted and they cannot find me in their system. Is this a bug in their system? Please fix your website.

thanks, Phil

[PhibertM144899]

They should automatically couple your AARP membership to your Medicare insurance when you sign up. That would make things a whole lot easier.

[AARPConsumerCare]

Hi PhilbertM144899, to get assistance with online account registration contact United Healthcare directly at 1- 800-506-7651. - Zainab M

[MarkS781600]

I'm having the same issue.  Been on the phone with 4 different agents now for over 2 hours.  They have no idea why.

[GlenW216499]

I'm having the same issue. Two different browser, same error. I've been on the phone for about 90 minutes and the agent could not help me.

[JanielJas]

Yes I am also having this issue my coverage started 1/1/24.  I tried to set up an online account prior to getting my id card and it allowed me to use my medicare number and I got as far as getting a user id and password, then it wouldn't let me go further. I had called UHC and a woman told me it had something to do with the fact that my husband and I are on the same AARP account and so my policy should be showing up on his sign on for UHC which seemed odd to me, but we do have almost the same id member number except for our last two digits.  But it's mid month and it's still not there.  So I am skeptical of what she told me.  Can't call today it's the MLK holiday, so I guess I'll be all day on the phone tomorrow.  You would think a massive company like this associated with AARP all these years would have this down pat. Good luck to us all!

[GailL1]

According to the eligibility requirements of an AARP UHC Supplemental plan, You must be an AARP member to enroll in an AARP Medicare Supplement Insurance plan.

So your membership number is probably the problem - I am assuming that you each have to have your own account and AARP membership and that UHC checks this the 1st year.

That’s just a guess based on what you posted as to what the C RS replied to you about the membership. 

[MEvensonK]

We are AARP members and have been for years.

[GlenW216499]

I joined AARP on 1/7/2024. When completing the online application, I added my wife because there was no extra charge to add a spouse when applying. We have two cards, one with my name and the other with my wife's name. The account number is the same on both cards.

[JanielJas]

 I spoke with UHC web support yesterday, you and a spouse can have the same AARP account, UHC will issue you the last two digits differently for each of your supplemental health insurance accounts. BUT the information given to me that both those policies would show up under one sign on was not correct! You each have to have your own UHC sign on.  So back to the problem of why were we getting error codes when trying to create that account, no matter if we used our medicare number or member ID. The problem for me seemed to be in the email I was using. The person from web support who helped me claimed my husbands account was using my email. HUH?  So I ended up using his email to finally get my account set up. Which really baffled me, but hey maybe I used my email at some point to set him up online. So I took what she said as the truth.  But what's weird is that when I look up my husbands account he IS using his own email.  But maybe it has to do with initial set up? One unique email per person regardless of what email you put as contact?  Because once you have an account you can change your email. Anyway, I am happy to finally have my own account, but I am still going to call just to understand this and make sure for security purposes there is only one account for me and one for my husband.  I hope the rest of you are able to get your accounts set up.  All the best!

[GailL1]

Didn't know you could use the insurers site for Medigap plans - I always use my Medicare account since Medigap claims should be forwarded to the Medigap plan by Medicare once the claim is completed by Medicare - since that is all that they pay - the 20% that Medicare does not cover.

[DorothyB737755]

I have had nothing but trouble with Medicare everyone in Oregon has to depend on their state MEDICADE.--MEDICARE JUST WON'T PAY FOR ANYTHING---all the doctors hhave left Oregon! no docs want Medicare!---all the psychiatriasts left the state! The new hospital in Springfield lost HALF THEIR DOCTORS.---MEDICARE IS BEINNG DUMPED by all the doctors--if you have "mental illness"here there are no therapists or psychiatrists--(i'm sure this will not get published)

[DorothyB737755]

well, but voting for present politicians---no.

[AARPConsumerCare]

Hi Dorothy! We're sorry to hear you’re having trouble with one of our benefit providers. We are listening and would like the chance to help as soon as possible. Please visit https://help.aarp.org/s/article/contact-aarp to chat, text, or speak with a representative who can get you in touch with our Member Relations team. -Sue J