Using the Medicaid Self-Service Portal
Medicaid’s “Self-Service Portal” is the website where you can apply for, renew or manage your Medicaid. It’s available on your computer or smartphone 24-hours a day, seven-days a week. It’s the fastest way to apply, renew or update your coverage. If you get a letter asking you to renew, the self-service portal should be your first stop.
How to Renew Your Medicaid
You must renew your Medicaid every year. When it is time to renew, Medicaid will send you a letter. The letter will list three ways to renew. The fastest and easiest way is online.
You must have an account to renew your coverage online. If you do not have an account, see “How do I create an online account” in the frequently asked questions below. Once you have an account, you are ready to renew.
If you need help with your renewal, try one of our step-by-step online guides:
- How to Renew Your Medicaid and LaCHIP Coverage Online (PDF)
- Self-Service Portal Video (Select the “Renew My Benefits” menu)
How to Respond to a Request for Information from Medicaid
If Medicaid needs information from you, we will ask for it in a letter.
We may need information to complete your application. We may also need information to make sure you can keep coverage you already have. It is important that you respond to these letters or you may lose your coverage, even if you are eligible.
Your letter will tell you what we need from you. Look for the section in the letter with the heading that says “Information We Need From You”. This section will tell you what we need and the date it is due to us. You can send this information to us by email, mail or fax. The contact information you should use is found at the end of your letter. You can also upload documents through the Self-Service Portal. Click here to learn how to upload documents.
If you get a letter from Medicaid that has a section called “Information We Need From You” you need to respond to us. We need to hear from you to be sure you can get Medicaid or keep the Medicaid you have. Your letter will include a due date and examples of the type of information we need.
Frequently Asked Questions when using the Self-Service Portal
A: Go to the Medicaid self-service portal on your computer or mobile device.
1. At the bottom right corner of the page, click on "I would like to create an account".
2. You will be taken to the “Before You Create an Account” screen. This will tell you what you need to get started, including that:
- You will need an email address and access to that email. To finish creating your account we must send an email to you to be sure we have the right contact for your account. That is the last step to create your account.
- You will be asked to create a user ID, password and a six-digit PIN number. Be sure to save the user ID, password and PIN in a safe place. You will need them later. DO NOT use your email address as your User ID.
3. Click “Next” at the bottom right corner of the screen to move to the “Create an Account” screen. There are three (3) steps you must fill out to create an account:
- Step 1: Personal Information– you will need to enter your name and email address.
- Step 2: Your Account Credentials – this is where you pick out your User ID, password and PIN. Remember, your User ID cannot be your email address.
- Step 3: The Security Check – enter the letters or number from the image to prove you are not a robot.
4. Click the “Create an Account” button.
5. After clicking “Create an Account” you will get an email from Medicaid at the email address you entered in the personal information step. The email will ask you to click a link to finish creating your account. Click the link and finish your account set up.
A: Yes. You should always respond to any letter Medicaid sends you asking for more information. You could lose your coverage if you do not.
Medicaid sends letters for lots of reasons. When we need more information from you to complete your application or make sure you can keep the coverage you already have we will send you a letter.
- You may get a letter telling you it is time to renew.
- You may get a letter asking for proof of your income or other information.
- It is possible that you may get both of these letters at or near the same time.
You need to respond to all requests for more information from Medicaid or you could lose your coverage.
A: Once you complete your renewal for Medicaid, you can expect a decision by mail within 45 days. If your renewal is related to a disability, it may take up to 90 days to make a decision. Renewal turnaround times are the same as application turnaround times.
A: No. Your User ID must be different from your email address.
A: If you don’t renew your Medicaid, we will close your case. You will get another letter about your coverage ending.
A: To link a case to your account, follow these steps:
- Login to your account on the Self Service Portal.
- From the My Account Home Page, click on the Manage My Account section. The Manage My Account section has five different sections that let you complete five different actions.
- On the Manage My Account page, scroll down to the Case Linking Information section. In this section, the first question asks “Would you like to link an existing case to your account?” Click the drop down menu to answer Yes to this question.
- When you answer Yes to that first question, additional questions will appear and you will need to answer those. You will be asked to enter the last name, date of birth and either the Medicaid Card Number or the Medicare Claim Number of the primary contact. Medicare Claim Number of the primary contact.
- The date of birth you enter must be the date of birth of the primary contact on your case. For example: if you are renewing for a child, you might need to use the date of birth of a parent or guardian.
- Your Medicaid Card Number can be found on the front of your Medicaid card (see the picture to the right). The number you will use is the one that follows “CCN:” on the front of your card.
A: When entering an application, renewal, or case change from the “People in Your Home” screen and if “Permanent Resident Card” or “Employment Authorization Card” is selected, the card number is required. If the card number is not entered, you will experience log out issues. If you do not have the appropriate card number, enter NUM1234567890. This will allow you to proceed with your submission.