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Having Trouble Accessing the Provider Portal? Here’s What to Do

We understand how important it is to have uninterrupted access to the Provider Portal. If you're experiencing issues, below are different steps you can take to help resolve them quickly.

Sunshine Health Secure Provider Portal

  1. Clear Your Browser Cookies and Cache
    Sometimes login issues are caused by outdated or corrupted browser data.
    • Try clearing your cookies and cache, then restart your browser. Sunshine Health recommends using updated versions of Internet Explorer, Firefox, or Google Chrome for best performance. Google Chrome is the preferred browser.
  2. Check in with Your Organization’s Portal Account Manager
    • Portal Account Managers are the primary contact within a provider organization and are responsible for day-to-day support of all Sunshine Health Secure Provider Portal user accounts, registered under the same Tax ID. There is no limit to the number of Account Managers an organization can have, but we recommend each Tax ID having at least (2) Account Managers.
    • Portal Account Manager(s) can help with verifying portal registrations, sending password reset emails to users whose portal account is locked due to inactivity, disabling or enabling user access, and modifying permissions based on the user's role within an organization.
    • To learn more about portal Account Manager(s) and their role, visit Secure Provider Portal Tips for Account Managers
  3. Ensure You Select the Appropriate Line of Business (LOB)
    • You may not be accessing the correct LOB/Product from the drop down in the top right-hand corner of your home page, once you login
    • Screenshot of Medicaid selction from drop down menu 
  4. Reset Your Password or Contact Provider Services
    If your account is locked or you’re having trouble logging in, click “Trouble Logging In” on the portal login page and follow the “Forgot Password” steps. If that doesn’t work, call Provider Services at 1-844-477-8313 to open a support ticket and get help unlocking your account.
    • Please note, Account Manager(s) within your organization also have access to support with unlocking of a user's account
  5. Provider Portal Training
    •  Provider Engagement offers weekly live training webinars and providers can register directly for upcoming sessions or visit Provider Training to view all available training opportunities

Availity Essentials Portal

Use Availity as an Alternative
Many of the same functions, such as checking member eligibility, submitting claims, and verifying benefits, can also be completed through the Availity portal. If you're unable to access Sunshine Health’s portal, Availity is a reliable backup.

  • Visit Availity  to create an account
  • Access the Availity Essentials Reference Guide for Users (PDF) to help you finish initial set up after initially logging in
  • To access virtual trainings, login and visit “Help & Training” > Get Trained from the top navigation bar
  • To access online assistance, login  and visit “Find Help” from the top navigation bar

For ongoing updates and support, please bookmark the Provider News page.