FAQ
General Web Portal

What if I forget my User ID or password?
Why do I have to occasionally renew my password?
What if I need access to the data of more than one provider organization?
How do I download documents?
Does this site use pop-up windows?
Can multiple people in my organization use the same User ID to log in to the New Mexico Medicaid Web Portal?
Why does online help continually reload when I am using Firefox or Netscape as my browser?
Why was I automatically logged out while I was working in the portal?

What if I forget my User ID or password?
If you forget User ID, please contact your organization's Master Administrator or the HIPAA Help Desk. If you forget your password, click the I forgot my password link on the home page. You will be required to enter the secret question and answer information supplied during registration. A one-time use password will be sent to the email account supplied during registration. Upon logging into the New Mexico Medicaid Web Portal, you will be required to change that password. If you are the Master Administrator and have forgotten your password, please contact the HIPAA Help Desk
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Why do I have to occasionally renew my password?
For security reasons the password you have will expire every sixty (60) days. You will start receiving prompts to change your password five (5) days prior to its expiration. If your password does expire, you will be required to change it before accessing the secure areas of the web portal again. Please be advised that when renewing or changing a password, the last six (6) previously used passwords are not allowed.

What if I need access to the data of more than one provider organization?
Your user ID can be associated with multiple organizations. The Master Administrator of each will have the ability to associate your user ID and password with each organization.

How do I download documents?
To view publications click the link for the document of your choice. To download move the mouse cursor over the name of the document. Press the right mouse key. Choose "Save Target As" (for AOL and Internet Explorer users) or "Save Link As" (for Netscape users). Save the file to your PC, and you can view the document at any time.

Does this site use pop-up windows?
Yes, the inactivity warning message is a pop-up window. You should disable all pop-up blockers for this site only. If you do not, after 15 minutes of inactivity, you will be automatically logged out of the site without receiving a warning.

Can multiple people in my organization use the same User ID to log in to the New Mexico Medicaid Web Portal?
Due to the sensitive nature of the information available via the portal, each user should have his/her own unique User ID. A User ID can only have one active portal session; therefore, if a user logs in with a User ID that is already in an active session, the first user logged in with those credentials will be logged out.

Why does online help continually reload when I am using Firefox or Netscape as my browser?
This is a known issue with the third-party software used to author the portal's online help. The only workaround is to use a different browser program, such as Internet Explorer.

Why was I automatically logged out while I was working in the portal?
If you are inactive for 10 minutes and receive the Session Timeout Warning pop-up but continue working without clicking the 'Continue Working' button, you will be automatically logged out 5 minutes after receiving the warning. To avoid this, please be sure to click the 'Continue Working' button when you receive the warning message.
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