| What is an account and how do I create one? |
Each individual user of the MCR website must first set up an account in the MCR system.
You create an account by using the 'Register New Account' option on the MCR Menu.
Each account is linked to a single Health Plan and can only be used to create MCRs for AHCCCS members currently enrolled in that health plan.
In order to set up an account you will need to know the Health Plan Id (which is a 6-digit code) and the Health Plan's tax identification number or TIN (which is a 9-digit code).
If you do not know these codes, please ask your supervisor or management.
An account requires you to choose a user name and a password, which you must specify each time you logon.
The user name you choose must be unique in the MCR system. If you choose one that already exists, you will have to choose another.
The password you choose must meet the complexity requirements which are shown on the screen.
When logging on, you have three attempts at the user name/password, after which your account will be locked.
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| Can I have more than one account? |
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You may have multiple accounts provided that the user name is unique and the health plan is different to your other accounts.
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| Can I share my account with a co-worker? |
No! Sharing an account is a violation of the User Acceptance Agreement that you agreed to when creating the account.
Violations of the User Acceptance Agreement can result in revocation of your privilege to use the site.
When creating an account, you must read and agree to the terms of use for our website.
Each user must create their own individual account in order to comply with the agreement.
You are responsible for all actions taken with your account and for ensuring the account you created will not be shared.
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Why can’t I log in?
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You should see an error message that explains why.
Please verify that you are using the correct user name and password.
Passwords are case-sensitive but user names are not.
If you have forgotten your user name or password, refer to the relevant question below. Your account will be locked after three unsuccessful password attempts.
If you have not used your account for 60 days or more, it could have been either locked or deleted (refer to other questions below).
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| I forgot my user name. |
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If you forget your user name, call AHCCCS Customer Support at 602-417-4451 (7am-5pm Mon-Fri)
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| I forgot my password. |
If you forget your password, use the 'Forgot Password' option on the Menu.
This option requires you to answer the security questions chosen when the account was created. If you answer correctly, you will be sent an email with a link and a password recovery code.
Password recovery codes are good for 30 minutes, after which you will need to generate a fresh one.
Click on the link in the email and enter the requested information. If all entries are correct, you will then be allowed to change your password.
The new password cannot be the same as any of your previous 10 passwords.
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| I'm having trouble resetting my password. |
You must type in the answers to your security questions exactly as you originally entered them when the account was created.
For example, if your hint question is 'What is your address?' and you originally specified '123 Oak St' as your answer, it will not accept '123 Oak Street'.
The answers are not case-sensitive, so it will accept '123 oak st'.
If you cannot remember the security question answers, call AHCCCS Customer Support at 602-417-4451 (7am-5pm Mon-Fri), and request they initiate the password reset process for your account.
If you are not receiving the password reset emails, check your Spam folder or contact your IT Dept. Your company or ISP may be flagging the email as Spam.
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| My email or other account information has changed. What should I do? |
If your account information needs to be updated, logon and then click on the 'User Account' option under 'User Account Info' on the Menu.
If you need the email address updated for the password reset process, call AHCCCS Customer Support at 602-417-4451 (7am-5pm Mon-Fri).
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| Why has my account been locked? |
An account can be locked for one of two reasons:
(1) Three invalid login attempts
(2) No account activity in over 60 days. To prevent an account being locked due to inactivity, you must login within the 60 days.
Prior to an account being locked due to inactivity, you will receive email notifications for 5 consecutive days.
To unlock an account, the password reset process must be successfully completed.
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| Why has my account been deleted? |
An account will be deleted from the system after 90 days of inactivity.
To prevent an account being deleted due to inactivity, you must login within the 90 days.
Prior to an account being deleted, you will receive email notifications for 5 consecutive days.
Once an account has been deleted, it cannot be reinstated. You will have to create a brand new account.
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