Frequently Asked Questions
I am entering the correct user name and password, but I receive a message that you are unable to identify me as an authorized user. What can I do?
I am entering the correct user name and password, but I receive a message that I am not an authorized user. What can I do?
You have attempted to log in more than three times, you have locked your Internet browser. To reset your Internet browser, close all Internet browsers, including e-mail, and then open a new browser and try to log in.
I am not positive that I ever registered on Aetna Rx Home Delivery. What can I do?
- Try registering as a new member. (Primary Members or Dependents)
- If you never registered, you will be able to proceed to the website after registering as a primary member or dependent.
- If your member ID is already on file, use the Forgot Password? option.
- If you are a primary member and have registered with Aetna Navigator, use your Aetna Navigator username and password to log into Aetna Rx Home Delivery. Both websites share a single username and password for primary members only.
I am sure that I’ve forgotten my user name and my password. What can I do?
- If you have forgotten your username, please contact member services at 1-800-227-5720 (Monday through Friday 7:00 AM to 11:00 PM, Saturday 8:00 AM to 9:30 PM and Sunday 8:00 AM to 6:00 PM, Eastern Time) for assistance.
- For Primary members only, please use the “forgot username?” form in Aetna Navigator. (Note - Your username and password used for Aetna Navigator is also used for Aetna Rx Home delivery. This will not work for dependents.)
- Enter the information requested on the form that displays.
- If your answers exactly match what you entered when you registered for Aetna Navigator, your user name will display instantly. NOTE: Enter your name just as you originally gave it to us, e.g., Robert, not Bob, and include Jr. or III, if that is how we know you.
- Once your Aetna Navigator username is displayed, use this username to log into Aetna Rx Home delivery.
- If you forget your password, select Forgot Password? from the login box.
- If you can correctly answer the security question that you provided when you first registered (e.g., “What is your mother’s maiden name?”), you will be able to select and verify a new password and proceed to the secure website.
Whom can I notify if I still have problems entering my user name or password?
- If either Forgot User Name? or Forgot Password? do not work for you, call toll-free 1-800-227-5720 (Monday through Friday 7:00 AM to 11:00 PM, Saturday 8:00 AM to 9:30 PM and Sunday 8:00 AM to 6:00 PM, Eastern Time) for assistance. NOTE: If you have a problem with Forgot Password, the Help Desk will not be able to reset your password. Help Desk will be able to guide you through the password reset online form.
