ForwardHealth: MyACCESS Mobile App FAQs

• If you have an Android phone, get the app on Google Play.
• If you have an iPhone, get the app on the App Store.

You can find the app by searching for “MyACCESS Wisconsin.”

MyACCESS is available for phones that use at least Android 10 or iOS 13. If your phone doesn’t, log in to the ACCESS website to manage your account and benefits.

No. It’s free. If you use the app while on your data network, however, your carrier may charge you for the data you use.

You can use the app to view your digital ForwardHealth or SeniorCare cards. You can also:

• Check your benefits—You can view your program details for BadgerCare Plus, Medicaid, FoodShare, Wisconsin Shares Child Care Subsidy Program, and Wisconsin Works (W-2).
• Get reminders—You’ll see a reminder in the app when you need to do something, like submit a document. You can also sign up to get notifications sent directly to your phone.
• Upload documents—You can submit photos or PDFs of documents, then check their status.
• Update your address—You can update your home address, mailing address, and phone numbers.

No. The MyACCESS app is a way for you to easily access benefits from your phone. There are still some things, like reporting changes, applying for benefits, or renewing benefits, that you can only do through the ACCESS website or by contacting your county or tribal agency.

Yes. Although you’ll be able to see every program you’ve applied for or are enrolled in, you can only get reminders and upload documents for certain programs. These include:

• BadgerCare Plus
• Caretaker Supplement
• Community waiver programs, like Family Care
• Family Planning Only Services
• FoodShare
• Medicaid
• Wisconsin Shares Child Care Subsidy Program
• Wisconsin Works (W-2)

No, not at this time. You can apply for benefits in one of these ways:

• Online through the ACCESS website
• Over the phone with your county or tribal agency
• By filling out a paper application
• In person at your county or tribal agency

No, not at this time. You can renew your benefits in one of these ways:

• Online through the ACCESS website
• Over the phone with your county or tribal agency
• By filling out a paper application
• In person at your county or tribal agency

You can report a change in home address, mailing address, or phone number. All other changes must be reported:

• By filling out a paper change report form. Go to Reporting Changes for Benefits for links to the paper change report forms for:
  • BadgerCare Plus
  • Caretaker Supplement
  • Family Planning Only Service
  • FoodShare
  • Medicaid
• Online through the ACCESS website.
• Over the phone with your county or tribal agency.

You can use the app if you’ve applied for or are enrolled in:

• A health care program including BadgerCare Plus and Medicaid.
• FoodShare.
• Wisconsin Shares Child Care Subsidy Program.
• Wisconsin Works (W-2).

You’ll need to set up an account on the app to use it.

[H3] Who can create an ACCESS account?

• If you’re 18 or older—You can if you’ve applied for or are getting benefits.
• If you’re under 18—You can if you’re the one who applied for benefits or are that person’s spouse.

Yes. If you already created an account through the ACCESS website, use the same user ID and password to log into the app.

If you applied through the ACCESS website but haven’t logged into your account since applying, you may need to provide some information the first time you log into the app.

That includes your:

• Birthdate.
• Case number, ForwardHealth ID, or QUEST card number. Your case number is at the top of the letters you get about your benefits.
• Social Security number or case PIN.

Yes. If you’ve applied for or are enrolled in benefits but don’t have an ACCESS account yet, you can create one using the app.

You’ll need to provide your:

• Birthdate.
• Case number, ForwardHealth ID, or QUEST card number. Your case number is at the top of the letters you get about your benefits.
• Social Security number or case PIN.

The account must be set up using the information of the person you’re helping. That may include their case number, birthdate, and Social Security number. Remember that only people who have applied for or are getting benefits can create an account.

Yes. Follow these steps:

1. Select Forgot user ID on the login screen.
2. Find your account using your application tracking or case number. (Your case number is at the top of the letters you get about your benefits.)
3. Enter the number, then select Next.
4. Enter your birthdate and Social Security number or case PIN. Then select Next.
5. Answer the secret security questions you set up when you created the account. Then select Next.
6. Your user ID will be displayed. Select Log in.

If you can’t recover your user ID with these steps, call ForwardHealth Member Services at 800-362-3002. They’re available from 8 a.m.–6 p.m., Monday through Friday.

No. You need to keep the same user ID. If you’ve forgotten it, select Forgot user ID on the login screen and follow the steps to recover it.

Yes. Follow these steps:

1. Select Forgot password on the login screen.
2. Enter your user ID, then select Next.
3. Enter your birthdate and Social Security number or case PIN. Then select Next.
4. Enter and re-enter your new password. Then select Next.
5. Select Log in.

Yes. Follow these steps:

1. Select the menu icon (the three white lines at the top left of the screen).
2. Select Help.
3. Select Change secret questions.
4. Choose two new secret security questions. Then select Next.
5. Enter the answers for the new questions. Then select Submit.
6. Select Done.

You can unlock your account by resetting your password. To do this:

1. Select Forgot password on the login screen.
2. Enter your user ID, then select Next.
3. Enter your birthdate and Social Security number or case PIN. Then select Next.
4. Enter and re-enter your new password. Then select Next.
5. Select Log in.

For security reasons, you will automatically be logged out of the app if you’re inactive for 15 minutes. You’ll have to log back in to use the app again.

Call Member Services at 800-362-3002.

Follow these steps:

1. Go to the “Needed documents” screen. You can get there two different ways:
   1. By selecting the “Help” menu icon (the three white lines at the top left of the screen) and then selecting My documents.
   2. By selecting the Go to your documents or You need to submit documents message at the top of your benefits screen.
2. Your “Needed documents” screen should show the document(s) you’ve been asked to submit. Select the document you want to upload. If you haven’t been asked to submit anything but have a document you’d like to send, select Upload document or Submit something else.
3. Select the type of document you want to submit.
4. Select if you would like to upload your document as a photo or as a PDF. If you select a photo:
   1. Take a picture of the first page of your document or choose a photo of the first page of your document from your phone’s photo gallery.
   2. If the picture is clear and readable, select OK. If the picture is not clear and readable, go back to retake the photo or choose a different one.
   3. If there are more pages in your document, select Add page. Take a picture of the next page or upload a picture you already took. Do this as many times as needed.
   4. Once you’ve added all the pages of your document, select Submit.

If you select a PDF:

1. Choose a PDF from your phone’s files.
2. If you need to add more PDFs, select Add PDF.
3. Once you’ve added all the PDFs for your document, select Submit.

You can check the status of your submitted document(s) at any time on the “Submitted” screen. It may take up to 10 business days to process a document.

You can upload image files, such as JPEGs or PDFs.

This may happen for two reasons:

• If you submitted the document by fax or mail, we may still be processing it. Once it’s processed, the document will show on the “Submitted” screen. It can take up to 10 business days to process your document.
• If you submitted the document using the ACCESS website or the MyACCESS app, your document may not have been submitted successfully. In this case, try submitting the document again.

No. All the pages or PDFs you’ve added for that document will be deleted.

No. Once you submit the document or exit the screen, the photos are deleted. This is done for privacy and security reasons.

Photos you take on your phone and choose from your gallery are saved on your phone, though.

Follow these steps:

1. Add the first 10 pages.
2. Submit the document.
3. Select Done to go back to the “Needed documents” screen.
4. Select Upload document or Submit something else.
5. On the next screen, select the person the document is for and the document you’re uploading.
6. Add up to 10 more pages.
7. Submit the document.
8. Repeat steps three to seven until you’ve added all the pages.

Documents submitted through the website or app are processed differently from documents submitted by fax, mail, or in person. Because of this, we’re only able to show you PDFs of the documents you submitted electronically.

Try putting the document on a darker background or taking another photo. If the background isn’t dark enough, sometimes the photo won’t display correctly.

A push notification is a message from an app that displays on your phone. You don’t need to be logged into the app to see the message.

If you give the app permission to send you push notifications, you will get a reminder when you need to:

• Do something like complete a renewal, review, or interview.
• Submit a document.
• Update your address.

Once you log into the app, you’ll also get a reminder on your Benefits screen of any actions you need to take or documents you need to submit. You’ll get reminders on your benefits screen even if you don’t sign up for push notifications.

Yes. You can turn them on or off using your phone settings.

No. You won’t get text messages from the app. However, we may send you other texts if you have a cell phone listed in your account. Learn more about text and email communications.

You can call ForwardHealth Member Services at 800-362-3002. They’re available from 8 a.m.–6 p.m., Monday through Friday.

Yes. We update the app on a regular basis to make updates.