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State of Hawaii Department of Human Services
DHS Medicaid Online
Frequently Asked Questions
Frequently Asked Questions
What’s the difference between a master and individual account?
There are two types of accounts that can be created for the Med-QUEST Online website, MASTER Accounts and INDIVIDUAL Accounts.
A MASTER Account is the administrator for all accounts created under their Provider ID. This includes activating new accounts, removing accounts for those no longer working for the organization, maintaining site privileges for each user, initiating the password recovery process, and maintaining some of the account information for the INDIVIDUAL accounts.
Both types of accounts will allow providers to view eligibility/enrollment information for any valid recipient in the system.
However, providers will only be able to view claim status information for claims submitted by the provider under which the account is created, or an affiliated provider.
For instance, creating an account under a Billing ID, rather than a Provider ID, will allow the account holder to view claims for all providers associated to the Billing ID.
This association is often created for multiple providers using the same Tax ID.
For privacy reasons, providers are restricted from viewing claims submitted by other providers, unless a provider group affiliation is established.
Please contact Med-QUEST Provider Registration at
for questions concerning provider group affiliation.
Why can’t I log in?
If you created a master account, you must wait for your authentication code to be mailed to you via postal mail. If you created an individual account, the master account holder for your provider number must activate your account before you can log in.
Can there be more than one master account for each provider?
Yes. Once the first master account holder is activated, they can click on the “Admin” link on the lower left hand side of the web page (after logging in) where they will be directed to a User Account maintenance page. From the maintenance page, the master account holder can select one of the usernames from the "Active Users" drop-down list and upgrade that account to a master account.
I have many providers. Do I have to make separate accounts for each of them?
If you have a Billing ID with several Provider IDs under it, you can use the Billing ID instead of the Provider ID to create an account. To set up a Billing Account, please contact Med-Quest Provider Registration at 1-808-692-8099.
I forgot my password.
Look under the Sign-in area for a link that says “Forgot your password?” This will direct you to a page that will require you to answer the security questions you selected when the account was created. If you correctly answer the questions, you will receive an email containing a security code and a URL. Click on the URL, enter the requested information related to your account, and enter the received security code. If all entries are correct, you will then be prompted to change your password. The new password cannot be the same as your previous password.
I can’t retrieve my password.
You must type in the answers to your security questions exactly as you typed them in originally when the account was created. For example, if your hint question is “What is our address?” and you originally specified “123 Oak St.” as your answer, it will not accept “123 Oak Street”. If you cannot remember the answers to the security questions, then contact one of your provider's master account holder(s), and request they initiate the password recovery process for your account's user name.
My email or other account information has changed. What do I do?
If your account information needs to be updated, click on the "Admin" link or the "User Account" link on the lower left hand side of the web site. Master account holders will have the "Admin" link to administer all individual accounts, including updating some of the information on the accounts. Individual account holders will have the "User Account" link in which they can fully maintain the information on their account. If you need the email address updated for the password recovery process, please contact your master account holder to update your email address. If you are the master account holder, you can contact another master account holder if one exists. If no other master account holder exists, you will need to contact the State of Hawaii Fiscal Agent at 1-808-952-5570.
I am a master account holder. How do I activate new individual accounts?
After you log into the master account, you will see an “Admin” link on the lower left hand side of the web page. Click on the link and it will direct you to a page that will allow you to manage the individual accounts under your Provider ID. From the drop-down list on the upper left hand side of the page, select the user you wish to activate (it may take a minute to pull up the user’s information). Click the 'Approve User' button to activate the account, or the 'Set as Master Account' button to make it a master account. You will not lose your master account status if you upgrade another account to a master account.
I am a master account holder. How do I remove an individual account?
After you log into the master account, there will be an “Admin” link on the lower left hand side of the web page. Click on the link and it will direct you to a page that will allow you to manage the individual accounts under your Provider ID. From the drop-down list on the upper left hand side of the page, select the user you wish to remove (it may take a minute to pull up the user’s information). Click the 'Remove User' button to remove the account.
I am a master account holder. How do I initiate the password recovery process for an individual account?
After you log into the master account, there will be an “Admin” link on the lower left hand side of the web page. Click on the link and it will direct you to a page that will allow you to manage the individual accounts under your Provider ID. From the drop-down list on the upper left hand side of the page, select the user you wish to send a password recovery email to (it may take a minute to pull up the user’s information). Click the 'Send Password Recover for User' button to initiate the password recovery process to the account holder. This will generate an email to the account holder containing a security code and a URL. The account holder will have 30 minutes from the time the email is sent to complete the password recovery process. Typically this is only necessary if the user is unable to remember their password and the answers to their security questions.
Why has my account been locked?
An account can be locked for one of two reasons: (1) Three invalid login attempts or (2) No account activity in over 90 days. For security measures, accounts will be locked to prevent fraudulent use of the HI DMO website. To unlock an account, the password recovery process must be successfully completed. Prior to an account being locked, you will receive email notifications for 5 consecutive days before the action is completed.
Why has my account been deleted?
An account will be deleted from the system after 120 days of inactivity. For security measures, accounts will be deleted to prevent fraudulent use of the HI DMO website. To prevent an account from being deleted, you must login to the site to reset the activity log. Prior to an account being deleted, you will receive email notifications for 5 consecutive days before the account is removed from the system.
Why can't I share an account with co-workers?
Sharing an account is a direct violation of the
User Acceptance Agreement
User Acceptance Agreement
, you are responsible for ensuring the account you created will not be shared.
Why can't multiple account holders use the same email address?
The email addresses for account holders must be unique to ensure the security of accounts for Med-QUEST Online. The password recovery process uses the email address on the account to initiate the password reset capabilities.
How do I create a Master account?
The first person to create an account for an organization will be prompted to be a MASTER account holder. This person will be responsible for maintaining all other accounts under the same Provider ID. This includes activating new accounts, removing accounts for those no longer working for the organization, maintaining site privileges for each user, initiating the password recovery process, and maintaining some of the account information for the INDIVIDUAL accounts. All individuals who create a new account after the MASTER account has been created will automatically be created as INDIVIDUAL accounts. The MASTER account holder can upgrade an INDIVIDUAL account to a MASTER account at any time.
How do I activate my Master account?
When you create a MASTER account, you will be prompted to select an address from a drop-down list. The list contains the valid addresses on record with HI DMO for your provider. You must select the address for the location in which you receive mail. An activation letter will be mailed via USPS to the address selected. The activation code provided in the letter must be entered on the login page the first time you attempt to login using the MASTER account. Without the activation code, your account cannot be activated. If the address for your organization is not on file with HI DMO, your organization will need to contact the Provider Registration Department at 1-808-692-8099 for further assistance.
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