MyACCESS Mobile App FAQs

If you have questions about the MyACCESS mobile app that aren't answered below, please call ForwardHealth Member Services at 800-362-3002, Monday through Friday, from 8 a.m. to 6 p.m.

 

 Features

What can I do using the MyACCESS app?

  • Check your benefits. You can see the programs you have applied for or are enrolled in. This includes health care programs (like BadgerCare Plus and Medicaid), FoodShare, the Wisconsin Shares Child Care Subsidy Program, and/or Wisconsin Works (W-2).
  • Be reminded of actions you need to take. Reminders will show in the MyACCESS app when you need to take an action or submit a document. You can also sign up to get notifications on your phone when you need to take an action or submit a document.
  • Submit documents needed for your case. You can either take photos of a document with the MyACCESS app or choose photos from your phone’s gallery. After you submit a document, you can track its status in real time with the app.

Does the MyACCESS app replace the ACCESS website?

No, the MyACCESS app is meant to be used in addition to the ACCESS website. You will need to continue to do some things, like renewing your benefits and reporting changes, through the ACCESS website.

Is the functionality of the MyACCESS app different based on the programs I have applied for or am enrolled in?

Yes. For all programs, you will be able to see the programs you have applied for or are enrolled in. You will only be able to get reminders and submit documents for the following programs:

  • 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)

Can I apply for benefits using the MyACCESS app?

Not at this time. However, you can apply for benefits in any of the following ways:

Can I renew my benefits using the MyACCESS app?

Not at this time. However, you can renew your benefits in any of the following ways:

Can I report changes using the MyACCESS app?

Not at this time. However, you can report changes in any of the following ways:

 

 Account Information

Who can use the MyACCESS app?

If you have applied for or are enrolled in a health care program, FoodShare, the Wisconsin Shares Child Care Subsidy Program, and/or Wisconsin Works (W-2), you will be able to use the MyACCESS app.

You will also need an ACCESS account to use the app. If you do not already have an ACCESS account, you can create one using the MyACCESS app.

Who can create an ACCESS account?

  • If you are age 18 or older, you can create an account if you have applied for or are getting benefits.
  • If you are younger than age 18, you can only create an account if you are the person who applied for benefits or if you are that person’s spouse.

I created an account through the ACCESS website. Do I use the same user ID and password to log into the MyACCESS app?

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

If you applied through the ACCESS website but have not logged into your account since you applied, you may need to provide the following the first time you log into the MyACCESS app:

  • Your case number, ForwardHealth ID, or QUEST card number (Note: Your case number is at the top of the letters you get about your benefits.)
  • Your date of birth
  • Your Social Security number or case PIN

I do not have an ACCESS account. Can I create one using the MyACCESS app?

Yes, if you have applied for or are enrolled in benefits but do not have an ACCESS account yet, you can create one using the MyACCESS app. To do so, you will need to provide:

  • Your case number, ForwardHealth ID, or QUEST card number. (Note: Your case number is at the top of the letters you get about your benefits.)
  • Your date of birth.
  • Your Social Security number or case PIN.

I am helping someone with the MyACCESS app. How do I create an ACCESS account for him or her?

The ACCESS account must be set up using that person’s information (for example, case number, date of birth, and Social Security number). Please keep in mind that only people who have applied for or are getting benefits can create an ACCESS account.

I forgot my user ID. Can I recover it using the MyACCESS app?

Yes, follow the steps below to recover it:

  1. Tap Forgot user ID on the login screen.
  2. Find your account using your application tracking number or case number. (Note: Your case number is at the top of the letters you get about your benefits.)
  3. Enter the number you chose and tap Next.
  4. Enter your date of birth and Social Security number or case PIN. Then tap Next.
  5. Answer the secret questions you set up when you created your account. Then tap Next.
  6. Your user ID will be displayed. Tap Log in to go to the Login screen.

If you are unable to recover your user ID using the MyACCESS app, you can call ForwardHealth Member Services at 800-362-3002, Monday through Friday, from 8 a.m. to 6 p.m. for help.

Can I change my user ID using the MyACCESS app?

No, you need to keep the same user ID. If you’ve forgotten your user ID, tap Forgot user ID on the login screen to recover it.

I forgot my password. Can I reset it using the MyACCESS app?

Yes, follow the steps below to reset it:

  1. Tap Forgot password on the login screen.
  2. Enter your user ID. Then tap Next.
  3. Enter your date of birth and Social Security number or case PIN. Then tap Next.
  4. Enter and re-enter your new password. Then tap Next.
  5. Tap Log in to go to the Login screen.

How do I change my password?

  1. Tap Forgot password on the login screen.
  2. Enter your user ID. Then tap Next.
  3. Enter your date of birth and Social Security number or case PIN. Then tap Next.
  4. Enter and re-enter your new password. Then tap Next.
  5. Tap Log in to go to the Login screen.

I forgot the answers to my secret questions. Can I change my questions using the MyACCESS app?

Yes, follow the steps below to change your secret questions:

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

How do I change my secret questions?

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

I'm locked out of my account. What should I do?

Reset your password to unlock your account. To do this:

  1. Tap Forgot password on the login screen.
  2. Enter your user ID. Then tap Next.
  3. Enter your date of birth and Social Security number or case PIN. Then tap Next.
  4. Enter and re-enter your new password. Then tap Next.
  5. Tap Log in to go to the Login screen.

Why do I keep getting logged out of the MyACCESS app?

You will be automatically logged out of the MyACCESS app after 15 minutes of inactivity for security reasons. You will have to log back into the app to use it again.

 

 Getting the App

How do I download the MyACCESS app?

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

What operating system do I need to download the MyACCESS app?

You need iOS 10.0 and up or Android 6.0 and up.

Do I need to pay to download or use the MyACCESS app?

No, you can download and use the MyACCESS app for free. If you use the app while on your data network, your carrier may charge you for the data you use.

 

 Submitting Documents

How do I submit a document with the MyACCESS app?

  1. Go to the Needed documents screen. You can get to the Needed documents screen two different ways. You can tap the help menu icon (the three lines at the top left corner of the screen) and then tap My documents. Or you can tap the Go to your documents or You need to submit documents message at the top of your Benefits screen.
  2. If you have been asked to submit a document, the Needed documents screen will show a list of documents. Tap the document you want to submit. If you have not been asked to submit a document but have something you need to send, tap Upload document or Submit something else.
  3. Select the type of document you want to submit.
  4. Take a photo of the document or choose a photo of the document from your phone’s photo gallery.
  5. If the photo is clear and readable, tap Ok. Or tap Go back to retake the photo or choose another photo.
  6. If you need to add another page, tap Add page.
  7. Once you have added all the pages of your document, tap Submit.

You can check the status of your submitted document at any time on the Submitted screen. It could take up to 10 business days to process a submitted document.

How do I submit documents that are stored on my phone and are not images, such as a PDF?

You can take a screenshot of the document and then upload it from your phone’s gallery.

Why is a document I submitted still showing on the Needed documents screen?

  • If you submitted the document by fax or mail, we may still be processing it. Once we process the document, it will show on the Submitted screen.
  • If you submitted the document using the ACCESS website or the MyACCESS app, your document may not have been successfully submitted. Try submitting the document again.

If I do not submit a document, will it be saved?

No, all the pages you have added for that document will be deleted.

Are the photos I take with the MyACCESS app stored on my phone?

No, once you submit the document or exit the document submission process, 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. Be careful what kind of documents you are taking photos of on your phone in case you lose your phone or someone steals it.

How do I upload a document with more than 10 pages?

  1. Add the first 10 pages.
  2. Submit the document.
  3. Tap Done to go back to the Needed documents screen.
  4. Tap Upload document or Submit something else.
  5. On the next screens, select the person the document is for and the document you are uploading.
  6. Add up to 10 more pages.
  7. Submit the document.
  8. Follow steps 3–7 until you have added all the pages.

Why can I tap and view documents I submitted through the ACCESS website or the MyACCESS app but not other ways?

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

When I take a photo of my document, the photo is cropped or is turned. What should I do?

Try putting your document on a darker background and taking another photo. If the background is not dark enough, sometimes the photo will not display properly.

 

 Notifications

What is a push notification?

It is a message from an app that shows on your phone. You do not need to be logged into the app to see this message.

What kind of push notifications will I get for the MyACCESS app?

If you give the MyACCESS app permission to send you push notifications, you will get:

  • A reminder when you need to take action on your case for things like needing to complete a renewal, review, or interview.
  • A reminder when you need to submit a document needed for proof.

Once you log into the MyACCESS app, you will also get a reminder on your Benefits screen of any actions you need to take or documents you need to submit. You will get reminders on your Benefits screen even if you do not sign up for push notifications.

How do I turn push notifications on or off?

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

Will I get text messages from the MyACCESS app?

No.

 

 Accessibility

What languages is the MyACCESS app available in?

It is available in English and Spanish. To change the language, change the language preference in your phone’s settings.

Is the MyACCESS app accessible to people who are blind or have a vision disability?

Yes, you can use the accessibility features that come with your phone.

 

 App Support

Who can I contact if I need technical assistance with the MyACCESS app?

You can call ForwardHealth Member Services at 800-362-3002, Monday through Friday, from 8 a.m. to 6 p.m.

Should I download the latest version of the MyACCESS app?

Yes! We update the MyACCESS app on a regular basis to make it better and easier to use. 

Last Revised: October 14, 2019