InTouch Account Help

InTouch is a secure site for PacificSource members, employers, providers, and agents. After creating an account, you'll have access to your health insurance information and more, 24/7.

If you do not find the answer to your question there, or if you are an agent or provider needing help with InTouch, please contact our Customer Service Department toll-free at (888) 977-9299, or submit your question via our online Contact Us form

Minimum System Requirements

To support its security features, InTouch requires the following:

  • Microsoft Internet Explorer version 6.0 or newer
  • Windows XP or newer

InTouch for Members FAQ

Why am I having difficulty logging into InTouch for Members?

You might be following an outdated link or bookmark to the login page. Try logging in by going directly to https:\\intouch.pacificsource.com\itm

Check that you are entering the same member number and password that you used when you originally registered. If you have a newly-issued member ID card, the number may be slightly different than the one you originally used to register.

If you haven’t logged in for more than two years, your registration may have been automatically disabled as a security precaution.

Why is the "Forgot My Password" link not working?

If you’ve tried to log in seven times and are locked out, the "Forgot My Password" link will no longer work. Contact us at (888) 977-9299 or by e-mail at cs@pacificsource.com, and ask us to reset your password.

Why am I prompted to change my password? I use the site frequently.

All InTouch users are required to change their passwords every 90 days to maintain security standards and to comply with current HIPAA regulations.

What should I do if I'm returned to the login page after I submit answers to the hint questions?

This can occur if punctuation or special characters are used in the hint answers. Please try again and leave out any punctuation or special characters.

Are the answers to hint questions case-sensitive?

No, they are not case-sensitive.

What if I still have unanswered questions or issues with InTouch for Members?

Contact our Customer Service staff. You can reach us by phone at (888) 977-9299 during business hours, or by e-mail at cs@pacificsource.com. Or, use the Contact Us form to get help with your question. Be sure to include as much detail as possible: your member ID number, a description of what you're trying to do, and notes about any error message. Please provide either a daytime phone number where we can call you, or a valid e-mail address, so we can follow up promptly.

InTouch for Employers FAQ

Why am I having difficulty logging into InTouch for Employers?

You might be following an outdated link or bookmark to the login page. Try logging in by going directly to https://intouch.pacificsource.com/SSO/SSOLogin.aspx

What do I do if I'm returned to the login page after I submit answers to the hint questions?

This can occur if punctuation or special characters are used in the hint answers. Please try again and leave out any punctuation and special characters.

Are the answers to hint questions case-sensitive?

No, they are not case-sensitive.

Why am I prompted to change my password? I use the site frequently.

All InTouch users are required to change their passwords every 90 days to maintain security standards and to comply with current HIPAA regulations.

How can I set my computer to accept pop-up windows from PacificSource?

Choose your browser to view instructions on managing pop-ups:

Where can I find member benefit summaries from within InTouch for Employers?

Benefit summaries are specific to each member. Once you're logged into InTouch for Employers, perform a member search to pull up the specific member's record, and you can then access that member’s plan summaries.

Can my bill be accessed, viewed, or paid online?

Not at this time. We do offer premium payment by electronic funds transfer, however. Contact your PacificSource Membership Representative for more information.

If a member's group number is changing, does that change her or his InTouch registration details?

Yes; the member must register for InTouch for Members using the new group number, even if the new number is not yet in effect.

Can I change a subscriber's last name using online enrollment in InTouch for Employers?

No. To change a subscriber's last name, please contact your PacificSource Membership Representative.

Can I change a dependent's date of birth using online enrollment in InTouch for Employers?

No. To change a dependent's date of birth, please contact your PacificSource Membership Representative.

Can I update a subscriber's mailing address using online enrollment in InTouch for Employers?

If our system already contains separate mailing and home addresses for a subscriber, then you can change the mailing address online without also changing the home address. Otherwise, any update you make to the home address will automatically update the mailing address (even though it won't appear that you’ve made that change). To add a separate mailing address after the subscriber is enrolled, please contact your PacificSource Membership Representative.

How do I enter the city, state, and county fields using online enrollment in InTouch for Employers?

Type the employee’s zip code in the “Zip” field and then click the “Look-up” button. A window will appear listing all towns within that zip code. Click the zip code link next to the correct entry and the city, county, and state fields will auto-populate.

Why can’t I view plans on the Plan Selection screen using online enrollment in InTouch for Employers?

There are a few potential causes:

Verify that you are using a valid subgroup and class rather than one that would not be current at the time of the employee’s date of hire or effective date. (InTouch currently assumes a default class of 1001, so be sure to change this if that is not the subscriber's correct class.)

If the effective date of the correct class comes after the member's hire date (regardless of the member's effective date), the class will not be available for you to enroll online. In such cases, please send the subscriber's application to your Membership Representative for manual entry.

If both of the above have been ruled out, please contact the InTouch for Employers Team for assistance at (541) 225-3742 or intouch4admins@pacificsource.com. Please provide as many details as you can: most important are your group number, the subscriber's name, the subgroup and class you are using, and a description of the error.

I'm using online enrollment in InTouch for Employers, and after selecting a plan, I'm told that I need to select a plan. Why?

Please contact the InTouch for Employers Team for assistance at (541) 225-3742 or intouch4admins@pacificsource.com. Please provide as many details as you can: most important are your group number, the subscriber's name, the subgroup and class you are using, and a description of the error.

When I terminate a subscriber using online enrollment in InTouch for Administrators, do I also need to terminate all dependents on the policy?

No. When the subscriber is terminated, all dependents are automatically terminated as well.

How do I enter information about other or prior coverage using online enrollment in InTouch for Administrators?

Other Coverage information and Prior Coverage information does not currently translate directly into our database. If you have these details during a new enrollment or reinstatement, please contact your Membership Representative or the InTouch for Administrators Team after processing the online enrollment.

What if I still have unanswered questions or issues with InTouch for Administrators?

Please contact our InTouch for Administrators team for assistance at (541) 225-3742 or intouch4admins@pacificsource.com. Please provide as many details as you can: most important are your group number, the subscriber's name, the subgroup and class you are using, and a description of the error.

InTouch for Agents FAQ

Why am I having difficulty logging into InTouch for Agents?

You might be following an outdated link or bookmark to the login page. Try logging in by going directly to the Login page. You can also click on the InTouch Login link located on the upper right hand side of the screen on any page.

What do I do if I'm returned to the login page after I submit answers to the hint questions?

This can occur if punctuation or special characters are used in the hint answers. Please try again and leave out any punctuation and special characters.

Are the answers to hint questions case-sensitive?

No, they are not case-sensitive.

Why am I prompted to change my password? I use the site frequently.

All InTouch users are required to change their passwords every 90 days to maintain security standards and to comply with current HIPAA regulations.

How can I set my computer to accept pop-up windows from PacificSource?

Choose your browser to view instructions on managing pop-ups:

What if I still have unanswered questions or issues with InTouch for Agents?

Please contact our InTouch for Agents team for assistance at (800) 624-6052 or intouchforagents@pacificsource.com. Please provide as many details as you can: your Producer number, the name of the group you are quoting, a detailed description of the problem you are encountering, any error message you are receiving, and screen shots if possible.

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Last updated 6/5/2013