Help with logging in

Select Table of Contents options to get help with the most common registration, log in, or user group questions

Table of Contents

Registration and Log in Terminology

What are the registration and log in requirements for the Aetna International website?

I keep getting an error message when I try to register. What am I doing wrong?

Plan Sponsors/Brokers acting as Plan Sponsor contacts and Business Partners (Passport clients)

I have a user name and password for another Aetna website. Can I use that to log in to Aetna International?

Plan Sponsors

How do I contact Aetna International for additional assistance?

Plan Sponsors/Brokers acting as Plan Sponsor contacts and Business Partners (Passport clients)

Registration and log in terminology

User Name

Your user name must be between 6 and 20 characters in length and contain no spaces.

Password

Your case-sensitive password must:

  • At least 10 characters, no more than 20 characters
  • At least 1 capital letter
  • At least 1 lowercase letter
  • At least 1 number
  • No spaces and no character repeated more than twice in a row
  • Cannot include your full first name, last name or user name and
    should not contain first 4 characters of first/last name
  • You may use these special characters: _ & - # @

Have you forgotten your User Name?

If you have forgotten your User name, repeat the Register sequence and enter your First Name, Last Name, Email, and 7-digit control number entries (content, space and case sensitive) exactly as you entered them during your initial registration. This will retrieve your User name instantly. If this step fails or you have forgotten your registration details, please contact your Aetna International Account Team.

Forgot Password?

This help option will permit you to create and verify a new password if you are able to enter your User name and correctly answer the security question you gave at registration.

Aetna International Plan Sponsor/ Broker acting as a Plan Sponsor contact

Typically a customer who sponsors a group plan of benefits through Aetna International. A plan sponsor contact may be a Human Resource (HR) representative or other designated representative (such as a Broker) acting on behalf of a given client company.

Aetna International Business Partner (Passport Client)

Typically, an international company with significant health care expenses in the United States who has partnered with Aetna International to provide their covered members with access to Aetna's nationwide network of health care professionals.

Control number

The Aetna International 7 digit Unique Contract Number (ex. 0123456) under which members are enrolled.

Registration/Log In Requirements: Aetna International Plan Sponsors/ Brokers acting as plan sponsor contacts

If you are a current Aetna International Plan Sponsor/Broker contact and have provided your name and e-mail address to your Aetna International Account Team to be setup for this portal, please use that information (exactly as you have provided it to your Aetna International representative), along with your group control number to self-register to create a User name and Password you will use to log in to the website.

If you are broker managing multiple policies on behalf of different customers, you only need to register once and you will be able to manage details for all associated customers using a single User name and Password combination. If you don't see a particular policy, contact your Aetna Account Team.

If you are a prospective plan sponsor or broker and would like to see the features available through the Aetna International website, please contact an Aetna International Sales Representative.

Registration/Log In Requirements: Aetna International Business Partner (Passport contact)

If you are a current Aetna International Business Partner and have provided your name and e-mail address to your Aetna International Account Team to be setup for this portal, please use that information (exactly as you have provided it to your Aetna International representative), along with your group control number to self-register and log in to the website.

Registration Errors: Aetna International Plan Sponsors and Business Alliance Partners

If you are you unable to register for the Aetna International website, the following problem(s) may have occurred:

  1. You have entered your first name, last name or e-mail address differently than how it was provided to Aetna International during your account set-up. This needs to match any upper/lower capitalization and any spaces. This includes the removal of any trailing spaces that follow letters or numbers you have entered.
  2. You have entered the wrong control Number. Remember it needs to be 7 digits; all controls start with a zero. (ex. 0123456)
  3. Your account has not been setup yet. Please contact your Account Team for assistance.

If you feel that you have reached this message in error please contact your Aetna International Account Team for further assistance.

Forgotten Password: Plan Sponsors/Brokers acting as contacts or Business Partners (Passport contacts)

If you have forgotten your password, you simply click on the "Forgot Password?" link on the Log in page. You will be prompted to answer the security question that you provided as part of your registration for the Aetna International website. Upon entry of the correct answer to the security question, you will be prompted to create a new password for use with your User name to log in. If this step fails or you have forgotten the answer to your security question, please contact your Aetna International Account Team.

Using Existing Accounts for Other Aetna Websites

This username and password is unique to this site.

Contacting Aetna International

Plan Sponsors/Broker/Business Partner

Experiencing registration or log in problems? Contact your Aetna International Account Team Monday-Friday during standard business hours.

For Passport Business Partners, you can also contact PassportServices@aetna.com