We have gotten that exact message many times before. Its hard to get a firm answer on why this is happening but here are the stories I have been told.
ACCOUNTS EXPIRE EVERY 18 MONTHS
The end user must fully log in to their ID.me account within the 18 month period using their username and password. Warning emails are sent at: 60, 30, 14, and 1 day mark before expiration and then a last warning email is sent on the day of expiration.
Once the provider's ID.me credentials have expired, it is important to note that their ID.me account with their email address and password still exists (LOA1); however, their LOA3 credential have been removed. Keeping this in mind, the provider simply needs to go to the CHC-ID.me URL, log in with their ID.me username and password, then proceed with re-verifying to LOA3. Once complete, they will be active again.
ADD TRUSTED SITES
Was also told to add the following sites to trust sites in Internet Options.
https:/clinician.healthcare.com
https:/clinician.emdeon.com
I was told to clear all cookies and Cache for Internet Explorer and Edge.
I feel both these options have helped but can't say they have fixed all ours issues. Hope they can help you out a little too.
