You may have received this message when trying to sign up for online access to your account for several reasons.
If your first premium payment hasn’t processed, your policy isn’t in effect yet. That means your online account may not have been set up yet. Wait a day or two and try again.
Many times, the information you entered may not have matched the data in our system. Have your group and member ID numbers handy when you register. Both numbers can be found on your welcome letter and your member ID card. There is also a chance that the online system is having problems. Wait a bit and try again. System problems are usually corrected in a few hours or less.
You can also troubleshoot using the Login Issues FAQs.