State of Wisconsin Department of Health Services

Release 26-02 June 20, 2026

2.3 Account

The Account drop-down menu on the account homepage displays two options: Account settings and Update contact info. Through Account settings, applicants and members can change their account details. Through Update contact info, applicants and members can change their contact information and how they want to be contacted. 

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To view letters applicants and members can select the mail icon from the header or View my letters. Applicants and members can see letters that have been sent to them either by paper mail or electronically.

2.3.1 View My Letters

Demo Videos

Reviewing Correspondence in ACCESS Notifications About Benefits

To view letters, applicants and members can select the mail icon from the header or the quick link View my letters on the account homepage. Applicants and members can see letters that have been sent to them either by paper mail or electronically.

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If an applicant or member has not requested to get their letters online, a message displays directing them to the Update contact info page. This message can be removed by selecting the x to dismiss. Once dismissed, the message doesn't display again for that account.

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Selecting View my letters displays a page listing the letters that have been sent to an applicant or member. 

To view and print the letters, a program called Adobe Acrobat Reader is needed. Most electronic devices have this program, which starts automatically when the applicant or member selects View letter. If the electronic device doesn’t have this program, the applicant or member can install it for free by selecting the link that says Adobe Acrobat Reader. Once the applicant or member selects this link and follows the steps provided, they can download and install the software.

ACCESS automatically displays letters from the last 90 days. If an applicant or member wants to view letters from the last six months or a certain year, they can check the box next to the desired filter options on the left.

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To view a letter, the applicant or member can select View letter. The letter opens as a PDF in a separate window.

2.3.1.1 Online Delivery Confirmation

If applicants or members sign up to get their letters online from the Update Contact Info page (see SECTION 2.3.3 UPDATE CONTACT INFO), they receive both a letter in the mail and an email confirming their request and the email address they are sent to in the future. The letter and email also contain information about creating or signing into an ACCESS account.

Note	The confirmation email is automated. Applicants and members should not reply to the email as replies are sent to an unmonitored inbox and are not read. The applicant or member can contact their agency or Member Services with any questions about the email.

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2.3.2 Account Settings

To view or change account details, such as a password, the applicant or member can select Account settings from the Account drop-down menu in the header on the account homepage.

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2.3.2.1 Manage Your Account

On the Account Settings page, applicants and members can:

• Access the Change your password page to change their password.
• View a list of all the names and user IDs of the ACCESS accounts that were created using their personal information. Applicants and members can see multiple names and user IDs if they created more than one account, if they let someone else create an account to help manage their benefits, or if their authorized representative or another third party created an account using their personal information.
• Lock their account if they are the primary personThis is the person who applied for benefits. Sometimes this person is also referred to as the head of the household or case head. or the primary person's spouse (see SECTION 2.3.2.2 LOCK ACCESS ACCOUNT).

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2.3.2.2 Lock ACCESS Account

Some applicants or members may not want any of their information to be available through ACCESS after they establish an account. In these cases, the primary person and their spouse may choose to lock the account, which means that no one on the case, including the primary personThis is the person who applied for benefits. Sometimes this person is also referred to as the head of the household or case head. or their spouse, can see case information through ACCESS.

Accounts should only be locked if there are serious concerns about someone being able to use another person's SSNSocial Security number, date of birth, or case information to log into ACCESS without that person's permission.

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Check the box next to the confirmation statement. Select Lock my account. The following message appears.

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Select Lock my account again to lock the account.

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When an applicant or member logs back into ACCESS, they are not able to perform any actions on the account other than creating a new application request. The ability to perform all other functions, such as submitting renewals or change reports or viewing letters, is removed. A status message on the account homepage under My Benefits indicates that benefits cannot be viewed or checked.

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2.3.2.3 Unlock ACCESS Account

For an account to be unlocked, the applicant or member must provide proof of ID to their agency, and the worker must take the necessary steps to request that viewing privilege be restored.

Note	The status message in SECTION 2.3.2.2 LOCK ACCESS ACCOUNT must be present for an account to be unlocked.

Once the account has been unlocked, the applicant or member is able to view their account information in ACCESS.

2.3.3 Update Contact Info

Demo Video

Updating Contact Information

Updated contact information helps applicants and members stay informed, while updated contact preferences help applicants and members prioritize getting information that is most useful to them. 

To view or change contact information and contact preferences, either select Update contact info under Account on the account homepage menu or select the Account drop-down menu from the navigation header to find the Update contact info link. 

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On this page, an applicant or member can review and update contact information and communication preferences and consent. This page is split into three sections:

• Contact information
• Paper mail preferences
• Text and email preferences

Page views may be slightly different depending on whether the applicant or member is the primary person on a case.

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2.3.3.1 Contact Information Section 

The full functionality of the Contact information section is only displayed for the Primary Person and Primary Person’s Spouse (PPS). Expand the Contact information section and click Update to make changes. This opens a dedicated Details page where the applicant or member can make and save contact information. In this section, applicants or members can:

• Review and update chosen name
• Review and update information about their living situation
• Review and update email and phone number information

When an applicant or member makes a change to address details, a change report is initiated, and a review box populates instead of a change confirmation. When the IM worker validates the change, address details automatically update.

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Questions	How to Answer
Chosen name	If desired, enter an alternate first name the applicant or member uses.
Are you currently homeless?	Select Yes or No depending on whether the applicant or member currently has a place to live.
Your address	Enter the address where the applicant or member currently lives. Include as many details as possible to assist with address validation.
Your mailing address	Enter the address where the applicant or member receives mail. Include as many details as possible to assist with address validation.
Email address	Enter the applicant or member’s email address.
Primary phone number	Enter the primary phone number of the applicant or member.
Secondary phone number	If applicable, enter an alternative phone number for the applicant or member.
Other phone number	If applicable, enter an alternative phone number for the applicant or member.
Phone number for text messages	Use the drop-down to select the phone number to which text messages should be sent. This field is required if at least one phone number is entered.

2.3.3.2 Paper Mail Preferences Section

Expand the Paper mail preferences section. In this section, applicants or members can:

• Review and update how letters about benefits are received
• Review and update notifications regarding letter copies in ACCESS

If applicants or members opt to receive paper mail, they can still specify whether they prefer ACCESS notifications via email, text, or both.

If applicants or members opt to go paperless, letters about their benefits are sent to the email on file. They can also specify whether they want to receive any email or text notifications about available letters via text.

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Questions	How to Answer
How do you want to get letters about your benefits?	Select Go paperless or Send me paper mail depending on the preference of the applicant or member.
Would you like to be notified when you have a new letter in ACCESS? (optional)	If the applicant or member has selected Send me paper mail, two check boxes populate. Check Yes, get texts, Yes, get emails, or both depending on the preference of the applicant or member. If the applicant or member has selected Go paperless, one check box populates. Check Yes, get texts depending on the preference of the applicant or member.

2.3.3.3 Text and Email Preferences Section

The Messages for my programs section only displays for the Primary Person on the case. Expand the Text and email preferences section. In this section, applicants or members can:

• Enter or update preference for receiving text and email messages from applicable programs
• Enter or update preference for receiving text and email messages from the health maintenance organization (HMO) of the applicant or member

Select the exclamation (!) icon next to a field for more information on the types of messages that could be sent.

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Questions	How to Answer
All Texts	If the applicant or member wants to receive all program-related messages by text, check the box. This selection automatically checks the Texts options in both the Important messages and Helpful messages subsections.
All Emails	If the applicant or member wants to receive all program-related messages by email, check the box. This selection automatically checks all the Emails options in both the Important messages and Helpful messages subsections.
Messages about getting or keeping your benefits	If the applicant or member wants to receive messages about integrated eligibility programs, check the Texts or Emails box depending on preference.
Messages about your W-2 participation	This question appears if the applicant or member is enrolled in W-2. If the applicant or member wants to receive messages about W-2 participation, check the Texts or Emails box depending on preference.
Messages about programs you may be eligible for and other updates	If the applicant or member wants to receive messages about other potential program eligibility, check the Texts or Emails box depending on preference.
Messages about your ACCESS account and MyACCESS mobile app	If the applicant or member wants to receive messages about their ACCESS or MyACCESS accounts, check the Texts or Emails box depending on preference.
Do you want to get messages from your HMO (health maintenance organization) if you have one?	This question appears if the applicant or member is enrolled in a program associated with an HMO. If the applicant or member wants to receive messages from their HMO, check the Yes, get texts, Yes, get emails, or both checkbox(es) depending on preference.

The applicant or member can select Save changes when they have finished updating their contact information and preferences. 

2.3.3.4 Unsubscribe or Manage Preferences Page

Applicants and members can manage some preferences if they don’t have an ACCESS account or aren’t logged in to an ACCESS account. 

They can select the Unsubscribe or manage preferences link at the bottom of any email they receive from DHS or DCF.

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After selecting the link, the applicant or member is brought to the Unsubscribe or manage preferences page, where they can make changes to their email preferences (see SECTION 2.3.3.3 Text and Email Preferences section). The applicant or member must uncheck the boxes of messages they no longer wish to receive. They can check the Unsubscribe all box if they no longer want to receive any program-related messages. Select Save changes when completed. 

Applicants or members must log in to an active ACCESS account or contact their agency if they need to update contact information, such as their phone number or email address.

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Text messages provide applicants and members with an option at the end of each message to reply STOP. Replying STOP unsubscribes the member from text messages. If an applicant or member has stopped receiving texts but wants to start getting them again, they can reply JOIN to opt back in.

2.3.4 Create an Account

Applicants and members can create an account to apply for benefits in ACCESS or manage benefits online.

Applicants or members can apply for certain programs without creating an account or logging in. For more information, see Chapter 4 Guest Registration.

Use these instructions to set up a User ID and password, choose secret questions, and link to an existing case if one exists. 

Step 1: Start account creation 

To begin, go to access.wi.gov and select Create an account. 

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The Welcome to ACCESS page introduces the information needed to create an account. Applicants and members may create an account if they currently have an open case or a pending application. If the applicant does not want to create an account before applying, they may be able to continue through applying as a guest depending on the programs they are applying for. 
 
Select Create an account. 

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Step 2: Provide user information 

The Your name page asks for the applicant’s or member’s name. The name entered here is used to search for existing applications and cases.

If the applicant or member has already applied for or is receiving benefits, it’s important that they enter their name the same way on this page as they did when they applied for those programs. 

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Questions	How to Answer
First name	Enter the applicant’s or member’s first name.
Middle initial (optional)	Enter the applicant’s or member’s middle initial.
Last name	Enter the applicant’s or member’s last name.
Suffix (optional)	Enter the applicant’s or member’s suffix, such as Jr or Sr.

The Your user ID and password page asks the applicant or member to choose a user ID and password. The page lists the requirements for the user ID and password next to the fields. The applicant or member must meet all requirements to create a user ID. 

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If the applicant or member selects Next without entering an email, a pop-up displays.

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Questions	How to Answer
User ID	Enter a user ID that hasn’t already been registered and that the applicant or member can remember.
Password	Enter a password that meets the listed requirements and that the applicant or member can remember.
Re-enter Password	Enter a password that meets the listed requirements and that the applicant or member can remember.
Email Address (optional)	Enter the applicant’s or member’s email address if they have one. It makes it easier for them to recover their user ID or password if they forget either. If the email is already in use within the system for ACCESS, the applicant or member is prompted to log in to their existing account or try another email address to access their account.

The Your secret questions page asks the applicant or member to choose two secret questions. These questions and the applicant’s or member’s answers are used to recover their user ID and password if they forget either.

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On selecting Next, the applicant or member is prompted to remember their answers.

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The available questions in each drop-down varies. The applicant or member can answer any way that they want. The applicant or member should select questions and answers that they are going to remember but others can’t easily guess. 

The applicant or member must also agree to the terms of use on this page in order to complete their registration. 

Step 3: Link to a case or start an application 

The applicant or member sees a success page confirming that their user ID was created. If they provided an email, they’ll receive a confirmation email as well.

Select Log in to ACCESS and login using their user ID and password.

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The Your identity page asks for information needed to link the new account to an existing case. 

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If the person is a first-time applicant or does not have an existing case, select Start my application SEE 5.2 START AN APPLICATION.

Questions	How to Answer
Date of Birth	Enter the member’s date of birth.
What personal information do you want to provide?	Select either the social security number (SSN) or personal identification number (PIN) radio button. The next question that displays changes based on their selection.
Enter your Social Security Number	Enter the member’s SSN.
Enter your PIN	Enter the PIN the applicant or member was given when they enrolled in a program.
What case information do you want to provide?	Choose one of the following radio buttons: Case number Quest card number ForwardHealth ID Participants who receive services from one or more of the following programs: Emergency Assistance, Children First/Elevate, Transitional Jobs The next question displays changes based on their selection.
Enter your case number	Enter the member’s FoodShare, BadgerCare Plus, or Wisconsin Medicaid case numbers.
Enter your QUEST card number	Enter the member's QUEST card number found on their card.
Enter your ForwardHealth ID number	Enter the member's ForwardHealth ID number found on their card.

2.3.5 Log in to ACCESS Account

After creating an ACCESS account, applicants and members can log into their account at any time by selecting Log in on the ACCESS homepage. 

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The ACCESS login page displays. Applicants and members must enter their Wisconsin user ID and password and select Log in to access their accounts.

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After logging in, the applicant or member is either directed to their homepage or asked to confirm their contact information (see SECTION 2.3.7 CONFIRM OR UPDATE YOUR CONTACT INFORMATION).

2.3.6 Account Recovery

Applicants and members who cannot remember the user ID or password for their ACCESS account should choose the Forgot user ID or password links at the bottom of the ACCESS login page.

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The Access Account Recovery Setup page displays. If applicants or members need to recover their user ID, they can enter their case number, application tracking number, or call Member Services and select Next. 

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To recover their password, applicants and members should enter their user ID and select Next.

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2.3.6.1 Email Not on File

The ACCESS Account Recovery page displays if an email address was not provided when applicants and members created their ACCESS account. For privacy and security, all three sections need to be completed before an account can be recovered. Select Confirm my identity after completing the first section. Select Next after completing the remaining two sections.

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If the recovery is successful, the Success page displays. Select the Log in to ACCESS to go to the ACCESS login page.

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2.3.6.2 Email on File

If an email address was provided as part of creating an applicant’s or member’s ACCESS account, the account recovery process occurs through the Web Access Management System (WAMS) instead of ACCESS. The following page displays after applicants or members select Continue on the Access Account Recovery Setup page. Follow the steps on the page to recover the account.

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Note

If an email address has changed since an applicant or member created their ACCESS account or if they have problems with the account recovery process through WAMS, select the Help Wisconsin Support link at the bottom of the page. The Help Wisconsin Support page displays. On this page, the applicant or member needs to provide their name, email address, and telephone number so that Wisconsin Help Desk staff can contact them. Additionally, the applicant or member needs to select the problem they are experiencing from the Please specify Problem menu and enter access.wisconsin.gov in the Application Name field. Comments regarding the problem can also be entered. When finished entering information select Submit.

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2.3.7 Confirm or Update Your Contact Information

Some members may be asked to confirm their address and phone information if it hasn’t been updated in the last six months. After logging in, a pop-up displays with the member’s current address and phone number (if available). 

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If the information is correct, select Confirm and then Next. This directs the member to their ACCESS homepage (see SECTION 2.1 ACCESS ACCOUNT INTRODUCTION).

If the member’s information needs to be updated, select Update and then Next. This directs the member to the Update contact information and preferences page to update their information (see SECTION 2.3.3 Update CONTACT INFO).

The member may also select Skip for Now and be taken directly to their ACCESS homepage. If the notification is skipped, it displays the next time the member logs in, unless: 

• The member submits an address change via Add A Program (AAP), Renew My Benefits (RMB), Report My Changes (RMC), or Six-Month Report Form (SMRF). 
• The member calls the agency to report an address change.
• The address is changed through the ACCESS notification (as seen in the previous screenshot). 

After the member’s information is confirmed or updated, the member receives another notification in six months.

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Notice: The content within this guide is the responsibility of the State of Wisconsin's Department of Health Services (DHS) and the Department of Workforce Development (DWD).

Publication Number: P-16101