How to reset your Member Profile password

It’s easy to reset your Pacific Blue Cross Member Profile password if you’ve lost or forgotten it.

If you've forgotten your password, or want to change it for security reasons, you can request to reset your password via our website or through our mobile app. You do not need to call customer service to reset your password.

To request a password reset through our website, complete the following steps:

1. Go to pac.bluecross.ca/Member and select I forgot my password.
2. Enter your Policy Number and ID Number, which can be found on your Pacific Blue Cross ID card.
3. Select whether you are a plan member or the spouse of a plan member. Click Continue.
4. You will be presented with a challenge question, which you set up when you first signed up for Member Profile. Please note that your challenge question answer must exactly match the answer that you entered when you set up your account, including all upper- and lower-case letters.
5. Once you have correctly answered your challenge question, a message will appear letting you know that a temporary password has been sent to the email address that you used when you signed up for Member Profile. If you do not receive this email, please check your spam or junk folder.

To request a password reset through our mobile app, complete the following steps:

1. Open the app and tap Sign in.
2. Select Forgot password.
3. Enter your Policy Number and ID Number, then tap Next.
4. Enter the answer to your challenge question. Please note that your challenge question answer must exactly match the answer that you entered when you set up your account, including all upper- and lower-case letters.
5. Tap Next.
6. You will be sent an email with your temporary password. This will go to the email address that you used when you signed up for Member Profile. If you do not receive this email, please check your spam or junk folder.

To complete your password reset:

1. Go to the email with subject line Forgot your password? and click on the hyperlinked temporary password under step 1 in the email. This will take you to our website.
2. Enter your Policy Number, ID Number, and the temporary password (this password should be automatically filled in for you). Click Log in.
3. Enter a new password. This password must be over eight characters long and cannot contain a blank space at the beginning or end. It also can’t be a password that you’ve used previously.
4. Click Log in with your new password.

Please note: Sometimes when you reset your password, our system may take you back to the reset password page, or you may receive an error message, and it will seem as if the password reset didn’t work. Please ignore this and head back to our website or app to log in with your new password. You can also check your email inbox for a message from Pacific Blue Cross confirming that your password has been reset.

If you have repeated issues in setting resetting your password, you can contact our customer service team.