Having Trouble Logging In?

Before contacting us, please follow these troubleshooting tips to resolve common login issues.

  • Multi-Factor Authentication FAQs: Click here
    • Beginning September 29, 2025, multi-factor authentication is required to access or register for My Program. When prompted, you’ll be guided through a one-time setup process to connect an authenticator app. After setup is complete, you will use your username and password, followed by a temporary code from the authenticator app each time you log in for added security.
  • All other login troubleshooting see below.
My Program Login FAQs

Best Experience Recommendations

  • Use Google Chrome, Edge, or Firefox. Safari is not recommended for this site.
    • If Safari is your only option, click here for Safari-specific settings.
  • Use a laptop or desktop. Mobile devices may not work properly.
  • Ensure cookies and cross-site tracking are allowed. (See steps below.)
  • Try private/incognito mode, but make sure cookies are not blocked. (See steps below.)
  • Close multiple browser tabs.
  • Review the FAQs below to see if your issue is addressed.

🔹I am having issues with the multi-factor authentication.

Click here for FAQs related to setting up or troubleshooting multi-factor authentication.

🔹I received a message that I am blocked out of My Program.

Accounts are blocked after too many failed login attempts. Please contact us to have us reset your account.

🔹I am not getting into My Program and am sent back to the home page immediately after entering my username and password.

This issue may be related to your browser’s cookie and tracking settings. Try the following steps:

Safari Users

  • Switch to a different browser like Chrome or Edge for a smoother experience.
  • If you must use Safari, follow these steps:
    • Open Safari.
    • Click Safari in the menu bar and select Settings (or Preferences on older versions)
    • Go to the Privacy
    • Uncheck “Prevent cross-site tracking” to allow cross-site tracking.
    • Uncheck “Block all cookies” to allow cookies. Note: In older versions of Safari, the option to block cookies may be found under the Advanced tab instead of Privacy.
    • Ensure all tabs are closed and restart your browser after adjusting these settings.

Chrome Users

  • Go to Chrome > Settings > Privacy and Security > Cookies and other site data.
  • Select “Allow all cookies” to ensure cookies are not blocked.
  • Restart your browser after making these changes.
  • Or, try using Incognito mode (File > New Incognito Window).
    • Cookies are blocked by default. To allow cookies, select “Allow all cookies” within Incognito mode settings.
    • Ensure all tabs are closed and restart your browser after adjusting these settings.

Additional Tips for All Browsers

  • Ensure you do not have the site open in multiple tabs on your browser.
  • Access My Program from a different laptop/computer to rule out device-specific issues.
  • Check your firewall or security settings to ensure that the following sites are allowed: prms.com and https://prms.mendixcloud.com.
  • Clear your cookies and browser cache to remove any stored data that may be causing the issue.
  • Ensure your browser is up-to-date with the latest version for optimal performance.
  • If this particular issue is not resolved after viewing these FAQs, please contact us.

🔹I forgot my username.

Tip: The email used for My Program may differ from the email on your policy. Try alternate emails.
No access to your old email? Contact us.

🔹I forgot my password.

  • Click here to reset your password.
    (See username recovery tips above if needed.)

🔹I see an "Invalid Username or Password" message.

🔹I didn’t receive the forgotten username/password email.

  • Check your Spam or Junk folder.
  • Wait a few minutes before trying again—there could be a delay.
  • Still no email? Contact us.

🔹My email is not recognized when using the Forgot Username/Password tool.

  • Ensure you are using the email you registered with.
  • Try alternate emails.
  • Make sure you are registered for the site. Click here, then on “register” and enter in your details.  
  • No access to your old email? Contact us.

🔹I see a message that an account already exists when trying to register.

🔹I just created an account, but I get an error saying it's not activated.

  • Check your email (and Spam folder) for the activation link.
  • Wait a few minutes for possible email delays.
  • Didn’t receive an activation email? Contact us.

🔹I want to make a payment without logging in.

🔹I no longer have access to my email used for MyProgram.

🔹 I am getting a message that says "Error".

Try switching browsers or using incognito/private mode.

If using Google Chrome:

  • Click the 3 dots at top right and open Settings
  • Click Privacy and Security
  • Click on Third-party Cookies
  • Select "See all site data and permissions"
  • Search prms.com
  • Use trash can icon to delete the prms.com cookie
  • Close and reopen browser and navigate to www.prms.com.

 

Multi-factor Authentication FAQs

🔹What is multi-factor authentication (MFA)?

Multi-factor authentication adds an extra layer of security to your account. In addition to your username and password, you will enter a temporary 6-digit code from an authenticator app. This makes sure only you access your account.

🔹Why am I being asked to set up multi-factor authentication?

Multi-factor authentication helps protect your account and personal information by adding an extra layer of security against unauthorized access. In addition, New York's Department of Financial Services requires multi-factor authentication under 23 NYCRR Part 500 (details).

🔹What can I expect the next time I log in?

After you set up your authenticator, the next time you log in, you will be prompted to enter your username, password, and a 6-digit code from your authenticator app. The code refreshes every 30 seconds, so you’ll always use the most recent one.

🔹Which authenticator apps can I use?

You can use one following multi-factor authenticator apps, including Google Authenticator, Microsoft Authenticator, ID.me or Authy. If you already use one of these, simply add your account by scanning the QR code or entering the key provided on the setup screen.

If you don't already have one installed, first choose an authenticator below and follow the app's prompts for installation. Then return to our site and follow the instructions to authenticate:

Most users choose Google Authenticator because it is simple and widely supported.

🔹What do I do after I install an authenticator app?

After installing your authenticator app, open it and scan the QR code (or enter the setup key shown) on our login page. The authenticator app will then generate a 6-digit code. Enter that code on our setup screen and click Activate. Once completed, your account is linked and ready to use. The next time you log in, you will be prompted to enter in the 6-digit code provided on the authentication app.

🔹My code isn’t working. What should I do?

  • Visit your specific authenticator app’s support page for more information.
  • Make sure your phone’s or tablet’s date and time are set to automatic. Incorrect settings can cause mismatches.
  • Each code is valid for only 30 seconds. If it expires, wait for the next one. If unsuccessful, try closing and reopening the authenticator app, then trying the latest code.
  • Enter all 6 digits, including any zeros at the beginning.

🔹What if I am having problems with my authenticator app?

For any issues with setup, backup, transfers, or troubleshooting, please check the support page for your specific authenticator app.

🔹Can I use Google Authenticator in a browser instead of on a phone or tablet?

Yes. You can install an authenticator extension in Chrome, Firefox, or Edge. Search for “Authenticator” in the browser’s extension/add-ons store, then add it and use it to scan the QR code or enter the setup key.

Safari does not support extensions, but you can use the Google Authenticator app on your iPhone or iPad while logging in with Safari on your Mac.

🔹What if I want to change the authenticator app I use?

If you decide to use a different authenticator app, you can update your settings after logging in to My Program. Go to Manage Authentication under Communication Preferences, and follow the steps to switch to your new app.

🔹Is my authenticator tied to my phone number?

No. Authenticator apps are not tied to your phone number. They generate codes directly on your device. Changing your phone number will not affect your login.

If you want to use your authenticator on more than one device, or you are planning to change phones, check the help or support page for your specific app for guidance on backups and transfers.

🔹What happens if I get a new phone?

Authenticator apps do not automatically transfer codes to a new phone. The steps depend on which app you are using:

  • If you still have your old phone: Log in to My Program and go to Manage Authentication to update your settings and add your new phone.
  • If you already changed phones: Reinstall your authenticator app and follow the app’s support instructions for restoring or transferring your codes.

Each authenticator app has its own way to back up, restore, or use multiple devices. Please refer to your app’s help or support page for detailed instructions.

🔹Can I use more than one authenticator app at the same time?

No. Your account can only be linked to one authenticator app at a time. If you want to change the app you use, go to Manage Authentication after logging in and update your settings.

Still Need Help?

If you’re still experiencing difficulties after following the steps above, please share the details below so we can better understand and resolve the issue as quickly as possible.

Please keep in mind that each computer and system setup is different, and some issues may take additional time to research and test. We sincerely appreciate your patience and understanding as we work to provide the best possible solution.

Email clientservices@prms.com with:
✅ Any troubleshooting steps you have already tried
✅ Your policy number or customer ID and username for MyProgram
✅ Browser(s) used (Chrome, Edge, etc.)
✅ Device type (PC, Mac, phone, tablet)
✅ Description of the issue and any error messages (i.e., where did they appear, what did the error message say.)
✅ Screenshots of error messages
✅ Any customer service requests we can handle while we research your technology issue

🚨 For security reasons, do NOT include your password in emails.