Having Trouble Logging In?

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

  • Multi-Factor Authentication (MFA): 
    • Beginning September 29, 2025, multi-factor authentication (MFA) is required to access or register for My Program. When prompted, you'll complete a one-time setup to connect an authenticator app to your account. After setup is complete, you'll sign in using your username and password, then enter the temporary verification code displayed in your authenticator app each time you log in.
    • For specific questions, see the MFA FAQs below.
    • Need more help setting up multi-factor authentication? View our step-by-step setup guide (.pdf).It walks you through installing an authenticator app, connecting it to your PRMS account, and completing the setup process.
  • 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 am registering for the website and did not receive the email to activate my account.

If you are registering for My Program for the first time, you will receive an email with an activation code. If you do not receive that email, please contact us to have us activate your account.

🔹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

 

🔹 Need help setting up multi-factor authentication?

View our step-by-step MFA setup guide (.pdf). 

It walks you through installing an authenticator app, connecting it to your PRMS account, and completing the setup process.

For the easiest first time setup, we recommend using two devices if possible: open the PRMS website on a laptop or desktop computer and use your phone or tablet for the authenticator app. During setup, the PRMS website will display a QR code on your computer that you will scan using the authenticator app on your phone or tablet.

🔹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).

🔹Do I need to install an authenticator app before I can complete setup?

Yes. Before you can complete MFA setup, you must install one of the supported authenticator apps on your phone, tablet, or other device. The authenticator app is what generates the 6-digit verification code required during setup and future logins.

🔹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 of the following multi-factor authentication apps, including Google Authenticator, Microsoft Authenticator, ID.me, or Authy. If you already use one of these, add your PRMS 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.

For the easiest setup, we recommend using two devices if possible: open the PRMS website on a laptop or desktop computer and use your phone or tablet for the authenticator app. During setup, the PRMS website will display a QR code on your computer that you will scan using the authenticator app on your phone or tablet.

🔹What do I do after I install an authenticator app when setting up MFA for the first time?

After installing your authenticator app you will need to pair it with the PRMS website. Open the app 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.

🔹I don't see a verification code. Where do I get it?

Open the authenticator app you used when you set up multi-factor authentication for your PRMS account. The app will display a 6-digit code. Enter the current code on the login screen.

The verification code is not sent by email or text message.

The code changes automatically about every 30 seconds. If it expires before you enter it, use the next code that appears.

If you don't remember which authenticator app you used, check any authenticator apps installed on your device for an entry labeled PRMS.

🔹I'm being asked for a 6-digit verification code, but I never set up multi-factor authentication. Where is my code?

If you have not yet completed multi-factor authentication setup, there is no code for you to enter yet. The code is generated by an authenticator app after you connect it to your PRMS account.

Please note:

  • Verification codes are not sent by email or text message during setup.
  • You must install one of the supported authenticator apps and complete the setup process before any code exists.
  • Text message and automated phone call options are only available after multi-factor authentication has been successfully set up on your account.

If you are seeing the code prompt for the first time, install an authenticator app, scan the QR code shown on our site, and activate your account. For more detailed instructions on how to install an authenticator app view our step-by-step guide (.pdf).

If you believe you already completed setup on a previous visit, open all of your authenticator apps installed on your device and look for an entry labeled PRMS. If you do not find a PRMS entry in any app, the connection is no longer available and your account will need to be reset.

🔹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. Do not pair more than one authenticator app to the PRMS website.

🔹 I scanned the QR code, but the site keeps returning me to the QR code screen. How do I stop the loop?

If the setup screen reappears after you scan the QR code and enter a code, or if the page says it is activating and then returns to the beginning, the most common causes are:

  • An old PRMS entry is still saved in your authenticator app from a previous setup. The old entry generates codes that no longer match your account.
  • More than one authenticator app has been paired to PRMS. Your account can only be linked to one app at a time.

To resolve this:

  1. Open every authenticator app installed on your phone, tablet, computer, or browser — including any you no longer use.
  2. Look for any entry labeled PRMS and delete or remove it from each app. If you are not sure how to delete an entry, check the help or support page for your specific authenticator app.
  3. Decide which single authenticator app you want to use going forward.
  4. Contact us with your policy number or customer ID and let us know you have removed the old entries. We will reset your account so you can set up multi-factor authentication again.
  5. After we confirm the reset, return to our site, scan the new QR code, and enter the new 6-digit code to activate.

Important: Do not scan a new QR code while an old PRMS entry is still saved in any authenticator app. Doing so will return you to the same loop.

🔹 I deleted my authenticator app, or removed the PRMS entry by mistake.

Once the PRMS entry is deleted from your authenticator app, it cannot be restored. How you recover depends on whether you can still log in another way.

If you can log in using an alternate authentication method:

At the login screen, select Choose another authentication method to receive a code by text message or automated phone call. These options use the phone number currently on file with PRMS and are available only if you previously completed multi-factor authentication setup.

Once you are logged in to My Program, go to Communication Preferences to update your authenticator app and pair it again. While you are there, indicate which authenticator app you are using so it is available for your reference the next time you log in.

If you cannot log in using an alternate authentication method:

Reinstall the authenticator app you plan to use going forward, then see Still Need Help? below to request an account reset. After the reset is confirmed, return to our site and scan the new QR code to pair your app again.

🔹My phone number changed and I want to use it as my alternate authentication method. What should I do?

Please note: The alternate authentication method, text message or automated phone call, is available only after you have set up your multi-factor authentication method.

To update your number yourself:

  1. Check all of the authenticator apps installed on your device for an entry labeled PRMS.
  2. Use that entry to generate your 6-digit code and log in.
  3. Once logged in to My Program, you can request to update your mobile phone number.
  4. While you are there, go to Communication Preferences and indicate which authenticator app you paired with the PRMS website. This will be available for your reference the next time you log in.

If you continue to have trouble logging in, please contact us. We can update your mobile phone number and reset your account so you can re-pair your 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.

🔹I don't have access to my authenticator app. What should I do?

If you have already set-up MFA and cannot access your authenticator app during login, select Choose another authentication method.

Depending on the contact information associated with your account, you may be able to receive a verification code by:

  • Text message
  • Automated phone call

These options use the phone number currently on file with PRMS.

🔹Is the text message or phone call option available when I first set up MFA?

No. During the initial MFA setup process, you must install and configure one of the supported authenticator apps.

Text messages and automated phone calls are alternative authentication methods that may be available after MFA has been successfully set up on your account.

🔹I am trying to use the alternate authentication method and didn't receive my text message or automated phone call.

If you do not receive a verification code:

  • Confirm that you have access to the phone number associated with your account.
  • Wait a few minutes and try again.
  • Try another available authentication method if one is offered.

Please note that text messages may occasionally be delayed and automated phone calls may be blocked by:

  • Carrier spam filtering
  • Call-blocking applications
  • Device spam-protection features
  • Unknown caller blocking settings

If you continue to experience issues, please contact PRMS for assistance.

🔹Should I keep track of which authenticator app I used?

 Yes. If you use several authenticator applications, it is highly recommended that you make a personal note of which authenticator app you used to set up your PRMS account. 

During MFA setup, users have the opportunity to record which authenticator app they are using. If you did not record it during setup, or if you set up MFA before this feature was available, you can update it later in Communications Preferences within My Program.

If you are not sure which authenticator app you used, open the authenticator apps installed on your device and look for an entry labeled PRMS. Do not write down or share your 6-digit codes. Those codes change every 30 seconds and should only be used when you are logging in.

🔹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 for your website?

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.

🔹What if PRMS reset my account and I need to set up MFA again?

If PRMS reset your account, you may need to remove the old PRMS entry from your authenticator app before setting it up again. Open your authenticator app and look for the account labeled PRMS. Delete or remove that old PRMS entry, then return to our site and follow the setup instructions to scan the new QR code or enter the new setup key.

If you are not sure how to delete an entry, check the help or support page for your specific authenticator app.

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.