Failure to sign in to my health insurance account

Hi

What happens when you try to do this in Firefox? Is there any error message?

When I go to sign in with my user name,I get the message " user name is incorrect'. I should add that I started signing in to this account in May,2025. I was able to sign in every month thru August,2026. It was in September that trying to sign in resulted in my getting the "user name incorrect" message. My firewall,Webroot tells me this site could compromise my online security. My problems with this site and other site sbegan the last time I brought the computer into the Geek Squad at Best buy for a different problem. When I picked up the computer Geek Squad had added a Sandboxed web browser icon on my start screen. I use a laptop as my sole device.

Is it still possible to run Firefox normally, or only in the Webroot sandbox?

Either way, a legitimate security system shouldn't mess up your username, so that is definitely weird.

If you are using an old bookmark to access the site, could you try loading the site through a web search (make sure it's a real result not an ad) or by manually entering the address shown on your bill, in case something changed?

jscher2000 I don't know if I can run Firefox alone. I don't have a bookmark for my health insurance site. Before Sep.,2026 I would get an email from my insurer. I would open the sign in here link ,sign in,and get to the billing section of my insurer. In Sep.,2026 I went to sign in and that's when I got the user name incorrect message. Using the need help button on the sign in page is where I was told to use a different browser,and then I should try "turning off" all my apps and extensions one by one to see which one caused the problem .:(

I think I need to go back to Geek Squad and hope they can find out it was something they did to cause the problem.

Thanks anyway. ( You too Paul).

I don't know what they did, but if you can run other browsers normally, there should also be a way to run Firefox normally. Maybe you'll need a new desktop shortcut. One way to create that is to go to where Firefox is installed, right-click firefox.exe, and send a new shortcut to the desktop. The steps are:

(1) Open the program folder. Normally:

C:\Program Files\Mozilla Firefox

Sometimes

C:\Program Files (x86)\Mozilla Firefox

Sometimes neither of those because Firefox was installed through the Microsoft/Windows store and those go somewhere hard to access.

(2) Right-click firefox.exe (if your Windows is hiding file extensions, it will just say Firefox and have the usual icon)

(3A) If the menu has Show More Options, click "Show More Options"

(3B) Expand the Send To menu and click "Desktop (create shortcut)"

Now there should be a new Firefox shortcut somewhere on the desktop that uses your regular profile. If it starts up in some other profile, we'll have to address that issue before you can test your insurance site.