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Important Update to Virtual Gateway Terms and Conditions

January 27, 2020

The Virtual Gateway (VG) User Terms and Conditions have been updated. Effective January 26, 2020, all new and existing VG users will be prompted to review and accept the Terms and Conditions. This acceptance is required in order to use the VG portal or services including the use of the Provider Online Service Center (POSC). If a user does not accept the updated Terms and Conditions, they will not be granted access to the VG. There is no ability to opt out of the new VG User Terms and Conditions and continue to use the VG. This is a one-time acceptance only.

Recently, the VG has experienced unusually high login activity (users running/using automated login scripts) from a single user. This unsanctioned activity presents a risk of severe degradation to all users if the systems are flooded by unexpected volumes of attempted logins, as well as a potential security risk.

The use of bots or the running of automated login scripts is strictly prohibited on the VG and will result in termination of user access. As with any system that contains sensitive data, terms and conditions must be reviewed on a regular basis to ensure user access to data is kept as secure as possible. Given the risk posed by this activity and the impact this has on performance, the VG is making changes to the Terms and Conditions to ensure the policy is clear in preventing this unsanctioned activity.

If you have any questions, please contact the MassHealth Customer Service Center at (800) 841-2900 or email LTSS providers should contact the MassHealth LTSS Provider Service Center at (844) 368-5184 or email