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Virtual Gateway Multifactor Authentication (MFA)

April 1, 2024

The Executive Office of Health and Human Services (EOHHS) Virtual Gateway (VG) will be implementing Multifactor Authentication (MFA) later this spring. All Provider Online Service Center (POSC) users will be required to set up MFA to be able to continue accessing the POSC via the VG.
 
The VG will be communicating with individual users prior to the implementation. They will begin contacting individual users, via email, with instructions on setting up their MFA with an email subject line saying “Business Account Registration for login.mass.gov”, and the sender will be: Virtual.Gateway@state.ma.us.
 
It is imperative that all POSC users ensure the email address associated with their Virtual Gateway account (User ID) is up to date. Additionally, the email address used to set up multifactor authentication must be an exact match to the email associated with the VG account.
 
Please note: MFA and the VG terms and conditions require that a unique email address be associated to a single VG account. Prior to the implementation, please ensure that your organization completes the following:
 
1) All users review and ensure that the email address associated with their VG User ID is unique and is not duplicated with any other VG User ID that is currently used;
 
2) The Primary User must coordinate with users to ensure that each user only has a single, unique VG User ID and must eliminate multiple User IDs currently assigned to the same individual;
 
3) The Primary User must coordinate with users to ensure that “common” named User IDs that are being shared amongst staff are eliminated; each User ID that is created and assigned to an individual must always include a first name and a last name.
 
Taking the aforementioned steps will ensure that your organization is compliant with the VG terms and conditions that each user signs upon initial login to the VG.
 
More information will be coming as we get closer to the implementation.
 
For additional questions or concerns:
 
LTSS providers, please contact the LTSS Provider Service Center at (844) 368-5184 or support@masshealthltss.com.
 
All other providers, please contact MassHealth at (800) 849-2900 or provider@masshealthquestions.com.