Frequently asked questions

Access your information

My group number changed. Do I need to change my login information or re-register?

No, your registration stays the same even if you switch employers or if your employer changes group numbers. You will not need to re-register with your new group number or create a new username or password. When you log in with your HealthSafe ID®, you can choose which account you want to see: the old group number account or the new group number account.

How do I download the Optum Rx mobile app?

Download on the App Store® or on Google Play® for free.

Can I call to ask a question?

Call us for help all day, every day at the number on the back of your member ID card.

Controlled substance prescriptions

Controlled substance prescriptions

Effective January 1, 2020, Optum Rx changed how it accepts controlled substance prescriptions. Your doctor must send these to us electronically through a certified system.

Optum Rx will contact your doctor to help them send controlled substance prescriptions electronically, if they don’t already do so. Here are some common questions about this change.

How do I know if my prescription is a controlled medication?

Controlled substance prescriptions are regulated based upon their medical use, potential for abuse, and safety. You can check with your pharmacist, doctor, or click the link below to verify if your medication is controlled.

Controlled Substances Act

Why does Optum Rx want my doctor to send controlled substance prescriptions electronically?

OptumRx is leading the charge to fight the opioid crisis with safer and more secure ways to send prescriptions. Our goal is to help you, your doctor, and our country safely use these powerful medications.

Can my doctor submit my controlled substance prescription to Optum Rx home delivery just like any other prescription?

No. Your doctor must send prescriptions for controlled substances to us through a certified electronic system. Paper or fax prescriptions will not be accepted. Talk about this change with your doctor to make sure they are able to send these prescriptions to us electronically.

Does this apply to all members?

No. This does not apply to members residing in Alaska, Guam, Puerto Rico, and the US Virgin Islands, or members that reside in nursing homes or are in hospice.

Optum Home Delivery

Which prescriptions transfer to home delivery?

Once you have your new account set up with home delivery, most current home delivery prescriptions with valid refills will transfer. Prescriptions for controlled substances will not, so you’ll need a new prescription from your doctor.

Will my home delivery billing information also transfer to Optum Rx?

No. Payment information cannot be shared between pharmacies.

Once I place a home delivery order, how soon will I get it?

New and refill prescription orders will arrive within 5 days from the date Optum Rx receives your completed order.

Medication reminders

Sign up to receive text message reminders from

Provide us with your mobile phone number and select the types of message reminders you would like to receive.

What happens when I sign up for text message reminders?

Once you’ve provided your mobile phone number, you will receive the following text message on your phone:

  • Thank you for signing up for text message reminders at Reply with “RXJOIN” to complete your request.
  • Within 2 – 3 business days, you’ll start receiving the reminders you selected.


Please note: Standard text message and data rates may apply. Please see our Privacy Policy.

How do I cancel Optum Rx text message reminders?

To stop receiving text message reminders from us reply \"STOP\" to the next text message you receive from

How do I receive help regarding my Optum Rx text message reminders?

Reply \"HELP\" to the next test message you receive form or call 1-800-788-4863.

What text message reminders are available?

You can sign up for a variety of helpful text message reminders and updates about your prescriptions:

  • Medication reminders
  • Dosage reminders
  • Refills/Renews
  • Order confirmations

Supported Carriers: AT&T, Verizon-Alltel, T-Mobile®, Sprint, U.S. Cellular, MetroPCS, Virgin Mobile, Cricket, nTelos, Cellcom, C Spire Wireless (Cellsouth), Carolina West Wireless, Appalachian Wireless, Chariton Valley Cellular, Coral Wireless, Cross (dba Sprocket), OTC Wireless, Duet IP, EpicTouch, Leaco, Mosaic, femont Sagebrush, Peoples Wireless, Pine Cellular, Pioneer, Revol Wireless, Rina 11€\" Custer, Rina-All West, Rina- Cambridge Telecom Coop, Rina- Eagle Valley Comm, Rina- Farmers Mutual Telephone Co, Rina- Nucla Nutria Telephone Co, Rina- Silver Star, Rina- South Central Comm, Rina- Syringa, RinaUBET, Rina-Manti, United Wireless, Aio Wireless, ACS Wireless, Bluegrass Cellular, Cellone Nation, Cellular One of East Central Illinois, Chat Mobility, Element Mobile, Flat Wireless, LLC, GCI Communications, Golden State Cellular, Illinois Valley Cellular, lmmix/Keystone Wireless, Inland Cellular, iWireless, Nex-Tech Wireless, Northwest Missouri Cellular, Panhandle Telecommunications, Plateau Wireless, SouthernLINC Wireless; SouthernLINC Communications, SRT Wireless; SRT Communications, Thumb Cellular, Viaero Wireless, West Central Wireless (WCC). T-Mobile is not liable for delayed or undelivered messages.


Note: When you give another person access to your account, they will be able to see information about you and your prescriptions. You should be careful about who you choose to have access to this information. You may also wish to review your choice of \"Caregiver\" or \"Account Manager\" on a regular basis by selecting \"My Account Manager\".