1. What is My Account Page?
  2. Who can use My Account Page?
  3. How can I look at My Account Page?
  4. If I don't use My Account Page, will my benefits be changed or closed?
  5. Why do I need to enter personal information to use My Account Page?
  6. When I type in my personal information to look at My Account Page, why do I get a message that says no results were found?
  7. When I try to enter My Account Page, the screen says My Account Page is not available and that it is currently being updated. What can I do?
  8. I sent in my health insurance documents (proofs/verifications), can I use My Account Page to see if they were received?
  9. Can I get the same account information by phone?
  10. I am not interested in using My Account Page, but I have questions about my benefits or a notice I received. Who can I contact?

1. What is My Account Page?

My Account Page is a web site where you can see information about the benefits you get from the Department of Transitional Assistance (food and cash assistance benefits) as well as MassHealth, Commonwealth Care, Health Safety Net, Children's Medical Security Plan, or Healthy Start (health assistance benefits).

Those approved to receive Commonwealth Care will see Commonwealth Care listed in My Account Page both as a benefit they are qualified to receive pending their enrollment in a health plan and as a benefit they currently receive once they enroll in a health plan. My Account Page can be accessed at: www.mass.gov/vg/selfservice.

To use My Account Page you must be the head of household (the individual who signed the application for benefits) and must be getting benefits yourself.

2. Who can use My Account Page?

If you are the head of household where you or a household member gets health assistance benefits (MassHealth, Commonwealth Care, Health Safety Net, Children's Medical Security Plan, or Healthy Start) or food or cash assistance benefits (SNAP, TAFDC, EAEDC) from the Department of Transitional Assistance (DTA), you can use My Account Page. The head of household is the person who signed the application for benefits.

Please note: Heads of Household need to have their own Member ID # to use My Account Page. The Head of Household cannot use a family member's Member ID #. For example, if your child receives health assistance benefits, but you do not have a Member ID # of your own, you will not be able to look up your child's information.  

3. How can I look at My Account Page?

You first need to register through the Virtual Gateway. Once you have a Virtual Gateway user name and password, you can log into the Virtual Gateway and select My Account Page. You will need to give your date of birth, social security number and zip code. To see your food or cash assistance information, you will need to give your EBT card number. To see your health assistance information, you will need to give your MassHealth Member ID number, found on your MassHealth Member Card or on notices sent to your household.

4. If I don't use My Account Page, will my benefits be changed or closed?

No. Your decision whether to use My Account Page does not change your benefits.

5. Why do I need to enter personal information to use My Account Page?

This information helps to ensure that only you can see your household's benefit information. If you call Virtual Gateway Customer Service, you may be asked for this information to identify you as the head of household.

6. When I type in my personal information to look at My Account Page, why do I get a message that says no results were found?

The personal information you entered - including name, date of birth, social security number, and benefits card number - must match exactly the information kept by DTA and MassHealth. Please make sure you are entering all of the information correctly.

7. When I try to enter My Account Page, the screen says My Account Page is not available and that it is currently being updated. What can I do?

The information in My Account Page is updated overnight and may not be available at certain times. Please try again later.

8. I sent in my health insurance documents (proofs/verifications), can I use My Account Page to see if they were received?

A ‘Documents’ area displays in My Account Page when viewing health insurance information. The following information is available:

  • Who the document pertains to (which household member)
  • Document Type, e.g., verification (such as income, citizenship, etc.), ERD (Eligibility Representative Designation form), ERV (Eligibility Review form)
  • Status of document:  Processed (has a disposition) or Unprocessed (does not have a disposition)
  • Date Received - the date the document (or group of documents) was received at MassHealth – Note:  The date will typically be within 48 hours for faxed documents and within one week for mailed documents

Some additional notes regarding the Documents list:

  • Document information will display in the list for 18 months
  • The list contains document information, but does not show a copy of the actual document(s)
  • The information in “Envelope Category” and “Document Category” is for internal purposes only. Please disregard.

You should see one line in the list for each individual document or group of documents mailed or faxed.  If multiple documents were sent in one fax or mailing, you will not see all of those documents in the list. Instead you will only see the name of one of the documents. Because of this, it’s a good idea to check the list first for a “Date Received” around the time you think it was sent in, rather than first checking by “Document Type.”

  • Example: If you fax or mail four documents together — e.g., a copy of a bank statement, two pay stubs, and a birth certificate — you will only see the name of one of those Document Types in the list. In this example, you may see only “Asset Verification,” or you may only see “Income - Earned (EIN),” or you may only see “Citizenship.”

For a document to display, it must include a Social Security Number that matches the Social Security Number of the household member that the document is about.

  • Example: If a birth certificate for a child is mailed or faxed, it must have the Social Security Number for that child written on the birth certificate in order for it to be displayed in the list. It’s important that every document that is mailed or faxed has the individual’s Social Security Number written on it.

9. Can I get the same account information by phone?

If you are a MassHealth, Commonwealth Care, or Health Safety Net member or applicant you can get the same information by phone at 1-888-665-9993. When you call this number, select a language and then press Option 1. You will be led through a series of easy menus to access your information.

You can download more information at 24/7 Self-Service Telephone Access for MassHealth and other Health Assistance Applicants and Members.

If you are a DTA client, you can get information by phone at 1-877-382-2363.

10. I am not interested in using My Account Page, but I have questions about my benefits or a notice I received. Who can I contact?

If you have questions about your food or cash assistance benefits, please visit DTA's contact page for a list of important phone numbers. Visit the DTA page for general information about DTA programs and how to apply for food and cash assistance.

If you have questions about your health assistance benefits such as MassHealth, call 1-800-841-2900. Visit the MassHealth website for general information about MassHealth and how to apply for MassHealth and other health assistance programs.

Visit the Department of Transitional Assistance (DTA) website to find out more about assistance DTA provides.

Visit the MassHealth website for more information about the assistance MassHealth provides.

Visit the Commonwealth Care website to learn more about Commonwealth Care and the state's Health Connector.


This information is provided by the Virtual Gateway within Health and Human Services