Virtual Gateway Resource Assistance for Providers and State Agency Staff

This page is designed to assist providers and state agency staff with understanding upcoming changes to Virtual Gateway and provide login assistance.

Virtual Gateway Account Mergers:

At this time Virtual Gateway is requesting users, who have multiple User ID’s linked to the same email, to log into their applications using the Legacy Log In option until otherwise directed. 

Changes to Virtual Gateway

Sunday, May 19, 2024: New Virtual Gateway website is live https://virtualgateway.mass.gov/

The Virtual Gateway has moved its login portal to a new site as of Sunday, May 19, 2024. All Virtual Gateway users can now access the new website at https://virtualgateway.mass.gov/.. Virtual Gateway account creation and multifactor authentication (MFA) set up may be required.

Note: Bookmarked URL’s will automatically redirect to the new website.

What is Changing on the Virtual Gateway?

• New Virtual Gateway login URL.
• Look and feel of the Virtual Gateway login pages.
• Users will self-register with their email address to create an account.
• Users will login to Virtual Gateway using their email address.
• Multifactor authentication (MFA) will be used at log in.
• Virtual Gateway users must have their own email address.

What is Staying the Same on the Virtual Gateway?

• Access Administrators (AA) will continue to submit User Request Forms (URF) when requesting access or modifications for their users.
• Single sign-on for all Virtual Gateway applications will continue.
• There are no changes to how users access or use their Virtual Gateway applications.
• Users will continue to update their user profile using Manage My Account.
• Virtual Gateway login support will continue at [phone].

Existing Virtual Gateway Users: Which Login Option to Use?

• Personal Login: This option should only be used by public users to access their personal, MassHealth-related information, using the My Account Page (MAP) system. 
  • This option requires a user to create an account and set up multifactor authentication (MFA) to access.
• Business Login: This option should be used by provider users who have one Virtual Gateway UserID linked to one unique email address. 
  • This option requires a user to create an account using their email address (must be the email address linked to current Virtual Gateway UserID) and set up multifactor authentication (MFA) to access.
  • Massachusetts state employees who have 1 Virtual Gateway UserID linked to their @Mass.gov email address should use the Log in as an MA state employee link found under the Business Login option.  MA State Employees who meet this requirement do not need to create an account or set up multifactor authentication (MFA).
• Legacy Login: For a limited time, this option will be available to ALL Virtual Gateway users (Public, Provider and State Employee).
  • When using this option, users will login with their current Virtual Gateway UserID and last known password. Legacy users are not required to create an account or set up multifactor authentication (MFA).
  • If a user (Public, Provider or State Employee) has multiple Virtual Gateway UserID’s, but the same email address is linked to each UserID, those users must use the Legacy Login option.

Reference Guides

The reference guides listed below provide the current instructions on how a user logs into the Virtual Gateway. 

• Business Log In for Provider User Reference Guide (PDF) | (DOC)
  This reference guide will step a provider user, who needs to access their applications, through the process of creating their MyMassGov account and setting up multifactor authentication (MFA) along with how to log in to their applications on the Virtual Gateway. 
• State Employee Log In under the Business Log In (PDF) | (DOCX)
  This reference guide will step a state employee with a Mass.gov email through the process of logging into the Virtual Gateway to access their applications. 
• State Employee Business Log In: How to Log In to Virtual Gateway with Multiple Virtual Gateway Accounts (PDF) | (DOCX)
• Change Multifactor Authentication (MFA) Settings (PDF) | (DOCX)
  This document will assist users who have previously setup multifactor authentication (MFA) and need to change or add additional authentication methods.  User must already have a successful MFA setup in order to change or add additional authentication. 
• Setup Authenticator on Web Browser (PDF) | (DOC)
  This document will assist users who need to download/install a web browser authenticator to receive MFA verification codes through their web browser. 
• Personal Log In for My Account Page User Reference Guide (PDF) | (DOC)
  This reference guide will step a public user, who needs to access My Account Page to view their MassHealth-related information, through the process of creating their MyMassGov account, setting up multifactor authentication (MFA) and requesting access to My Account Page along with how to log on to their My Account Page account on the Virtual Gateway. 
• Virtual Gateway Legacy Log In Reference Guide (posted 05/19/2024) (PDF) l (DOC)
  This reference guide will step a user (public, provider, DCF Mandated Reporter, state employee), who needs to access their applications, through the steps on how to log on to the Virtual Gateway using the Legacy Log In option. 
• Virtual Gateway Forgot Password for Legacy User Reference Guide (05/19/2024) (PDF) l (DOC)This reference guide will step a user, who uses the Legacy Log In to access their account, through the steps of resetting their Virtual Gateway password.

Presentations

• Virtual Gateway Informational Session (PDF) l (Word) (April 19, 2024) 

Bulletins

• Virtual Gateway Upcoming Changes Bulletin 2 (PDF) | (Word) (May 13, 2024)
• Virtual Gateway Upcoming Changes (PDF) l (Word) (April 19, 2024)

Frequency Asked Questions

• FAQ’s for Upcoming Virtual Gateway Changes (PDF) l (DOCX)
• Scenarios for Provider Users (PDF) l (DOCX)
• Scenarios for State Employee Users (PDF) l (DOCX)
• Scenarios for My Account Page Public Users (PDF) l (DOCX)

Date published:	May 1, 2024