1. Why am I getting an error related to my Tax Identification Number (TIN) when trying to register ?

The TIN must match your organization's officially registered TIN exactly. Please verify the number and format entered is correct. If the issue persists, contact our support at ELGAPportalsupport@etiqa.com.ph.

2. I am unable to complete my registration. What should I do ?

Ensure all required fields are completed accurately. If you're still unable to register or receive an error, contact support to verify your organization's registration process.

3. Why does the system only allow one email account for registration ?

For security and data integrity, each registered account is limited to one email. To update or change your email, please contact support. For initial registration, only one primary account is required. Additional users can be added later through the provider's portal UAM. Refer to the user manual from our Network Relations Team for details.

1. I keep receiving “invalid credentials” or password reset errors. How can I resolve this ?

If your account has been inactive for over a month, it may have become dormant and require a password reset. Possible reasons include inactivity, an incorrect password, or the provider not being accredited. If you encounter issues with password reset, please contact our support team at ELGAPportalsupport@etiqa.com.ph for assistance.

2. My password reset link expired. What should I do ?

For security reasons, password reset links expire after three days. If your account has been inactive for over a month, it may be marked as dormant, requiring a password reset before you can log in. You can request a new reset link from the login page. If the link expires and you attempt to log in, a new reset link will be automatically sent.

3. Why does the system log me out so quickly or display an “authentication timeout” message ?

To safeguard your sensitive information, the portal automatically logs you out after 15 minutes of inactivity. This security measure helps protect your account from unauthorized access.

1. I’m not yet familiar with how to use the portal. Is there an orientation guide available ?

Yes! We provide a comprehensive user manual that includes step-by-step instructions and annotated screenshots to help you get started. Additionally, our quick-start FAQ section covers common questions. Please refer from the user manual sent by our Network Relations Team. Download user manual here.

2. I’m having trouble navigating the menu options on the portal. How can I get help?

Please refer to our user manual for detailed navigation guides and tips to enhance your experience. If you need further assistance, contact our support team at at ELGAPportalsupport@etiqa.com.ph for personalized help.

1. Some of our hospital’s doctors aren’t appearing on the portal. What’s the reason ?

Possible reasons are that the doctor is not an Etiqa-accredited provider or is not affiliated with the specified hospital. Additionally, ensure that the latest doctor list is uploaded to the portal to keep the information updated. Please refer to our user manual for a detailed guide on this process. Download user manual here.

2. I have uploaded the latest list of doctors and procedures but it is still not reflected in the Portal.

New or updated entries may take up to 24 hours to appear after syncing with our accredited list. If the issue persists, please contact our support team at ELGAPportalsupport@etiqa.com.ph.

1. Why can’t I edit the amount for a medical procedure when submitting a claim ?

The amount for a medical procedure when submitting a claim is not editable. The amount must be corrected in the database. For further assistance, please email us at ELGAPportalsupport@etiqa.com.ph

2. Some procedures are not showing up in the portal. What should I do ?

To keep the information up to date, upload the latest list of procedures into the Portal. For a detailed guide, please refer to our user manual. Download user manual here.