Helpful Troubleshooting Resources

If you are having trouble accessing the Cohere portal, you have come to the right spot. We always recommend your first step in troubleshooting be to try using Google Chrome as your web browser and visit next.coherehealth.com

If you continue to have issues that prevent you from using the Cohere portal or effect your ability to submit authorizations, please feel free to contact us. 

Do you sign in to the portal and immediately get redirected back to the sign-in page? Or does the page time out and cannot connect?

These issues may happen due to one of the following reasons:

  • When you attempt to access Cohere through the link that is included in your original activation email (this link expires after your initial use).
  • JavaScript may be blocked on your web browser.
  • Network or host-based firewall blocking traffic.
  • Security software (anti-virus, anti-malware, etc.) is blocking network traffic and/or web browser behavior.
  • System time settings are out of sync. 
Steps to troubleshoot
  1. Utilize Google Chrome to access the Cohere portal because you may experience issues when using other browsers such as Safari, Internet Explorer, Microsoft Edge, etc.
  2. Verify that your web browser allows JavaScript. If there are restrictions on JavaScript, then you may experience issues with usability.
    • Open Chrome on your computer.
    • Click the More Options menu in the top right then Settings
    • Click Privacy and security.
    • Click Site settings.
    • Click JavaScript.
    • Select Sites can use Javascript.
  3. Verify that firewall and/or security software such as anti-virus/anti-malware is not blocking traffic. If you are experiencing issues signing into the platform, it is possible that traffic is being blocked by a network/host firewall and/or security software such as anti-virus or anti-malware. You may need to verify the below with your IT administrators.
  4. Verify that the system time is correct

Sometimes the system clock on your device may be out of sync with the actual time. This can cause a variety of issues connecting to certain websites.

Best practice to resolve this is to re-sync the time on your device by utilizing an NTP (Network Time Protocol) server such as time.google.com or time.windows.com. This will keep your systems time in sync with the actual time.

Changing the NTP settings on Windows devices

If you run into any errors changing the settings, you may need to contact your IT administrator.

  • Click on clock and select “Change date and time settings”.
  • Click on the “Internet Time” tab.
  • Check if it is set to “synchronize the time with time.windows.com
  • If the option is selected, click on change settings to check the option “Synchronize with an Internet Time server”
  • Click on "OK".
Access issues

How do I reset my password?

Go to next.coherehealth.com and click 'Need help signing in?' from the login page. unnamed__2_.png

Then a drop-down of options will appear. Select ‘Reset Password’. On the next screen, enter your email address and press ‘Reset via email’.

What is my username/ password?

  • Your username is your email address and your password will be created when you set up your account. To access the portal and sign in please go to next.coherehealth.com.

The link in your initial activation email is for one-time use only, this link is deactivated after you complete your account setup. 

How do I get access to the Cohere portal?

  • If your organization already has an account associated with your tax ID, your admin user can grant you access using these instructions. Please ask around at your organization if there is an existing account. If not, please submit a registration form at www.coherehealth.com/register.

I haven’t received my activation email even though I submitted a registration form.

  • We are currently processing new registration forms every day. We are seeing general turnaround times of one business day. The activation email will arrive soon! If you do not see the email to set up your account after one day, please first check your spam folder and then contact us.
Provider, Facility, TIN questions

How can I add or change the TINs associated with my account?

  • If you would like to add to or change the tax ID numbers (TIN) associated with your Cohere account, please click here to submit a Support Request Form. If your facility’s TIN is missing when you try to submit a request, please notify the associated payer to have the facility directory updated. You can also manually enter the facility information for the request.

What should I do if the provider and/or facility are missing from Cohere?

  • If you are unable to add the correct requesting or performing provider, please be sure you are entering the information correctly (name, NPI, tax ID number) with no added spaces or numbers, and if you are still unable to find the providers information, please complete the following: 
  • Submit a support form to Cohere with the missing information
  • Follow up with Humana by doing the following, as appropriate:
    • Missing/incorrect requesting provider: Please notify Humana to have the provider directory updated. 
    • Missing/incorrect performing provider:  Please notify Humana to have the provider directory updated. The performing provider is optional and can be left blank if needed. 
    • Missing/incorrect facility: Please notify Humana to have the facility directory updated. You can also manually enter the facility information for the request (as seen below).
Error messages

The error messages below may appear within the Cohere platform. We have provided instructions on how to resolve these messages, should they arise.

Message: “Please contact the member’s PCP regarding this request”

  • For patients with this specific message, their primary care physician is responsible for the submission of authorizations/referrals. If this message has not previously populated for you when submitting authorizations for this patient, please call the payer for additional details.

Message: “ReferenceError: 'TextEncoder' is not defined”

  • Please try using Google Chrome as your browser.

Message: “Error HTTP Status 500”

  • Please try using Google Chrome as your browser.

Message: “Error AuthSdkError: The JWT was issued in the future”

*Note that oftentimes administrator access is needed to do this, so you may need to reach out to your IT department for assistance.*

Have more questions?
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