How to Register, Log In, and Troubleshoot Your RMR Account

The Rocky Mountain Reserve platform is a safe, secure way to manage your workplace benefits. Through your online account, you can easily track account balances, monitor deposits, view your transaction history, check historical claims, submit new manual reimbursement requests, upload receipt substantiation, and manage your RMR debit cards.

Use this comprehensive guide to set up your online access, log into your user profile, or troubleshoot common password, credential, and account lock issues.

🛠️ Step-by-Step: Registering Your Online Account

If you are a new participant, follow these steps to establish your online access profile:

1. Go to the Portal: Navigate to user.rmrbenefits.com/login and click the Register link.

2. Verify Your Identity: Enter your exact Date of Birth and Social Security Number, then click Next.

3. Enter Account Details: Fill out the secure registration form:

   • Personal Info: Provide your personal email address, create a unique username, and enter your mobile phone number.

   • Security Requirements: Establish a password. Your password must be at least 8 characters long and contain at least one uppercase letter, one lowercase letter, one number, and one special character.

4. Accept Terms: Check the box to acknowledge the Terms & Conditions and Privacy Policy, then click Submit.

5. Verify Your Email: A validation email will be sent immediately to your registered address. You must click the link inside this verification email to finalize your registration before you can log in.

6. Debit Card Verification: Once you log into the portal for the first time, if your plan includes a physical RMR Visa® benefits card, you will be prompted to enter the last 4 digits of the card number.

   💡 No Card Yet? If your physical card hasn't arrived in the mail, you can safely skip this step and complete it later. Please note that your online portal will have limited account functionality until the card is registered.

   

🔐 How to Reset a Forgotten Username or Password

If you cannot remember your login credentials, you can recover them directly from the primary portal page:

1. Navigate to the main portal login page. Directly below the Sign In button, click either Forgot Password? or Forgot Username? Depending on what you need to recover.

2. Enter your username (for password resets) or your registered email address, and click Continue to trigger a recovery message.

Open the recovery email sent to your inbox, copy the temporary verification code, input it back into the portal screen, choose your new password, and click Submit.

⚠️ Security Warning: Rocky Mountain Reserve will NEVER ask you for your recovery code via phone, chat, or email. Do not share your temporary recovery codes with anyone.

Not Receiving the Recovery Email?

Automated recovery emails can occasionally take up to 1–2 hours to arrive, depending on your external provider. If it doesn't appear:

• Check your Spam, Junk, or Promotions folders.

• Ensure your personal inbox security rules aren't completely blocking external automated senders.

• For security purposes, RMR support agents cannot disclose your username or manually reset your password over the phone. You must use the online portal links. However, if your automated emails are completely failing to arrive, reach out to our team at 888-722-1223 so an agent can troubleshoot why our automated emails are being blocked by your provider.

⚠️ Please note: For security purposes, our agents cannot disclose usernames or manually reset passwords over the phone. These steps must be completed directly through the "Forgot Password" or "Forgot Username" links on our portal. However, if you are not receiving the recovery emails, our agents are happy to help troubleshoot why they aren't coming through.

🛑 Troubleshooting Inactive or Completely Locked Accounts

If you are entering your information and face errors, look for these specific system notifications:

Scenario A: You See an "Account is Not Active" Message

If the platform flags your account profile as inactive, run through these diagnostic steps:

• Check the Address: Make sure you are using our official portal link directly from the Rocky Mountain Reserve website.

• Double-Check Your App Version: If you are trying to log in through the RMR Mobile App on your phone or tablet, fully delete the app, go to your Apple App Store or Google Play Store, and download the absolute newest version. Outdated software versions will trigger login failure blocks.

• Status Verification: If your account was turned off due to a recent shift in your active employment or a plan enrollment adjustment, our support team must reactivate you manually. Please contact us via phone or email.

Scenario B: You See an "Account is Locked" Message

To protect your sensitive healthcare financial data, the platform will completely lock an account after multiple failed credential attempts.

• Self-Service Restriction: If your profile status shows as completely locked, you cannot use the standard "Forgot Password" links to unlock it yourself.

• How to Fix: A locked account requires a brief identity verification protocol before we can open it back up. Call our Participant Services team directly, and an agent will verify your security details and immediately unlock your access window.

📞 Contact Participant Services

If you need help resolving an account lock or troubleshooting a registration issue, reach out to our support team:

• 💬 Live Chat: Available directly inside the RMR User Portal

• ✉️ Email: [e-mail]

• 📞 Phone: [phone]

• 🕒 Support Hours: Monday – Friday, 8:00 AM – 5:00 PM MST