Why do I need to update my Cigna connection?

Cigna portals began requiring Multi-Factor Authentication (MFA) in 2025. Alternatively, if your Cigna connection has expired, you will need to use this new process. You can identify if you need the new connection is you see a Auth Failed status. This new process will automatically login you in within the 30 day window, so your connection will never lapse.

Primary Benefit of New Connection: This new process will automatically log you in within the 30-day window, so your connection will never lapse.

Before you begin

Ensure you have your login for cignaforhcp.cigna.com. If you do not have one, you will need to create one.

Step 1: Launch the Payer Connection Portal

Navigate to the portal based on your software version:

For Dentrix vs 24.16-22: Go to Office Manager > Maintenance > Reference > Eligibility Pro Maintenance > Launch Payer Connection Portal.
For Dentrix vs 24.23+: Go to Office Manager > Maintenance > Reference > Payer Connection Portal.
For Ascend: Go to the Setting Menu > Production column > Payor Connection Portal.

Step 2: Launch a New Payer Connection

Ensure you have deleted your old Cigna portal connection only if it has expired or is not working. If it says "Connected" then Stop. You do not need to continue.
Locate the button in the top right corner and click + New Payer Connection.

Connect Your Payers Screen showing New Payer Connection button

From the dropdown menu, select Cigna.

Step 3: Enter Your Cigna Credentials

In the Payer Connection Portal popup, log in using your Cigna credentials.

Leave the Payer Portal open. On a separate tab/window, go to the Cigna.com webpage and log in using your credentials there as well.

Step 4: Add New Phone Number for MFA

Once logged into the main Cigna page:

Go to User Menu > Settings & Preferences > Communication Preferences > Edit Mobile Phone.

Note: Adding this phone number will remove your existing mobile number. However, this allows the Payer Portal to automate the 30-day login requirement so your connection never expires.
To avoid creating another Cigna account, if you already have a personal SMS mobile phone number set up, we suggest choosing email as your personal MFA security option and remove your currently registered mobile phone number before continuing.

Cigna will send you an email/phone push requesting that you verify your identity with a verification code. Enter the code to proceed.

Step 5: Linking the Portals

Once you have the Mobile Phone Verification page open in Cigna, return to the Payer Connection Portal.
Copy the Multi-Factor Authentication Number provided by the Portal.
Paste this number into the Cigna Mobile Phone Verification field.
Click Submit.

Copying phone number from Portal to Cigna

Both pages will update:

In the Payer Connection Portal, the page will advance to provide a Verification Code.
Enter that verification code into the Cigna website in the "Enter code" field.
Click Next.

You should see a confirmation that the new phone number has been verified on the Cigna website.

Step 6: Confirm and Finish

In the Payer Connection Portal, click Next. Allow the page to process for 2-4 minutes. Do not close until it is completed or the connection could fail.

Once complete, you will see a success message. Click Done.

On the Payer Connection Portal main page, you should now see your Cigna connection with a Connected status. You are done!