Online Help

Online Help

General

How do I obtain a user name and password?
How do I login?
How do I register?
How do I obtain permissions to secure sections of the website?
How do I update my account information?
I am an administrator, how do I manage users and assign permissions?
      Add User
      Manage User Permissions
      Edit
      Permission
      Disable/Enable
      Reset Password
How do I change our administrator?

Troubleshooting

What do I do if I forget my password?
Why does it say that my account is disabled? What can I do?
Why does it say that my account is inactive? What can I do?
What do I do if my account is disabled?
What do I do if my account is inactive?
What do I do if I receive an error while using the site?

ParallelPay

What is the difference between ParallelPay and ParallelPay Administration?

Need Additional Assistance?

Contact EAIG at 855.533.3444 and ask for EAIG website assistance.
Normal Hours of Operation: Monday - Friday 8:00 AM to 4:30 PM EST

General

  • How do I obtain a user name and password?
    • Policyholders
      You will need to select an individual to serve as your organization's eains.com administrator. This administrator is responsible for adding users for your organization, and assigning them user permissions to the website. While only one individual can serve as your organization's administrator at a time, you can have multiple users. Your eains.com administrator can assign users different permissions; for example: one user may be granted access to billing, another user granted access to risk management information, and another granted access to claim reporting.

    • Agencies
      Agency administrators are set-up by EAIG. If you are unsure who your agency administrator is, contact your marketing representative. Your administrator can add additional users for your agency and assign them user permissions (access to billing, reporting claims, etc.) to the website. Please contact your agency’s administrator to create a user account for you.
       
    • Self-Insured Clients
      An administrator has been appointed for each self-insured client. Your administrator can add additional users for your organization and assign them user permissions (access to reporting claims, etc.) to the website. If you are unsure who your organization's administrator is, call 855.533.3444 and ask for EAIG website account assistance.
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  • How do I login?

  • Enter your user name and password in the lower right-hand login box found on most pages throughout the website, then click the The login box will provide a "You are logged in." message if you have successfully logged in, but the Web page will remain the same.

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  • How do I register?

  • Online registration is for policyholders only and is accessible via the website’s login box by clicking Register Now. A policyholder must have an active Policy Number and a valid Registration Code to successfully register. This information and registration instructions are provided on the last sheet of your policy. If you have selected the ParallelPay® program for your payment plan, the ParallelPay® Billing Specialist will also provide this information to you during your initial set-up phone call. If you do not have your registration code, please call 855.533.3444 and ask for EAIG website account assistance.

    Only one individual can serve as your organization's administrator at a time. If you need to change the administrator for your organization, refer to How do I change who is the administrator? for more information.

    Note: Agencies and self-insured client cannot register themselves online. These administrators must be set-up by EAIG.


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  • How do I obtain permissions to secure sections of the website?

  • After logging in, depending on your permissions, you still may not be able to access every section and page on the website. If you receive a message stating: “You've attempted to access a secure section; however, you do not have permission to this area. Please contact your organization's eains.com administrator. For additional assistance, access our online help or contact EAIG at 855.533.3444 and ask for EAIG website account assistance,” you will need to contact your organization’s eains.com administrator. Your administrator can grant permissions to various secured sections of the website. Refer to I am an administrator, how do I manage users and assign permissions? for more information.


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  • How do I update my account information?
    All users have the ability to manage their own account information. After logging in:
    • Click Manage Account Information
    • The information for your account is displayed.
    • Select an action.
      • Edit
        1. Click Edit under Actions.

        2. Update account information.
      • Update Password
        1. Click Update Password under Actions.

        2. Enter Current Password.
            Enter New Password and Confirm New Password and click Save
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  • I am an administrator, how do I manage users and assign permissions?
    After logging in:
    • Click Manage Users
    • All users that you administer are displayed.
    • Add User
      1. Click on Add User


      2. Enter the information for the new user.

      After successfully adding a user, an email will be sent to the new user's email address. You will need to inform the user of their password, or direct them to use the Forgot your password? link to reset the password.


      From: webSupport@eains.com [mailto:webSupport@eains.com]
      Subject: eains.com User Account

      Dear USER:

      A new User Account has been created for you to access secure information within the EAIG website (http://www.eains.com).

      Your account information is as follows:
         User Name: user name here
         Email Address: email address here
         Last Name: last Name here

      If you were not informed of your password or cannot remember it, you can retrieve it by going to https://www.eains.com/PasswordRecovery.aspx..

      For assistance, contact your organization's eains.com administrator. If you require additional assistance, contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

      Sincerely,
      Eastern Alliance Insurance Group

      ----TERMS OF USE----
      By logging in, you agree to be bound by the Web site's Legal Disclaimer, Privacy Policies, and any other agreement between you (or your employer) and Eastern Alliance Insurance Group ('EAIG').

      You further agree to use the information presented on this Web site only for the purpose of reviewing or accessing information about your own company's workers' compensation policy and claim data (or that of your agency's EAIG clients), submitting claim reports, or reviewing or accessing general safety, risk management or claim management information (the 'Information'). You represent and warrant that you have been fully authorized, as necessary, by your employer and/or the others employed by your employer, to provide, access, or modify the Information. You agree to keep the Information confidential and not disclose the information except in accordance with EAIG's policies and procedures regarding such Information. You further agree to maintain the privacy of your user name and password, to change such user name and password as reasonably required by EAIG, and to immediately notify EAIG if you learn either that: (1) anyone else is using your user name and password to access the Information without authorization; or (2) you reasonably believe that secure access to the Information has been compromised in whole or in part.

      *** NOTICE: This email address is not monitored and responses sent will not be read or responded to by anyone.

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    • Manage User Permissions
      This feature allows administrators to manage all of their users’ permissions at the same time. Permissions can also be individually adjusted through each user’s “Actions/Permission” link.
      1. Click Manage User Permissions

      2. Select the user functions that you want to manage permissions for.

      3. Click List to display the users and the selected functions.



      4. Make changes to the grid by checking or un-checking the function checkboxes for each user. Click Apply to save your changes.
          Note: If there are multiple pages, the Apply button only saves the changes to the page you are currently viewing.

      5. A confirmation message appears onscreen stating permission changes have been applied.

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    • Select an action.
      • Edit
        1. Click Edit under Actions for the user for whom you want to edit account information.

        2. Update user information.

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      • Permission
        1. Click Permission under Actions for the user for whom you want to edit or view permissions.


        2. Set permissions accordingly by checking or un-checking functions.
            Note: Checkboxes shaded in gray and permissions in light gray type are automatically-granted functions. These permissions cannot be modified.

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      • Disable/Enable
        Administrators may disable user accounts if employees leave their organization or positions change.
        1. Click Disable under Actions for the user for whom you want to disable.


        Administrators may re-enable user accounts if needed.
        1. Click Enable under Actions for the user for whom you want to re-enable.

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      • Reset Password
        1. Click Reset Password under Actions for the user for whom you want to reset a password.

        2. Enter New Password and Confirm New Password and click Save.

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  • How do I change our administrator?
    Contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

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Troubleshooting

  • What do I do if I forget my password?
    You can either contact your eains.com administrator, who can reset your password for you, or you can reset the password yourself by clicking on Forgot your password? in the login box.

    After clicking Forgot your Password? You will be prompted to enter your email address, user name, and last name.

    If our system contains a user account that matches the 3 fields above, a temporary, randomly-generated password will be sent to your email address.
    From: webSupport@eains.com [mailto:webSupport@eains.com]
    Subject: eains.com User Account Password Recovery
    Dear USER:

    Your new password is: 123456789xyz
    Login to eains.com with this new password. You will be prompted to change your password.
    For additional assistance, contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

    Sincerely,
    Eastern Alliance Insurance Group

    *** NOTICE: This email address is not monitored and responses sent will not be read or responded to by anyone.
    You can login to eains.com with the temporary password found in the email. You will be asked to update your password after logging in.

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  • Why does it say that my account is disabled? What can I do?
    Your account may be disabled for one of the following reasons:
    • EAIG disabled your account.
    • Your eains.com administrator disabled your account.
    • Your account has been disabled because of successive, unsuccessful login attempts.

      Contact your organization's eains.com administrator to have your account re-enabled. If you are the administrator for your organization, refer to Disable/Enable User for more information, or contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

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  • Why does it say that my account is inactive? What can I do?
    Accounts may be inactivated by EAIG. Contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

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  • What do I do if my account is disabled?
    Contact your organization's eains.com administrator to have your account re-enabled. Refer to Disable/Enable User for more information.
    If you are the administrator for your organization, contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

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  • What do I do if my account is inactive?
    Contact EAIG at 855.533.3444 and ask for EAIG website account assistance.

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  • What do I do if I receive an error while using the site?
    Follow the directions on the screen.

    To assist with troubleshooting when contacting EAIG:
    • Please have the Error ID and User ID available.
    • Please be ready to explain what you were doing when the error occurred.
    Example

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ParallelPay

  • On the permissions, what is the difference between ParallelPay® and ParallelPay® Administration?
    Within the permission list, you may see both ParallelPay® and ParallelPay® Administration.
    ParallelPay®: All logged-in users are automatically-granted access to documents posted on the ParallelPay® page. This page offers general and marketing information related to EAIG’s ParallelPay® program.
    ParallelPay® Administration: If your organization is enrolled in EAIG’s ParallelPay® program, AND you are granted access to ParallelPay® Administration by your eains.com administrator, you will additionally see an "Enter ParallelPay System" link on the ParallelPay® page. Note: This link will automatically take you into the ParallelPay® system and will not require an additional user name and password.

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