A technical issue has been identified for the Carelon Portal that is preventing some providers from initiating prior authorization requests. This issue began on November 17, 2025, and may affect requests across all Carelon programs.
Below, you will find a summary of the various issues being reported, along with the steps to resolve each one. If you encounter one of these issues and cannot submit online with the steps provided, prior authorization is still required. For assistance, contact Carelon toll-free at 866-455-8414, Monday through Friday, between 8 AM and 5 PM.
Access Issues Affecting the Carelon Portal
Providers attempting to enter a request on the Carelon Portal for one of Carelon’s programs may encounter one of the following scenarios:
- The provider can submit their request with no issue (most providers should be in this category).
- The provider enters their request and is directed to enter their demographic information. This information is required to move forward with the request.
- If required, add demographic information on the "User Information" tab on the "User Profile" page in the Carelon Portal.
- The provider enters their request and the below “Our apologies” page appears once member information is entered and one of the applicable program icons is selected.
If you see the "Apologies" page after entering the member's information and selecting one of the program icons, you will need to follow these steps to fix the issue:
1. In the Carelon Portal, select “Manage Your User Profile.” Then, once in the Carelon Portal, select the "Manage Your User Profile" button.
2. Select the “User Information" tab. There are three tabs on the User Profile page. Select the “User Information" tab.
3. Enter your information in the orange required fields and select "Save." Next, enter or update information in the required fields, highlighted in orange. Then, click the "Save" button.
4. Select the “Home” icon to return to the home page and submit a request.
Questions
For questions or assistance, contact Carelon toll-free at 866-455-8414, Monday through Friday between 8 AM and 5 PM.
Blue Cross and Blue Shield of North Carolina does not discriminate on the basis of race, color, national origin, sex, age or disability in its health programs and activities. Learn more about our non-discrimination policy and no-cost services available to you.
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