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Frequently Asked Questions for TRICARE Online Patient Portal Secure Messaging

Question 1: What changes will users experience and when?
Answer 1: Users can expect to see the following changes:

  • June 2018 - New web address (URL) for TRICARE Online Patient Portal Secure Messaging (see Question 2).
  • June 2018 - New look including: font, button design, and color
  • September 2018 - New email addresses for Customer Support (see Question 3).
  • September 2018 - New sender’s email address for all email notifications (@ChangeHealthcare.com)

Question 2: Will there be a new website address (URL) for TRICARE Online Patient Portal Secure Messaging?
Answer 2: Yes. The new URL active as of June 2018 is http://www.tolsecuremessaging.com.

After September 30, 2018, the previous links, mil.relayhealth.com and app.mil.relayhealth.com will no longer be available, and you will see a “404 Error – Page Not Found” message on the screen.

Question 3: What is the contact information for the Secure Messaging Help Desk?
Answer 3:

From now through September 30, 2018:

The Federal Support Team for Patients can be reached at:

  • FederalSupport@relayhealth.com or 1-866-309-4138

The Federal Support Team for Care Teams can be reached at:

  • T1FederalSupport@relayhealth.com or 1-866-309-4138

After September 30, 2018:

The Federal Support Team for Patients can be reached at:

  • FederalPatientPortalSupport@Changehealthcare.com or 1-866-309-4138

The Federal Support Team for Care Teams can be reached at:

  • FederalProviderPortalSupport@Changehealthcare.com or 1-866-309-4138

Question 4: How do I save (bookmarks/ favorites) the new web address?
Answer 4:

From your Android device:

  • For Google Chrome users: Instructions are available here.
  • For Samsung Internet Browser users: Instructions are available here.
  • For Mozilla Firefox users: Instructions are available here.
  • For Microsoft Edge users: Instructions are available here.

From your iOS device:

  • For Apple Safari users: Instructions are available here.
  • For Google Chrome users: Instructions are available here.
  • For Mozilla Firefox users: Instructions are available here.
  • For Microsoft Edge users: Instructions are available here.

From your Windows Desktop:

  • For Microsoft Edge users: Instructions are available here.
  • For Microsoft Internet Explorer 0, 8.0, 7.0 & 6.0 users: Instructions are available here.
  • For Google Chrome users: Instructions are available here.
  • For Mozilla Firefox users: Instructions are available here.

From your Mac Desktop:

  • For Apple Safari users: Instructions are available here.
  • For Google Chrome users: Instructions are available here.
  • For Mozilla Firefox users: Instructions are available here.

Question 5: Will users have to change or create a new username and password?
Answer 5: No. Users can use their current username and password.

Question 6: Will Secure Messaging be available during this transition?
Answer 6: Yes. All services will be available.

Question 7: Will users be able to upload and download information to their patient health record?
Answer 7: Yes. Users can upload information just as they do today.

Question 8: Will users be able to access TOL PP Secure Messaging via TOL PP?
Answer 8: Yes, users can currently access TOL PP Secure Messaging via the TOL PP; login at www.tricareonline.com and click “Secure Messaging” on the homepage.

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