Privacy & Security FAQs

Why do I have to verify my identity to access my Pharmacy information?
For the protection of our Pharmacy patients, we require identity verification prior to gaining access to any Pharmacy patient's information.

The information you provide will be used for authentication purposes only and will not be redistributed in any way. We use a process similar to that used by banks, credit card companies and other organizations to ensure that your personal information is protected. We do not have access to the questions asked during this process, or to the answers provided. The information will not be retained by us or any third party.

I received a message saying my identity cannot be verified online. How can I validate my identity? Or Is there another way that I can receive access without going through authentication?
You can supply us with the proper identity information to be matched against existing data in our Pharmacy system. This is necessary to help ensure that only you have access to your account. We can also validate your identify at your local Kroger Pharmacy location. You are required to bring a photo ID and your Kroger.com account email address.

What happens if I can't remember the answers to my security questions?
Contact our Customer Service team at 1-855-489-2502 for assistance.

I've forgotten my email address and/or password. How can I retrieve them?
If you have forgotten your email address, call our Customer Service team at 1-855-489-2502. If you have forgotten your password, use the following link from the Kroger.com login page to reset your password.

Why does my account timeout?
Your Pharmacy account will timeout after 10 minutes of inactivity. This is to safeguard your protected health information.

What is the difference between private and public devices?
Choosing “private” will allow you to skip security questions in the future, when possible, on the computer or mobile device (computer, laptop, mobile or tablet) you're currently using. Select “private” if you trust any potential person accessing that particular device. Selecting “public” will require an answer to a security question every time your online Pharmacy account is accessed from that device.