NCTracks User Setup & Maintenance FAQs

IMPORTANT: This FAQ only applies to the Office Administrator for Individual and Organization Accounts.

If you are the Office Administrator and have forgotten your NCID password and are unable to reset it, you will need to request a new NCID. To register for a new NCID, please visit the NCID website at https://ncid.nc.gov. At the bottom of the page, click the Register button. You will need to select a different NCID. However, you may use the same email address.

Once you have registered your new NCID, you can request that the NPIs be updated with the new OA NCID in NCTracks. To make this request, you will need to follow the instructions on the OA Change Process webpage.

If your Office Administrator (OA) is no longer available and you do not have access to your NCTracks individual provider record, the new OA will need to request a change to the OA by completing the NPI Authorization Code Request Process. IMPORTANT: The new OA must be the provider, a managing employee, or an owner.

Providers are allowed to request an update to an Office Administrator (OA) even if the NCTracks record is in a terminated status. The process for updating the OA on a terminated record is exactly the same as an active record. Providers will need to complete the NPI Authorization Code Request Process to submit an OA change.

According to the NCID FAQ webpage, two NCID accounts can point to the same email address: "When entering an email address, NCID displays a message if an existing account(s) is using the same email address, but you will be able to continue to create the account."

Upon submission and subsequently upon approval, an email notification will be sent to the new OA, existing OA, the provider and all officers associated with the NPI referenced on the request.

You will need a NPI authorization code.

To prevent unauthorized users from accessing the NCTracks Provider Record without provisioning, NCTracks implemented a process for requesting an NPI authorization code.

In order to request the authorization code associated with an NPI, providers should call the NCTracks Call Center (800-688-6696) prepared to offer the information required to verify the caller’s identity and relationship to an NCTracks provider. More information may be found here.

The OA must be a provider, a managing employee, or an owner.