To ensure ComTrack can successfully Retrieve your commission statements, your carrier portals must be configured to route Multi-Factor Authentication (MFA/2FA) codes directly to your ComTrack-monitored channels.
Updating your email inside the Wellcare portal does not update your Wellcare 2FA email address on file.
How to update Wellcare 2FA for Retrieve:
Skip the Profile Page: Changing email in your account settings will only update your contact record, not your 2FA email address on file.
Contact Support via Live Chat: Log into your Wellcare portal and open a chat with System Support.
Request an 2FA Update: Explicitly tell the support agent you need to update the email used for Multi-Factor Authentication (MFA).
Use the Provided Link: The support agent will typically send you a specific, secure link during the chat. Use this link to enter your ComTrack Email (looks like firstlast2@commissionconnector.com) or a Gmail. If you use Gmail, make sure to connect your Gmail inbox to ComTrack afterwards in the "2FA Email" ribbon tab.