Member Frequently Asked Questions

Please contact the MassHealth Customer Service Center at 1-800-841-2900 for any other questions. If this tool is right for you, check the status of your PT-1

What is the Customer Web Portal (CWP)?

MassHealth provides non-emergency medical transportation for both ambulatory and non-ambulatory MassHealth members living in the community who are going to MassHealth-covered services.

This transportation is provided through a PT-1 form. This form is the authorization to transport a member to a specific location. MassHealth members will need a separate form for each location or service that they need to go to. Treating providers submit a PT-1 form online through the Customer Web Portal (CWP) to obtain transportation services for the patient.

What is a PT-1 and how do I request one?

PT-1s are the forms used to request transportation provided for MassHealth members living in the community who are going to MassHealth covered services and appointments. To request a PT-1, contact your provider. MassHealth Providers can submit a PT-1 form to MassHealth for approval. MassHealth must approve each PT-1 request before transportation can be provided. Visit the CWP to check the status of a PT-1 submitted by your provider.

How do I check the status of my PT-1?

To check the status of your PT-1 submitted by your provider you must enter the following information: MassHealth Member ID (12-digit number) – Required. Can be found on your MassHealth card.

Why am I getting a log-in error?

If you are unable to login or are getting a login error, please call MassHealth Customer Service Center at 1-800-841-2900.

Who do I contact if I have a question about my ride?

If you have questions about your ride, reach out to your provider or the transportation broker providing the ride. You can obtain the phone number for the transportation broker when you check the status of your PT-1. For other transportation questions, please call MassHealth Customer Service at 1-800-841-2900.

What do I do if my PT-1 is going to expire?

If your PT-1 has an upcoming expiration, please reach out to your provider. Your provider will be able to renew or submit a new PT-1 for you. If a new PT-1 is submitted, please allow 1-2 business days for an approval from MassHealth.