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ABE Manage My Case FAQs
Important Changes to ABE Manage My Case
ABE Manage My Case (MMC) is where customers can manage the household's medical, food, and/or cash benefits. To improve account security, the State is making changes to ABE MMC.
- What is changing?
- What if I already have more than one account?
- What can I do to make sure the correct account is kept open?
- What if the wrong account is kept open and my chosen account is disabled?
- What if I have an Approved Representative that helps me manage my benefits, can they have an MMC account?
- Will the customer know when an account has been created?
- What if the customer no longer has contact with an Approved Representative?
- Can a customer have more than one Approved Representative use Manage My Case?
- What if a customer no longer has access to the email they originally created?
- What if the Head of Household changes?
- Why are we making this change?
- What is changing?
- What is the new service?
- How will this impact the customer?
- When must the customer go through Identity proofing?
- Why are we making this change?
Beginning October 30, 2026, only one ABE MMC account will be allowed per household. The Head of Household (HoH) who receives case notices will be the only person who can create the account.
If more than one ABE MMC account is currently linked to a customer case, the State will keep the account with the most recent login activity. All other accounts will be unlinked and disabled.
We recommend the customer log in to their account after receiving this notice to ensure the correct account is kept open.
If the incorrect account is kept open after October 30th, the customer will need to call the Customer Call Center at 1-800-843-6154, select 1 for English or 2 for Spanish, next chose Option 1, and then Option 8.to request that account be closed so they can create a new account. Go to IDHS: ABE Customer Support Center for additional information.
If customers have assigned an Approved Representative or Guardian to their case to help manage benefits and have uploaded the Approved Representative Form to their case records, that individual will be able to create their own ABE MMC account and link it to the customer’s case.
As part of this new process the State will notify the customer any time a Manage My Case account is created. This includes notification of customer accounts and any Approved Representative or Guardian accounts created.
Customers can ask to have an Approved Representative removed from their case at any time by:
1. Using MMC the customer can click on the Report My Changes button, then choose Change in Contact Information and click the box to add or cancel an Approved Representative
2. Complete a new Approved Representative Consent Form IL 444-2998 (pdf) or IL 444-2998S - Approved Representative Consent Form (Spanish) (pdf) asking for cancellation and submit by mail or fax to:
a) State of Illinois, P.O. Box 19138, Springfield, IL 62794-9138
b) Fax to 1-844-736-3563
Return the form in person to the local Family Community Resource Center that manages the client’s case
Yes, the customer can have multiple Approved Representatives with an MMC account if the State has an Approved Representative form on file for all individuals.
If a customer needs to update their email address or another security method, or is locked out of their account, the customer can visit the ILogin Help Desk to request an account update.
The new HoH can request the previous account be deleted so that a new HoH account can be created. The new HoH must contact the ABE Call Center and choose the MMC Queue to request this change at 1-800-843-6154, choose language preferred then choose option 1 and then option 8 for MMC.
This change will improve the security of Manage My Case accounts.
This will also allow the state to differentiate between a customer account and the Approved Representative or Guardian Account.
The current Experian Identity Proofing process, which uses questions based on customer information like address and ownership history, will be replaced with a new Experian identity proofing service.
The new Experian service will use customer information including name, birthdate, SSN (if available) email, phone number and IP address.
Experian will look at the information entered and approve, reject, or tell the State that the user needs to be routed into a manual, paper application, identity proofing process.
High-level options for electronic ID Proofing will remain unchanged.
Illinois Secretary of State (SOS) will remain the first option customers can choose.
Experian will remain an additional option for customers unable to verify their identity using SOS, however the new process may impact some customers as a phone number will be a mandatory field for the new Experian process.
Manual Identity Proofing via the current process will also remain an option for the customer.
Identity proofing is not required when applying for benefits but is required when the customer sets up an ABE MMC account.
This change is required by the federal Centers for Medicare and Medicaid Services (CMS) to increase the accuracy of Identity Proofing and decrease the likelihood of fraudulent account creation.