password confusion: Despite earlier reports passwords have not been reset

UPDATE:  (CNN) -- Health and Human Services officials on Thursday said that consumer passwords for the Obamacare website have not been reset, but that call center representatives had been mistakenly given incorrect information that they would have to be reset. "A wrong script was provided to call center representatives," one official told CNN. "It's been corrected. The wrong script was read for only a short time -- just this morning." The second official said enrollees can continue to use their current password.

From CNN's Elizabeth Cohen


(CNN) -- If you're trying to access your Obamacare account on, you may be told your password needs to be reset.

"All passwords were deleted for existing accounts as part of the upgrade process," a call center representative told CNN's Elizabeth Cohen. The representative said users experiencing issues must call in to reset their password; it cannot be done online.

Representatives can be reached at 1-800-318-2596.

CNN is working to determine the scope of the password issue and has reached out to federal Health and Human Services officials.

The federal site for the Affordable Care Act has been plagued by technical glitches since it launched on October 1. Many of the consumers looking to sign up for health insurance the first day didn't get very far. They were often greeted by a message that said:

"We have a lot of visitors on the site right now. Please stay on this page. We're working to make the experience better, and we don't want you to lose your place in line. We'll send you to the login page as soon as we can. Thanks for your patience!"

Federal officials blamed the higher-than-expected traffic volume -- in the first day, some 4.7 million people visited and 133,000 contacted the call center.

™ & © 2013 Cable News Network, Inc., a Time Warner Company. All rights reserved.