Health Coverage Application Tips & Troubleshooting

Having trouble with your Health Insurance Marketplace® application? Here are some common issues and how to resolve them:

• Creating an Account: Guidance on setting up your Marketplace account.
• Logging In: Help with recovering your username, password, or security question answers.
• Uploading Documents: Instructions for successfully uploading required documents.
• Browser Settings: Tips on adjusting your browser settings, including clearing cache and cookies.

Still Need Help?

• Visit the Get Answers Page: Find help on popular topics.
• Contact the Marketplace Call Center: Get personalized assistance over the phone.
• In-Person Help: Locate a trained assistant near you for face-to-face support.

Additional Resources:

• Finding Your Marketplace Application: Learn how to access your application.
• Fraud Concerns: What to do if you suspect fraud related to the Marketplace.

Submitting Documents to the Marketplace

The Health Insurance Marketplace may request documents to verify certain information on your application, such as income, citizenship, immigration status, or eligibility for a Special Enrollment Period. You can submit these documents online or by mail, with online submission being the fastest and easiest method.

Important: Submit your documents as soon as possible to avoid losing your health insurance, financial assistance, or the opportunity to enroll.

How to Upload Documents Online

1.Prepare Your Document: Ensure the document is saved as an electronic file on your computer. It can be a scanned copy or a clear photo.

2.File Requirements:

1. • Accepted formats: .pdf, .jpeg, .jpg, .gif, .xml, .png, .tiff, .bmp
   • Maximum file size: 10MB
   • Avoid special characters in file names (e.g., / \ : * ? " |)

3. Upload Your Document: Follow the on-screen instructions to upload the file.

Why You Need to Submit Documents

Select the appropriate reason to follow step-by-step directions:

• Confirm Information on Your Application: Verifies your income, citizenship, or immigration status.
• Verify Your Identity: Required if identity proofing was unsuccessful.
• Confirm a Life Event: Needed to qualify for a Special Enrollment Period.

How to Mail Document Copies

If uploading fails or you prefer mailing:

• Do not send originals: Send only photocopies.

• Include the printed bar code page: Found on the last page of your eligibility notice. If unavailable, include your name and application ID.

  Mail to: Health Insurance Marketplace
  Attn: Coverage Processing
  465 Industrial Blvd
  London, KY 40750-0001

Troubleshooting and Additional Tips

• Having trouble uploading? Double-check the document format and size, then try again. If you accidentally upload the wrong document, simply upload the correct one.
• Status updates: You’ll be notified when your documents are processed. For identity verification, your profile status will change to "Identity verified," or you’ll receive a notice by mail.

Steps to Create Your Marketplace Account

Creating a Marketplace account online is straightforward. Follow these six steps:

1.Enter Basic Information: Start by providing essential details like your name, address, and email.

2.Choose a Username and Password: Pick a unique username and a strong password for your account.

3.Set Up Security Questions: For added protection, create and answer security questions. These will help verify your identity if needed. It’s a good idea to write down your answers and store them securely.

4.Create Your Account: Click the "Create Account" button to complete this step.

5.Enhance Account Security: Opt to receive a unique security code each time you log in. You can choose to receive these codes via text message, email, or phone call.

6.Verify Your Identity: Answer questions based on your credit report to confirm your identity. This step prevents others from creating an account in your name. If you answer enough questions correctly, you’ll proceed to the next steps. If your identity can’t be verified online, you’ll receive instructions on what to do next.

Need Assistance? If you run into issues while creating your account, contact the Marketplace Call Center for help.

How to Log In to Your Marketplace Account

To access your Marketplace account, you’ll need your username and password. For added security, consider setting up a unique security code that you’ll receive each time you log in. This extra step helps protect your account even if someone else gets hold of your password.

Forgot Your Username or Password?

Follow these steps to recover your login information.

Important Reminder:

Do Not Create a Second Account If you already have an account, do not attempt to create a new one. Instead, follow the steps below to recover your login details.

Forgot Your Password?

1. On the login page, select the “Forgot your password?” link.
2. Follow the on-screen instructions to reset your password.

If you can’t remember the email address you used, check any records you may have kept. If you can’t access the email account, contact the Marketplace Call Center for assistance.

If you’re sure your password is correct but it still isn’t working, it’s possible your password was reset by the system for security reasons. In this case, select the “Forgot your password?” link and follow the instructions.

Forgot Your Username?

• If you created your account after February 2014, your username is likely your email address.
• If it was created before then, your username may not be your email address.

Username Requirements:

• Must be between 5-74 characters.
• Can include letters, numbers, and the following symbols (not as the last character): _ . @ / -

Optimizing Your Browser for HealthCare.gov

For the best experience on HealthCare.gov, ensure you're using an updated version of one of the following browsers:

• Microsoft Edge
• Mozilla Firefox
• Google Chrome
• Apple Safari

If you encounter issues like pages not loading correctly, try the following steps:

1. Update Your Browser

Browsers update automatically, but it's worth checking if you have the latest version for optimal performance.

• Go to your browser's "Settings" or "About" section to check for updates.
• Update if necessary.

2. Enable Cookies

Cookies improve your browsing experience on HealthCare.gov. To enable cookies:

• Open your browser’s "Settings" or "Privacy" section.
• Adjust settings to "Accept cookies."

3. Clear Cache and Cookies

Sometimes, clearing your browser's cache and cookies can resolve issues:

• Access your browser's "Settings" or "History" section.
• Follow instructions to clear cache and cookies.

For further assistance, use your browser’s help feature or contact support.