Troubleshooting tips
Having trouble connecting with Flexpa? First off, thank you for your patience and heading over to the guide to understand more. These are a few common issues we've seen and our recommended solutions.
If none of the above situations represents yours, please let us know so we can investigate the issue and assist you in connecting your plan.
#My username and password aren’t working
If you’ve attempted resetting your password, verified it works in your normal member portal, and the login still doesn’t work, there may be a few reasons:
- You've selected the wrong health plan. Healthcare company names and terminology can be very confusing. The first step is to check the name on your insurance card and searching for that.
- Your health plan may use an additional identity service. Some health plans do this for your security to verify your information before connecting with Flexpa. Please find the option for first time users to sign up or register. There are a few health plans known to use identity services, which you can find below.
- Your health plan type is not yet supported. If you purchased your insurance through your employer, and they pay for part or all of your monthly premium, you have an employer-sponsored plan. Unfortuantely we only support connecting to employer-sponsored plans from Anthem and Kaiser at this time.
#The page cannot verify or find information about my account
This error comes in a lot of forms and is written in many different ways - below are a few examples. This error could mean you don't yet have an online account, or you've mistyped pieces of information in the form. If triple checking these fields still doesn't work, please let us know so we can investigate.
#Flexpa error screen
If you get an error screen that looks like this, perhaps with different error messages, please report it along with a screenshot to
#The page says I’m ineligible
Unfortunately if you are seeing this error, your health plan does not support sharing information with Flexpa yet. Please request it here and we'll prioritize adding support for your plan!
#The login page didn’t open
After clicking Continue in Flexpa, a new tab should have opened for you to login. If a new tab did not open, please make sure you’ve enabled pop-ups for the current site in your browser settings. Then, click the back button on the "Trouble connecting" screen, reselect your plan, and try again.
#Unknown error or technical jargon
Sometimes the error is unknown or indecipherable like the examples below. In these situations, please let us know so we can investigate.
#State Medicaid Plans vs. Managed Care Organization
If you are on a Medicaid plan, you likely purchased your health plan through your state's Medicaid website. When searching for your plan, type in your State, followed by "Medicaid". For example Nevada Medicaid or Vermont Medicaid.
A few state Medicaid agencies have partner organizations called Managed Care Organizations (MCO) who provide the actual health plan benefits. You may remember selecting an MCO of your choice while signing up for healthcare. You can always check your health insurance card for the name on the card to know who provides your health insurance. That will be your health plan.
#Health plan specific assistance
Some health plan have unique log in experiences that require additional explanation. Please see below for instructions on a few select health plans.
#Centene subsidiaries
Centene is the parent organization for several health plans including Ambetter, Peach State, Sunshine, Fidelis, etc. (See full list of Centene subsidiaries here.) All the login screens will look like the screenshot below. If you don't have an online account with your Centene health plan already, you must select the "Create New Account" option highlighted below.
During account creation, you will be asked to select the subsidiary health plan that you have. If you do not see your health plan in the list, please proceed to your health plan's individual website (i.e. https://www.ambetterhealth.com/), create an account, then try connecting your account with that login information.
#Blue Cross Blue Shield subsidiaries
Blue Cross Blue Shield has subsidiaries identified by state throughout the United States. Sometimes the name of the state for your BCBS plan may not match the state that you live in. For example, BCBS New Jersey covers members living in New Jersey, New York, and Pennsylvania.
The best way to know the exact name of your BCBS health plan is to check your insurance card.
#Health plans using an identity service
If your login screen looks like any of the ones below, your health plan uses an identity provider to perform additional verification for your security. Your normal online account login will not work in these situations. Please proceed to the additional verification via the highlighted buttons in the screenshot below.
Vendor: 1Up Health. Example in screenshot: Oscar Health
Vendor: Smile CDR. Example in screenshot: Community Health Network of Washington
Vendor: ID.me. Example in screenshot: Maryland Health Connections
Vendor: Edifecs. Example in screenshot: Central California Alliance for Health
#Something else
If none of the above situations represents yours, please let us know so we can investigate.