# Why Can't I Find My Medical Records? Common Fixes

Flexpa may not find records because account details do not match, a plan or facility is not supported, or another sign-in is required. First check that you selected the right source and that your login works on its own website. Then follow the connection or identity verification instructions in Flexpa.

How it works: Check source -> Check login -> Follow connection instructions. Use Flexpa's patient troubleshooting guide for the connection you selected.

## Common causes and fixes

| Problem | What to try |
|---|---|
| No online account with your plan | Create one on your plan's website. Some take 24 to 48 hours to activate. |
| Login page looks unfamiliar | Some plans use a separate login service. Check the plan-specific instructions in Flexpa's patient guide before entering credentials. |
| Plan shows Coming soon | Request it in the search screen. |
| Identity verification failed | Try another device, better lighting, or another provider. |
| Records not found after verifying | Your details may not match the facility's; search for the provider by name instead. |
| Facility says sign in required | Sign in to that facility's patient portal with its own username and password. |

## Questions

**Why can't Flexpa find my records?** Flexpa may not find records if your verified identity does not match a facility's records or the facility is not participating. Try searching for the provider by name. For help, email patient-support@flexpa.com.

**Why does my plan's login page look different?** Some health plans use a separate login or registration service for data sharing. Check the plan-specific instructions in Flexpa's patient guide rather than assuming an unfamiliar page is legitimate.

## More

- [Troubleshooting tips (docs)](https://www.flexpa.com/docs/guides/patient/troubleshooting-tips)
- [Steps to connect (docs)](https://www.flexpa.com/docs/guides/patient/steps-to-connect)

Last updated 2026-11-11.