Steps to connect with Flexpa
Connecting your health records can feel unfamiliar, and that's okay. This guide explains what's actually happening at each step so you know what to expect — and what to do if something looks unexpected.
#Getting started
Every connection starts with the same screen.
#1. Welcome and consent
The first screen introduces the application you're connecting to, tells you roughly how long the process takes, and explains how your data is handled: Flexpa will never sell your personal information, you can revoke access at any time, and Flexpa keeps a cached copy of your data to improve reliability.
Check the box to agree to the Terms of Service and Privacy Policy, then click "Agree and continue." The button stays greyed out until the box is checked.
You can read more about our privacy policy and terms of service at the links provided.
This screen also carries an expandable notice for Medicare and Employer Plan users.
For Medicare users: Flexpa uses the Blue Button 2.0 APIs but is not endorsed or certified by the Centers for Medicare & Medicaid Services or the U.S. Department of Health and Human Services.
For Employer Plan users: If you are the subscriber or a delegate of the subscriber on your plan, all plan members' information will be shared.
#Which screen do you see next?
After you agree and continue, the flow depends on how the application is set up:
#Connecting through identity verification
This flow works differently from searching for a specific plan or provider. Rather than connecting one at a time, you verify your identity once and the system searches for your records across a nationwide network of over 100,000 hospitals, clinics, and health systems — automatically.
#What's actually happening
When you complete identity verification, Flexpa uses your confirmed identity — your legal name, date of birth, and other verified details — to search across a network of participating healthcare facilities. Each facility checks whether they have records that match your identity.
You might see records from facilities you weren't expecting. That's not an error — it means those facilities found records that match your identity. This could be a hospital you visited years ago, a specialist you saw once, or a lab that processed your tests.
You might see a list with some facilities that say "sign in required." Some healthcare systems need you to take one more step: logging in to their patient portal (like Epic MyChart) to explicitly grant permission. You can complete those one by one, or skip them and proceed with just the ones that connected automatically.
The search can take a minute or two. The system is checking across thousands of facilities in real time. A loading screen during this step is normal.
#Choosing a verification provider
Select CLEAR, ID.me, or Persona — whichever you prefer or already have an account with. You'll need a government-issued photo ID, a device with a camera, and an email address and phone number.
You don't need an existing account with any of them. Some providers create one as part of verifying; others don't need one at all.
CLEAR is used at airports and stadiums — about 90 seconds for returning users, 3–5 minutes for first-time setup. ID.me is used by the IRS and Social Security Administration — returning users take less than a minute, first-time setup is 5–15 minutes. Persona happens directly in the flow with no separate account — usually 1–2 minutes.
A new window will open for verification. Do not close the original Flexpa window — you'll be automatically returned to it once complete.
Each provider will ask you to photograph your ID and take a selfie to confirm it belongs to you. This meets IAL2 standards — the same security level used by government agencies. If you've already verified with CLEAR or ID.me for another service, the process will be much faster.
A government-issued photo ID (such as a driver's license or passport) is required — a Social Security Number alone is not sufficient. CLEAR, ID.me, and Persona all require physical document evidence plus a biometric selfie comparison to meet IAL2 standards.
#After verification completes
Once you've verified your identity, you'll be redirected back to Flexpa. The system will search for your records across participating facilities — this typically takes 1–3 minutes.
After the search completes, you'll see a list of facilities where records were found. Some may be connected automatically; others may show "sign in required," meaning you'll need to log in to that facility's patient portal to explicitly grant access. You can complete those one by one or skip them and proceed with the ones that connected automatically.
For facilities that require sign-in, click Sign in next to that facility's name. A new window will open to that facility's patient portal — like Epic MyChart.
Use your patient portal credentials for that specific facility — not your CLEAR or ID.me login. These are separate accounts.
The sign-in process typically has three steps:
- Log in — enter your username and password for that facility's patient portal
- Consent to share — review and approve Flexpa's access to your records
- Select data — you may see a screen listing health data categories to include
After completing sign-ins, you'll land on the "Connect more of your records" screen, which lists everything found so far. Before you finish, you can search for a health plan or provider that the network search didn't turn up — see Connecting to a health plan or provider for how that works. When you're done adding, click I'm done, share these records and wait for the transfer to complete.
Facilities that still need their own sign-in are listed separately under "Optional — connect more," and records from any you skip won't be included.
#Possible errors
If something goes wrong, it will fall into one of three categories:
#Identity verification failed
This error appears after you return from the CLEAR, ID.me, or Persona screen. It means the verification provider was unable to confirm your identity. This can happen when your address, phone number, or legal name has changed recently and hasn't updated across all verification systems yet.
What to do:
- Try again using a different device or better lighting
- Use a different verification provider (CLEAR, ID.me, or Persona) if available
- Download the step-by-step guides for help with each provider:
- Email patient-support@flexpa.com if the issue persists
#Record matching failed
This error appears after identity verification completes, when Flexpa was unable to find matching records across the network. This can happen if your name or address on file at healthcare facilities doesn't match your verified identity, or if your records are held at facilities that aren't yet participating.
What to do:
- Click Try another way to attempt verification again
- Click Continue anyway to proceed without facility records
- Click Search for a provider to switch to the search flow and connect a specific plan manually
- Email patient-support@flexpa.com for help
#Connecting to a health plan or provider
#Before you start
You'll need to know the name of your health plan or provider, and have an existing online account with them. Your health plan is your insurance company (like Aetna, Humana, or your state Medicaid plan). Your provider is a hospital, clinic, or doctor's office where you've received care.
The easiest way to confirm your health plan name is to check your insurance card.
If you don't have an online account with your health plan or provider yet, create one on their website before continuing. Some plans take 24–48 hours to activate a new account.
#What happens, step by step
Flexpa asks for your legal first name, last name, and date of birth. Because you may be connecting records from multiple sources — a health plan, a provider, or both — this step creates a single reference point that all of your records get linked back to. It also lets you confirm the details yourself, since your name or date of birth may appear slightly differently across different systems.
#3. Search for your health plan or provider
Type in the name of your health plan or provider as it appears on your insurance card or patient portal. You don't have to type at all if yours is already listed — the screen opens with Popular providers and Popular health insurance, so you can pick from either list and skip the search.
You can also browse by category — use the Health insurances or Health providers filter to narrow the list.
#4. Selecting your plan and continuing
Once you've found your plan, select it and click "Continue."
You may see that your plan is greyed out and labelled "Coming soon" — that means it is not yet available. You can click on a coming-soon plan to submit a request, which lets Flexpa know to prioritize adding it. Or you may see that a connection is experiencing intermittent issues, which means that while you are still able to attempt to connect your records, we cannot guarantee an error-free experience.
Requesting a coming-soon plan
If you click on a plan labelled "Coming soon," you'll be taken to a short confirmation screen. Click Request this connection and you'll see a "Request submitted" screen — Flexpa logs your request and uses it to decide which plans to add next. Click Back to search to return and look for another plan in the meantime.
For some plans, you'll first be asked what type of plan you have — for example, whether your Humana coverage is through an employer, Medicare Advantage, a marketplace plan, or another type. Select whichever applies to you and click "Continue."
You can connect to as many plans and providers as you like in one session. After each one connects, Flexpa brings you back to a screen that invites you to add another — see Connect more, then share.
#5. Logging in to your health plan or provider
For most plans and providers, a new tab will open automatically. This is your health plan or provider's own login page — it's not Flexpa. You're logging in directly so that your health plan can verify it's really you granting access.
The login page may look different from what you expect, or might even be branded with a service you don't recognize. This is normal — many health plans use third-party services to handle their login process. See your health plan's login partners in the troubleshooting guide for more.
Enter your username and password. After logging in, your health plan will show a screen asking you to confirm that you want to share your information with Flexpa. Review what's listed and click "Allow" or "Authorize."
Back in the Flexpa tab, you'll see a "Finish signing in to [your plan]" screen while this is happening. It shows the handoff between the application you're connecting to and your health plan or provider, so you can tell at a glance which two are involved. If you want to go back and choose a different plan or provider, click "Skip [your plan]."
If the new tab didn't open automatically, the screen reads "Sign in to [your plan]" instead and adds a "Sign in" button you can click to open it yourself.
Some health plans sign in directly within the Flexpa flow instead of opening a new tab. Enter the username and password for your health plan's patient portal. Your plan may then ask you to verify your identity with a code sent to your device. Choose where to receive the code if asked, then enter it. If a password or code isn't accepted, you can correct it and try again without starting over.
For login walkthroughs specific to your health plan, see the troubleshooting guide.
#6. Connect more, then share
Once a source is connected, Flexpa shows a "Connect more of your records" screen. Most people have records in more than one place, so this screen is built around adding another source rather than finishing: there's a search field at the top and a "Connect an additional source" button at the bottom, either of which takes you back to search. Under "Connected so far" you'll see each plan or provider you've already connected and how many records were found.
There's no limit on how many sources you can add, and nothing is shared until you finish. When you're done adding, click "I'm done, share these records."
Connected successfully: The source shows "X records found."
Something went wrong: The source shows an error such as "Couldn't connect," with a "Try again" button next to it. This can happen for a few reasons — a login issue, a temporary problem on your health plan's side, or a plan type that isn't supported yet. Tap the row to see a fuller explanation. You don't have to resolve it: as long as one source connected, you can still share and continue.
After sharing, you'll see an "All set!" screen and be redirected back to the application.
#Exiting early
Clicking the X icon shows an "Exit connection setup?" confirmation. Click "Leave setup" to exit without sharing data, or "Continue setup" to go back.
Having trouble? Check the troubleshooting guide or email patient-support@flexpa.com.
#Revoking access
You can revoke access to any application connected through Flexpa at any time. Go to privacy.flexpa.com and verify your identity. Flexpa will process your request and reach out if there are any questions. You can also email privacy@flexpa.com.
#Authorization error
If you see an "Authorization Error" screen after completing the connection flow, this is typically caused by a configuration issue on the application's end — not something you did wrong. You may see messages like "Missing code verifier" or "invalid_grant."
What to do:
- Click Try Again — this resolves the issue in most cases
- If it keeps happening, contact the application you were trying to connect through, as they may need to update their Flexpa integration