Troubleshooting tips
Having trouble connecting with Flexpa? First off, thank you for your patience and for heading over to the guide to understand more. These are a few common issues we've seen and our recommended solutions.
#Common connection issues
#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 report it here 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 via the options provided on the screen.
#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 report it here 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.
#Banner University Health Plans
Banner currently only supports a few plans to connect their data with third parties. You can curretnly only connect your account if you have one of the following plans:
- Banner – University Family Care/AHCCCS Complete Care (B – UFC/ACC)
- Banner – University Care Advantage (HMO SNP) is a Medicare Advantage Special Needs Plan.
- Banner – University Family Care/ALTCS (BUFC/ALTCS)
- Banner Medicare Advantage HMO plan
- Banner Medicare Advantage PPO Plan
- Acuity
#Blue Cross Blue Shield
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.
#Blue Cross Blue Shield of Arizona
BCBS AZ requires an additional registration to their interoperability platform. If you have a online member portal account, that will not work in the sign up flow.
After selecting BCBS AZ in the Flexpa flow, you will be redirected to a sign in page that looks like the image below. On this page, click "Sign up with member or RP ID".
After clicking that link, a short form will appear. Once you register here, you will be able to login and connect your plan.
#Blue Cross Blue Shield of Arkansas
BCBS AR only supports Medicare Advantage members to connect their plan at this time.
To request your health plan, please submit a message like the one below in your BCBS AR member portal.
“Hi BCBS AR team, I am a member and would like to connect my information to the application Flexpa via the Patient
Access API. Can you enable access to connect my health data with them?”
#Capital Blue Cross
If you are unable to connect, please check that you have opted in to allow third party connections in your member portal on the Communication Preferences page.
#CareFirst
Only certain lines of business from CareFirst are currently supported to connect their health plan to third parties.
- CareFirst BlueCross BlueShield Community Health Plan District of Columbia (aka DC Medicaid)
- CareFirst BlueCross BlueShield Community Health Plan Maryland (aka MD Medicaid)
- CareFirst BlueCross Blue Shield Medicare Advantage Dual Prime (aka MD DSNP)
- CareFirst BlueCross Blue Shield Medicare Advantage
- Maryland Health Benefits Exchange
- CareFirst through your Employer Group Plan
#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.
#Commonwealth Care Alliance
CCA requires all members to separately register to connect their health plan to third parties. The registration button can be found on the login screen when going through the connection process on Flexpa.
#Devoted Health
Devoted Health currently has a different login process using this product than from their normal member portal login that you may be used to. In order to obtain a username and password if you don't have one already, you can do one of two things:
- Call the Devoted customer service team and ask them to help you create an app login with username and password. If they are unsure what this is, you can explain that it is used to enable you to share your data with a third party application. Their customer support number is 1-866-343-4291
- If you are comfortable doing so, you can email your Devoted Health member ID to patient-support@flexpa.com. Our teams work closely with the Devoted technical teams, who can create your username and password on your behalf and send you a password reset email.
Once you have a username and password, you can connect your account. We are working with Devoted to make this an easier, self-service, process and appreciate your patience until they are able to do so!
#Freedom Health
Freedom Health provides members with a step by step registration guide for new members.
#Health Alliance Plan (HAP)
HAP's feature to connect health plans with third party apps is currently only available to Medicare, Medicaid and MI Health Link members.
To request your health plan, please submit a message like the one below in your HAP member portal.
“Hi HAP team, I am a member and would like to connect my information to the application Flexpa via the Patient Access
API. Can you enable access to connect my health data with them?”
#Health Partners Plans
HPP offers a very detailed patient support guide if you're having trouble connecting.
#Highmark
Highmark Wholecare members are currently not supported in connecting their data. Highmark team is working on allowing this functionality for Wholecare plan members soon.
#Medicare.gov
If you don't have an online account for your Medicare plan portal yet, you can create one here.
Step 1 - Click Create Account
Step 2 - Enter your Medicare number and birthdate.
Step 3 - Enter your personal information
Step 4 - Create a username and password. Store this information securely.
Step 5 - Success! Head back to Flexpa to connect your newly created account
#Molina
In order to connect with your Molina plan you will need to consent to share your information with Molina and then wait 24 hours once you have consented. To start the process, you will first need to log in to your Molina member portal. From there, navigate to your account settings and click Manage Data Sharing Applications. Confirm that you would like to share your data and click save. You will see a screen that looks like this.
Click "OKAY". You will then need to wait 24 hours to access your Molina plan through Flexpa.
#Oscar Health
Oscar uses an identity vendor 1Up that requires additional verification. During this verification, you will be asked for your First name. Oscar requires this field to be formatted as Firstname MiddleInitial. For example, if your name is Jane Apple Smith, you would write "Jane A" in the Firstname field highlighted below.
#PacificSource
PacificSource requires you to create a new login for the ability to connect your data to other applications. This is not the same username and password as your normal Pacificsource online login. When you click PacificSource in the Flexpa interface, you will be presented with the below screen. Even if you have existing online login, you will need to click "Sign up now" as highlighted below.
Once you click "Sign up now" you will see the following steps to create an account:
Now you can use this newly created login to connect your account to Flexpa
#Premera
Premera currenty only allows two health plans to connect their data.
- AK individual
- Medicare Advantage
To request your health plan, please submit a message like the one below in your Premera member portal.
“Hi Premera team, I am a member and would like to connect my information to the application Flexpa via the Patient
Access API. Can you enable access to connect my health data with them?”
#Priority Health
Priority Health uses an identity vendor 1Up that requires additional verification. During this verification, you will be asked for your Plan Member ID. Priority Health requires this field to be formatted as XXXXXXXX-XX.
#Identity verification vendors
If the login screen does not look like your normal member portal's login screen, your health plan is likely using an identity service to perform additional verification for your security. Your normal member portal login may not work in these situations and you will need to compelete additional verification. Find the screenshot below that look most like the login screen you have opened, and select the option highlighed in the yellow boxes to begin verification.
#1Up health
Click here to see the health plans that use 1Up Health as their identity verification partner.
- Arkansas Medicaid
- BMC HealthNet Plan Well Sense Health Plan
- Delaware Medicaid
- Georgia Department of Community Health
- Georgia Medicaid
- Heart First Colorado, State of Colorado
- Kansas Medical Assistance Program (KMAP)
- Kentucky Medicaid
- Louisiana Medicaid
- MaineCare
- MassHealth
- Nevada Medicaid
- New York Medicaid
- Oklahoma Health Care Authority, State of Oklahoma
- Rhode Island Medicaid
- State of Iowa
- The Health Plan of West Virginia
- UCare
- Vaya Health
- Vermont Medicaid
- Viva Health
- VNSNY
- VNSNY CHOICE
- West Virginia Medicaid
- Western Health Advantage
- Wisconsin Department of Health Services
- Yamhill Community Care Organization
- Zing Health
If you have one of these health plans, you will see a page like this as your login screen. Example in screenshot: Oscar Health. If you have never authorized through 1Up before, click "First time? Click here" as highlighted below.
You will then be taken to a page to verify information about your plan. Certain health plans have specific input requirements for the fields (such as Oscar and Priority Health).
#Edifecs
Click here to see the health plans that use Edifecs as their identity verification partner.
- Blue Cross Blue Shield of Tennessee
- CalOptima
- CareOregon
- Central California Alliance for Health
- Central Health Plan of California
- Chinese Community Health Plan (CCHP)
- Colorado Access
- Community Care of Oklahoma
- Denver Health Medical Plan
- Health New England
- Health Plan of San Joaquin
- Hennepin Health
- ITASCA Medical Care
- Jai Medical Systems
- L.A. Care Health Plan
- Mass Advantage
- Medical Mutual of Ohio
- MetroPlus Health Plan
- Moda Health
- North Dakota Medicaid
- Partnership HealthPlan of California
- Providence Health Plan
- San Francisco Health Plan
- SS&C Test
- State of Pennsylvania
- SummaCare
- Triple-S
- Umpqua Health Alliance
If you have one of these health plans, you will likely see a page like this as your login screen. Example in screenshot: Central California Alliance for Health
#ID.me
Click here to see the health plans that use ID.me as their identity verification partner.
- Community Health Group (CHG)
- State of Connecticut Medicaid
- State of Idaho Health & Welfare
- State of Maryland / Maryland Health Connections
If you have one of these health plans, you will likely see a page like this as your login screen. Example in screenshot: Maryland Health Connections.
ID.me is an identity vendor used by many state and federal agencies for secure identity verification so the verification process is much longer and more thorough for this reason.
If you get an error on the last step asking for a "Display name" as shown below, it often means that some information on a previous step is incorrect. Please make sure that your First name, Last name, Telephone, Birthday, and Address are the same between your ID.me profile, and your health plan profile.
#SmileCDR
Click here to see the health plans that use Smile CDR as their identity verification partner.
- Community Health Plan of Washington (CHPW)
- Health Partners Plans
- Inland Empire Health Plan
If you have one of these health plans, you will likely see a page like this as your login screen. Example in screenshot: Community Health Network of Washington
#Something else
If none of the above situations represents yours, please report it here so we can investigate.