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Identity verification helps HealthSherpa remain compliant and protect the security of consumer and agent information.
In this article we’ll cover:
Identity verification at a glance
Per Centers for Medicare & Medicaid Services (CMS) regulations, consumers and agents may need to verify their identity before accessing certain features within HealthSherpa.
Identity verification confirms the identity of the user before granting access to the account or application.
Consumers and agents may be able to choose from several CMS-approved verification partners depending on the action they’re completing in HealthSherpa.
Verification partners
Consumers and agents may be able to choose between several CMS-approved partners when verifying their identity.
Verification partners include:
Experian
Experian
Experian uses risk-based authentication to help verify a user’s identity. Risk-based authentication reviews information such as personal details, device signals, and transaction risk signals to determine whether the user’s identity can be confirmed.
Users can expect the following steps when verifying their identity using Experian.
Step 1: Enter personal information
Step 1: Enter personal information
When users choose Experian, they’ll enter their personal information.
Step 2: Identity is verified
Step 2: Identity is verified
The user's identity is verified and they are returned to HealthSherpa.
Persona
Persona
Persona verifies a user’s identity by checking a government-issued identification document (ID), such as a driver’s license or passport. Users may also be asked to take a selfie or provide other information during the verification process.
Users can expect the following steps when verifying their identity using Persona.
Step 1: Begin verifying
Step 1: Begin verifying
When users choose Persona, they’ll select Begin verifying to start the process.
Step 2: Upload a government-issued ID
Step 2: Upload a government-issued ID
Users will follow the on-screen instructions to upload a government-issued ID.
Step 3: Take a selfie
Step 3: Take a selfie
Next, users will take a selfie using their own device, such as a phone, tablet, or computer.
Step 4: Identity is verified
Step 4: Identity is verified
The user's identity is verified and they are returned to HealthSherpa.
ID.me
ID.me
ID.me uses multi-factor verification, including government-issued ID document upload and biometric checks such as selfies, to confirm a user’s identity. Once verified, users may be able to use the same ID.me account across multiple sites without verifying their identity again.
Users can expect the following steps when verifying their identity using ID.me.
Step 1: Create an account or sign in
Step 1: Create an account or sign in
When users choose ID.me, they’ll create an ID.me account or sign in to an existing account.
Create an ID.me account
Create an ID.me account
When creating an ID.me account, users enter an email and password. Next, users set up multi-factor authentication (MFA) for ID.me. Once MFA is successfully established, users receive a confirmation message.
Sign in to an existing account
Sign in to an existing account
When signing in to an existing ID.me account, users select a login method and connect their ID.me account with HealthSherpa.
Step 2: Select a verification method & agree to ID.me’s terms
Step 2: Select a verification method & agree to ID.me’s terms
Users select a verification method, then review and agree to ID.me’s terms.
Step 3: Identity is verified
Step 3: Identity is verified
After completing identity verification, users allow ID.me to share their verified information with HealthSherpa. Then, users are returned to HealthSherpa.
The available verification partners depend on the user and the action they’re completing in HealthSherpa.
Consumer identity verification
Consumers may be asked to verify their identity before accessing certain features or completing certain actions in HealthSherpa. The available verification partners depend on the action the consumer is completing.
Actions that require a consumer to verify their identity include:
Using an agent's Invalid Action error Resume Link
Using an agent's Invalid Action error Resume Link
When a consumer selects an agent’s Invalid Action error Resume Link, the consumer will be prompted to verify their identity and create an account before accessing the application.
Consumers can verify their identity using Experian, Persona, or ID.me.
After the consumer successfully verifies their identity, the consumer will proceed with the steps outlined here.
Uploading documents to resolve a DMI or SVI
Uploading documents to resolve a DMI or SVI
When a consumer uploads documents to resolve a Data Matching Issue (DMI) or Special Enrollment Period (SEP) Verification Issue (SVI), they’ll be prompted to create a HealthSherpa account or sign in to an existing account.
Consumers may be able to verify their identity using Experian, Persona, or ID.me.
After the consumer successfully verifies their identity, the consumer will proceed with the steps outlined here.
Completing an enrollment using a marketing link
Completing an enrollment using a marketing link
When a consumer completes an enrollment using an agent’s marketing link, they may be asked to verify their identity before continuing.
Consumers may be able to verify their identity using Experian or Persona.
After the consumer successfully verifies their identity, the consumer will proceed with the steps outlined here.
Accessing the consumer dashboard
Accessing the consumer dashboard
When a consumer goes to the consumer dashboard, they’ll be prompted to create a HealthSherpa account or sign in to an existing account.
Consumers may be able to verify their identity using Experian or Persona.
After the consumer successfully verifies their identity, the consumer will proceed with the steps outlined here.
Agent identity verification
Agents may be asked to verify their identity when creating a HealthSherpa for Agents account or when enabling Enhanced Direct Enrollment (EDE).
Agents may be able to verify their identity using Experian or Persona.
After the agent verifies their identity, they’ll continue to the HealthSherpa dashboard.
Troubleshooting identity verification issues
If identity verification is not successful, users should follow the instructions included in the error message they receive.
Troubleshooting options
Troubleshooting options
Depending on the issue, troubleshooting options may include:
Waiting at least 30 minutes before trying again.
Leaving the page open and contacting Experian at 833-203-6550. Users should note the reference number shown in the error message.
Choosing another verification partner.
Leaving the page open and contacting Agent Support.
Frequently asked questions
Can users still use ID.me if they do not have a smartphone?
Yes. Users can select I don’t have a smartphone when creating an ID.me account. This option allows the user to upload documents instead.
What do users experience when creating an account with ID.me?
Users can visit ID.me for the latest account creation experience, a step-by-step guide on verifying identity, and other troubleshooting tips.
As of October 2025, users can expect the experience shown below when creating an ID.me account.
Additional resources
For help using HealthSherpa or for other assistance, contact Agent Support. Agent Support is available by phone at (888) 684-1373, by email at Agent_Support@HealthSherpa.com, or by chat directly from your account.
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