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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. Users may also be prompted to enter their email address.
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.
Consumers using Persona from a device without a camera may be prompted to use a QR code or enter their email address to continue on another device.
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.
Step 1: Create an account or sign in
Step 1: Create an account or sign in
Users can create an ID.me account or sign in to an existing ID.me account.
As of September 2026, here are the steps users can expect to follow when creating an ID.me account:
Step 2: Identity is verified
Step 2: Identity is verified
After completing identity verification on ID.me, 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.
Consumers who have verified their identity using HealthSherpa will not need to repeat verification on HealthSherpa annually.
Actions that require a consumer to verify their identity include:
Completing an agent authorization request
Completing an agent authorization request
Coming soon!
Application moves from low risk to high risk during enrollment
Application moves from low risk to high risk during enrollment
Coming soon!
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 troubleshooting steps below.
Troubleshooting steps
Troubleshooting steps
Users should follow the instructions included in the error message they receive. Depending on the issue, error messages may advise:
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.
Leaving the page open and contacting the support team.
Choose another verification partner.
If identity verification is not successful, select an alternative verification partner such as Persona or ID.me.
Reach out to the appropriate verification partner for support if needed.
If identity verification is still not successful, the remaining troubleshooting step varies depending on the user:
If a consumer is unable to successfully verify their identity during the enrollment journey, the consumer will need to contact the Marketplace in order to proceed.
If an agent is unable to successfully verify their identity, the agent will need to contact Agent Support.
Frequently asked questions
What do users experience when creating an account with ID.me?
As of September 2026, here are the steps users can expect to follow when creating an ID.me account:
Additional ID.me resources: the latest account creation experience, a step-by-step guide on verifying identity, and other troubleshooting tips.
Can users still use ID.me if they do not have a smartphone?
Yes. Users can indicate they do not have a smartphone when creating an ID.me account which will allow the user to upload documents instead.
Can users verify their identity using a shared device, or a device that is not their own?
Yes; however, Experian may not be able to verify the user's identity. Users will likely need to select an alternative identity verification pathway if they are not using their own personal device (phone, tablet, or computer).
If a user resets their password, will they have to verify their identity again?
A password reset alone does not require a user to repeat identity verification steps.
Do consumers have to repeat identity verification each year?
No. Consumers who have verified their identity using HealthSherpa will not need to repeat verification on HealthSherpa unless their contact information changes.
Does identity verification transfer to other EDE platforms?
No. Identity verification completed through HealthSherpa is valid only through HealthSherpa and does not transfer to other EDE platforms.
If a consumer is moved to a different EDE platform, the consumer will need to complete that platform's identity verification process as required.
What email address should consumers use during identity verification?
Consumers who are prompted to enter an email address during identity verification should enter an email address they currently use or have used in the past.
Consumers with more than one email address should use a personal email they’ll continue to have access to, rather than a work email. Consumers should also avoid using disposable email addresses or email addresses with aliasing symbols.
Can consumers create a new email address during identity verification?
Consumers without an existing email address can create a new email address at the time of identity verification, but may be prompted to complete additional verification steps.
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 Support@HealthSherpa.com, or by chat directly from your account.
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