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Identity Proofing Failed, What Do I Do?

Steps to resolve a failed identity proofing during your HealthSherpa application, including how to upload ID documents, what to expect during verification, and how to complete the process if redirected to HealthCare.gov.

Sam avatar
Written by Sam
Updated this week

When you apply through HealthSherpa, we try to verify your identity automatically with the Marketplace. Sometimes this cannot be completed right away, which is called a failed identity proofing. If this happens, your application pauses until your identity is verified.

What to do

  1. Log in to your HealthSherpa account.

  2. Look for a message asking you to verify your identity.

  3. Follow the prompts to complete verification in HealthSherpa. You may be asked to answer security questions or upload a photo ID and supporting documents.

  4. Submit your documents. HealthSherpa securely forwards your information to the Marketplace for review.

Most identity documents are reviewed within a few days, but it can take up to 30 days.

Once your identity is verified, your HealthSherpa application updates automatically and moves forward for processing. You will see confirmation in your HealthSherpa account and by email.

Why this matters

Your enrollment cannot be sent to your insurance carrier until your identity is confirmed.

Note for Marketplace users

If your identity proofing attempt through HealthSherpa does not go through, you’ll need to complete your ID verification directly through HealthCare.gov. Once verified, return to HealthSherpa to finish your application and plan selection.

If you find that you are using the Marketplace path instead of HealthSherpa, your account and document uploads also happen on HealthCare.gov. Create or log in to your HealthCare.gov account, upload the requested ID documents, and submit for review. For help, call 1-800-318-2596.
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Having trouble with the ID.me step on Healthcare.gov?

If you’re redirected to "ID.me" while signing in to Healthcare.gov, that’s normal -Healthcare.gov uses ID.me to verify your identity securely. If you’re having trouble completing the verification (for example, uploading documents or finishing the video call), you can follow ID.me’s official troubleshooting guide here:
​Verify your identity with ID.me (Self-Service)
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Once ID.me and Healthcare.gov confirm your identity, your application will update automatically. You can then sign back in and continue enrollment where you left off.

Quick tips for faster approval

  • Government issued photo ID works best, for example a driver’s license or passport, with a name that matches your application.

  • Use bright light, keep all four corners of the document visible, avoid glare, and crop out background.

  • If your name or address recently changed, include supporting proof.

  • Do not upload repeatedly unless asked. Duplicates can slow review.

  • Watch your messages. Check your account and email for requests for more information.

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