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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 or Georgia Access.

Sam avatar
Written by Sam
Updated over a week ago

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.

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

Why this matters

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

What if ID proofing through HealthSherpa still doesn't work?

If your identity proofing attempt through HealthSherpa does not go through, you’ll need to complete your ID verification directly through HealthCare.gov for Federal Marketplace states or through Georgia Access if you are in Georgia. You can create or log in to your HealthCare.gov or Georgia Access account, upload the requested ID documents, and submit for review.

If you are having trouble doing this step, you can call the Federal Marketplace at 1-800-318-2596 or Georgia Access at 1-888-687-1503 for further help.

Once your ID is verified, you can return to HealthSherpa to finish your application and plan selection.

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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