Agent Support is here to help licensed agents use the HealthSherpa for Agents platform with confidence. Our Agent Support team assists with common day-to-day issues agents may face, including:
Using the platform
Trouble signing in
Resetting your password
Account settings
Enabling EDE
Integrating your FFM account
Application questions
Technical issues
System errors
Contacting Agent Support
Licensed agents can contact Agent Support by phone, email, or chat. Choose the option that works best for the situation.
Phone
Call Agent Support at (888) 684-1373 for urgent issues or when real-time help is needed.
Email Agent Support at agent_support@healthsherpa.com for non-urgent questions or issues that require screenshots or detailed explanations.
Chat
Chat is available directly from your HealthSherpa for Agents account. Chat works well for quick questions or step-by-step help.
Hours of operation
Agent Support is available during the following hours. Hours are listed in both Pacific Standard Time (PST) and Eastern Standard Time (EST).
Phone: Monday through Friday 6:00am - 4:00pm PST (9:00am - 7:00pm EST)
Email: Monday through Friday 6:00am - 2:30pm PST (9:00am - 5:30pm EST)
Chat: Monday through Friday 6:00am - 2:30pm PST (9:00am - 5:30pm EST)
Agent Support is closed on federal holidays.
Information you should have ready
When contacting Agent Support, it is important to have certain details on hand so that our team can appropriately assist you. Agent Support team members typically require:
Your name
Your NPN
The email address affiliated with your HealthSherpa account
A detailed explanation of why you’re seeking support
And any relevant FFM application IDs (if applicable)
If you are reporting a bug or an error, screenshots of the issue (including any relevant URLs) will be especially useful when troubleshooting.
How to start a chat with Agent Support
Follow these steps to chat with Agent Support:
Step 1:
Log in to your HealthSherpa for Agents account.
Step 2:
Select the chat icon located in the bottom right corner of your dashboard.
Step 3:
Complete the fields within the chat pop-up window to initiate a chat with one of our Agent Support team members.
Viewing Agent Support's information
Access the contact details for Agent Support from your HealthSherpa for Agents dashboard using the help icon as well as the gear icon.
Help icon
Select the help icon to view the phone number for Agent Support, initiate an email to Agent Support, and see whether our chat team is online.
Gear icon
Click the gear icon then choose Support from the menu. A Contact us page will load displaying Agent Support's phone number and email address, our standard hours of operation, as well as a link to our help center.
