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Blocking shared accounts & shared FFM credentials
Blocking shared accounts & shared FFM credentials

CMS required all enrollment platforms to block multiple people from sharing accounts or from sharing FFM credentials.

Jeff Kriege avatar
Written by Jeff Kriege
Updated over a week ago

CMS requires that all ACA platforms prevent multiple people from logging into the same account, or using multiple accounts with the same FFM credentials.

Anyone submitting or servicing applications needs their own HealthSherpa account, FFM credentials, NPN, and licensure (Section 4c of your Agent Broker General Agreement with CMS).

The reason for this is to ensure that anyone who is accessing an application is a licensed agent. It will also provide HealthSherpa & CMS the ability to trace which person made any given change to an application, which helps with compliance and auditing for any consumer-protection inquiries that may arise.

This means everyone needs their own account, and their own FFM credentials.

Note: You won't be able to log in to your account at the same exact time from different browsers or devices. But you will be able to log in at the same time from multiple tabs within the same browser, on a single device.

What you will see

If you log into an account that someone else is logged into, or into accounts that have the same FFM credentials, you'll see this blocking page:

If you press the "Log out the other session" button, whoever is logged in will get logged out and see this message:

If you're seeing this and suspect foul play

If you think someone is using your login or FFM ID or other credentials without your consent, then:

  • Log in to your account

  • If you see the blocking page, click the "Log out other sessions" button

  • Go to Settings to change your password and enable two factor authentication.

  • If you continue to see the blocking page, contact HealthSherpa Agent Support.

You may also reach out to the CMS Agent Broker Help Desk by calling 1 (855) 267-1515 or email to report fraud.

If you’ve been sharing accounts or FFM credentials

Each person will need to create their own account with their own unique FFM credentials. You must be a licensed agent to create a HealthSherpa for Agents account or access consumer information.

If the individuals are licensed agents, they may create their own HealthSherpa for Agents account. If the individuals are non-licensed, they can learn more about getting started in the ACA space here.

For agencies using a Principal NPN model

We have a feature called NPN Overrides that can be used to support a Principal NPN agency. After creating separate accounts and setting up an agency account, you can use this feature to allow your downline to choose from various NPNs on each application.

For agencies who have multiple agents servicing the same clients

For agencies where more than one agents share a set of clients, such as call centers, follow this process:

  • First, make sure your account has been converted to an agency account.

  • Have each of your agents create separate accounts, and have them enter your 4-digit agency join code to link to your agency.

  • With updated customer consent, use the Search Marketplace feature to pull any client into your account who needs servicing.

  • Leverage our Shared Book & Full Book agency features

Additional Resources:

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