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HealthSherpa may display specific error messages when HealthSherpa, the Marketplace, Centers for Medicare & Medicaid Services (CMS), or a carrier cannot complete the action being taken.
The sections below explain common HealthSherpa error messages and steps to help resolve them.
Oops page with a picture of a dog
Oops page with a picture of a dog
An Oops page may appear when there is a technical issue at HealthSherpa or the Marketplace.
To help HealthSherpa identify the issue, contact Agent Support with:
The email address associated with the HealthSherpa account
National Producer Number (NPN) associated with the HealthSherpa account
The consumer’s first & last name
Any details that may help Agent Support resolve the issue, such as the steps taken before the error appeared
Red banner
Red banner
A red banner may appear when there is a technical issue at HealthSherpa or the Marketplace.
To help HealthSherpa identify the issue, contact Agent Support with:
A screenshot of the error including the website address
The email address associated with the HealthSherpa account
National Producer Number (NPN) associated with the HealthSherpa account
The consumer’s first & last name
Any details that may help Agent Support resolve the issue, such as the steps taken before the error appeared
Unspecified error
Unspecified error
An Unspecified error may appear in the shop first flow when a catastrophic plan is added to the cart before the Marketplace determines the consumer’s eligibility.
If the Marketplace later determines the consumer is not eligible for catastrophic coverage, the system may still try to process the enrollment submission using the catastrophic plan that was already added to the cart during plan shopping.
If an Unspecified error appears when pursuing catastrophic coverage:
Download and review the eligibility results letter.
Return to the plan selection screen.
Choose a new plan from the plans shown as available based on current eligibility.
Proceed with the enrollment submission using the updated plan.
Credentials not all present
Credentials not all present
A Credentials not all present error means HealthSherpa is not able to sync the HealthSherpa account with the Marketplace.
If a Credentials not all present error appears, review the items below.
Ensure Marketplace certification is active
Ensure Marketplace certification is active
The term Marketplace can refer to either the Federally Facilitated Marketplace (FFM) or a State-based Marketplace (SBM). Certification requirements vary by state and typically require a specific Marketplace training.
Agents selling in states utilizing the FFM must complete FFM training to earn FFM certification. FFM certification status can be confirmed by visiting the Agent and Broker Registration Completion List.
Agents selling in states utilizing an SBM must complete the unique certification requirements of the specified state to earn that state's SBM certification.
HealthSherpa supports enrollment submissions in Georgia, which uses an SBM called Georgia Access.
For all other states using an SBM, agents can get a quote and shop for plans using HealthSherpa. When it is time to apply and complete an enrollment submission, HealthSherpa will direct the agent to the state's SBM website.
There may be a delay between certification completion and when the certification is present in HealthSherpa’s system.
Ensure the NPN is correct
Ensure the NPN is correct
Confirm the correct National Producer Number (NPN) is listed in the HealthSherpa account.
Agents can check their NPN through the National Insurance Producer Registry (NIPR). If the NPN listed in HealthSherpa needs to be changed, contact Agent Support.
For Georgia enrollments, confirm the NPN is listed on the Georgia Access certified agent list. If the NPN is not listed, verify that the agent has:
Valid licensure in SIRCON
Completed Georgia training
Set up a Georgia Access portal account
Ensure the FFM username is correct
Ensure the FFM username is correct
The Federally Facilitated Marketplace (FFM) username is the User ID used to sign in to the CMS Enterprise Portal. Agents can look up the User ID in the CMS Enterprise Portal if needed.
Confirm the HealthSherpa account is integrated with the correct FFM account. To review or update the FFM username in HealthSherpa, go to the Settings page.
Agents who sell only in Georgia do not need to include FFM credentials.
Confirm CMS portal access is active
Confirm CMS portal access is active
Agents selling in states that use the Federally Facilitated Marketplace (FFM) should confirm Centers for Medicare & Medicaid Services (CMS) portal access is active. CMS may lock a CMS Enterprise Portal account when the password has not been reset recently.
To check CMS portal access:
Go to the CMS Enterprise Portal.
Sign in using the FFM username and password associated with the CMS account.
Complete any required password reset steps.
Return to HealthSherpa and try again.
After the CMS password is reset, the CMS account may take up to 24 hours to unlock.
Agents who sell only in Georgia do not need to confirm CMS portal access.
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 Agent_Support@HealthSherpa.com, or by chat directly from your account.