QUESTION

The marketplace is saying that it cannot verify my identity. What does this mean and how do I enroll in coverage?

Individuals with no coverage | Eligibility for Premium Tax Credits and Cost-Sharing Reductions
ANSWER

Sometimes when a consumer has no or limited credit history, as is often true with young adults or recent immigrants, the marketplace can have difficulty verifying your identity, a step that is required to create an account on HealthCare.gov. There are several options to overcome this obstacle.

The first step is to double check all of the information you submitted for accuracy, and re-enter the information after clearing your browser cache and cookies. Make sure you enter all information you have, even if it is labeled optional to include. If the Marketplace fails to verify your identity after two tries, their screen may display a message with instructions to call the Help Desk at 1-866-578-5409. You should record the reference number on the screen and provide it to the Help Desk operator.

If, even after making changes recommended by the Help Desk, the Marketplace still cannot verify your identity, then you may need to submit documents to the Marketplace that will help identify you. This could include a driver’s license or state ID, a passport, social security card, or birth certificate. If you have trouble submitting documents on the website you can contact the call center to resolve identity verification issues. The call center can usually submit phone applications without facing the same identity verification barriers. (CMS, Standard Operating Procedures Manual for Assisters in the Individual Federally Facilitated Marketplaces, SOP 4 – Verify Identity and Resolve Potential Data Matching Issues.)

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