Tips & troubleshooting
Uploading documents
The Marketplace may ask you for documents to confirm information on your application â your income, citizenship, or immigration status, or
eligibility, like if you moved or lost other health coverage.
You can submit documents online or by mail. Uploading online is fastest and easiest.
How to upload documents online
- Youâll need an electronic file of the document saved on your computer. It can be a scan or clear photo.
- Document format requirements:
- Accepted formats: .pdf, .jpeg, .jpg, .gif, .xml, .png, .tiff, .bmp
- Maximum file size: 10MB
- File names canât include special characters like / \ : * ? " |
Why do you need to submit documents to the Marketplace?
Select a reason below for step-by-step directions.
Get screen-by-screen uploading directions, with pictures (PDF, 530 KB), or follow these steps:
- Log into your Marketplace account.
- Select the application that matches the application ID in your letter.
- Select "Application details" on the left-hand menu. Youâll see a full list of any data matching issues that apply to you and your household listed under "Send documents for data matching issues."
- Select the green "Upload documents" (or "Upload more documents") button to the right of the issue.
- Choose a document type from the list. Not sure what documents to submit? Check out these lists.
- Choose "Select file to upload."
- Locate and select the document file saved to your computer. Select "Upload." When the upload is successful, a checkmark appears next to the file name. If you have other data matching issues, repeat the steps for each one. When done, you can log out.
- When the document has been uploaded successfully, "Upload more documents" appears next to the inconsistency on the "Application details" tab. Youâll get a notice in a few weeks saying your document(s) is currently under review, or if we need anything else from you.
After youâve applied for Marketplace coverage, failed identity proofing twice, and the Experian Help Desk (1-866-578-5409) couldnât verify your identity. Get screen-by-screen uploading directions, with pictures (PDF, 462 KB), or follow the steps below:
- Log into your Marketplace account.
- Select "Menu," then select "My Profile."
- If your identity hasnât been verified, the screen says "Identity wasnât verified." Select "Verify now."
- Select "Get started" to begin.
- Youâll be asked to provide information, like your contact information, to verify your identity.
- If ID proofing isnât successful after 2 tries, youâll get a reference code to use when calling Experian (1-866-578-5409).
- If your identity verification fails again, youâll be taken to a screen to upload a document. Select "Upload documents."
- Identity verification usually takes 7 to 10 days. After your documents are processed, the status on your profile should change to "Identity verified."
Get screen-by-screen uploading directions, with pictures (PDF, 500 KB), or follow the steps below:
- Log into your Marketplace account.
- Under "Your applications," select the application you used to apply with a Special Enrollment Period.
- Select "Application details" from the menu on the left.
Note: If you need to confirm for your Special Enrollment Period, youâll see "Send confirmation proof for your Special Enrollment Period." - Select "Application details" from the menu on the left.
- For each life event you need confirm, select the green "Upload documents" or "Upload more documents." If thereâs more than one, work on them one at a time.
- Choose a document type from the list.
- Choose "Select file to upload."
- Locate and select the document on your computer. Select "Upload." When the upload is successful, a checkmark appears next to the file name. Select âTake me backâ to return to "Application details."
- Below your Special Enrollment Period weâll tell you if your upload was successful and any next steps. When done, log out.
Get more information on confirming your Special Enrollment Period eligibility, including which documents you can submit.
How to mail document copies
If your upload failed, check the document format and size then try again. You can mail copies if youâre still having trouble or if you prefer this option instead:
- Do not send original documents: Send photocopies only.
- Include your printed bar code page. Itâs on the last page of your eligibility notice. If you donât have a bar code, include your printed name and the application ID. Your application ID is near your mailing address at the top of your notice.
- Mail documents to this address:Health Insurance Marketplace
Attn: Coverage Processing
465 Industrial Blvd
London, KY 40750-0001
More answers: Uploading documents
Double check the document format and size, and try again. If you think you may have uploaded the wrong document, just upload the right one. Weâll review all documents submitted.
If youâre still having trouble, follow the instructions to mail copies.
- If youâre sending information to verify information on your application (like your income, citizenship, or immigration status): Once the documents have been processed, youâll get a notice that explains if you need to do anything else.
- If youâre verifying your identity: If you mailed your documents, youâll get a written notice no later than 10 business days after your documents are received. If you uploaded your documents, the status on your profile should change to "Identity verified." If your identity isnât verified within 10 days, you can call the Marketplace Call Center at 1-800-318-2596 to ask for an update. You may have to submit more information. Your Marketplace eligibility stays valid until youâre able to enroll in a plan, as long as you enroll before the end of Open Enrollment (or a Special Enrollment Period, if you qualify for one). Learn more about what happens next.
- If youâre confirming a Special Enrollment Period: You should get a letter or notice in your HealthCare.gov account within a couple of weeks. Itâll say if your Special Enrollment Period has been confirmed. Learn more about what happens next.
If you have questions about your documents or havenât heard from the Marketplace, call the Marketplace Call Center at 1-800-318-2596 to ask for a status update. If they were received, you don't have to do anything unless you hear from us saying that we need more information. We'll send you a notice when your issue is resolved.
The notice you get includes a short list of documents you can submit for your situation.
- If you need to provide more information about something on your application: See a complete list of accepted documents for each situation.
- If you need to confirm your Special Enrollment Period eligibility: See the list of accepted documents if youâve moved or lost other health coverage.
You could lose your Marketplace coverage or any financial assistance youâre getting. Be sure to send documents as soon as possible and by the date shown in your letter.
If you miss the deadline, you should submit the documents immediately anyway.