How to apply & enroll

Marketplace tips and troubleshooting

Before you start an application

Tips for logging in to your Marketplace account

If you’re having a hard time logging in to your Marketplace account, you may try to reset your password. If you don’t get a password reset email from the Marketplace, you may be using the wrong username. Don’t try to create a new account.

To log back in, follow 2 steps:

  • Retrieve your username
  • Reset your password

Be sure you’re using the right username and retrieve it

  • If you created your Marketplace account before February 2014, your username probably isn’t your email address. Read the requirements for creating usernames. This may remind you of the username you created.
  • If you can’t remember your username, click on "Forgot your username?"
  • You’ll need to answer your 3 security questions correctly to recover your username.
  • After you answer the questions correctly, you’ll get an email at the address you provided when you set up your account. (That may not be the email account you use regularly. If you don’t get an email, check your spam or junk mail folder, or check any other email account you may have used.)
  • The email will tell you what your username is.
  • Use that username to log into your Marketplace account.
  • If you’ve forgotten your password or just want to change it, you can do that now..

Change your password

  • From the log in page, click on “Forgot your password?” You’ll get an email at the address you provided when you set up your account. (That may not be the email account you use regularly. If you don’t get an email, check your spam or junk mail folder, or check any other email account you may have used.)
  • Once you get the password reset email, click the link in the email, follow the directions, and choose a new password. If that doesn’t work, cut and paste the link into your web browser.
  • Use your correct username and new password to log into your Marketplace account.

If these tips don’t work, contact the Marketplace Call Center. Customer service representatives can reset your password or unlock your account.

Again, it’s important that you don’t try to create a new account. We'll help you access your existing one.

Identity proofing

To protect your personal information, you’ll be asked to pick and answer a few questions that only you will be able to answer. This helps us be sure that it’s you who’s creating your account and not someone pretending to be you.

If you ever forget your password, we’ll ask you these questions to verify your identity.

If you see error messages or can’t move forward during identify proofing:

Removing an application

If you’ve seen a repeated series of error messages and can’t continue with your application, you can remove an application and start a new one.

Important: If you have active coverage under the application you’re having problems with, don’t remove you application. You could wind up cancelling your coverage. Contact the Marketplace Call Center instead.

If you don’t have active coverage on an application and want to remove it because of technical problems, follow these steps:

  • First, clear your cookies and cache.

  • Log in to your Marketplace account.

  • Navigate to the “My Applications & Coverage” page.
  • Select the application you’re having problems with. Note: You may see both 2014 and 2015 applications. If you’re removing your 2015 application because it’s not working, make sure you remove only the 2015 application that isn’t working.
  • Click on the “Remove” button.
  • Log out of your Marketplace account and close your web page.
  • Log back in to your Marketplace account and select “Start a new application.”

Resolving inconsistencies and uploading documents

You may get a notice or an email telling you there are “inconsistencies” or “data matching issues” in your application. This means some information you provided doesn’t match our records. In most cases you can upload documents to fix this

Here’s how to upload documents to fix inconsistencies:

  • Log in and select your current application.
  • Using the menu on the left side of the screen, select “Application Details.”
  • On the next screen you’ll see a list of any inconsistencies on your application.
  • Follow the steps for each inconsistency to upload the documents needed.

This is the fastest way to fix inconsistencies. There’s no email address you can send documents to.

Get more information about what documents you can provide, and for the mailing address where you can send copies of documents instead.

Learn more about how to upload documents.

QUESTION DROPDOWN TOKEN

More answers

  • To use HealthCare.gov, you must have your browser set to accept cookies. Below are instructions on how to do this in most popular browsers.

    To accept cookies in Microsoft Internet Explorer

    1. At the top of your browser click Tools, then Internet Options.
    2. Click on the Privacy tab.
    3. Click the Advanced button.
    4. Place a checkmark next to Override automatic cookie handling.
    5. Place a checkmark next to Always allow session cookies then click OK.
    6. Click the Edit button and verify that healthcare.gov is not in your "Managed Web sites list." (If you are using Windows XP with SP2 or Windows Vista or IE9 with Windows 7, click on the Sites button instead of Edit.) If healthcare.gov is in the list, highlight it and click Remove. Then click OK.
    7. Click OK to close the Internet Options window.

    Get detailed instructions on how to accept cookies in Microsoft Internet Explorer

    To accept cookies in Mozilla Firefox

    1. At the top of your browser click Tools, then Options.
    2. Click on the Privacy icon on the top of the window.
    3. In the History section, for the Firefox will: dropdown, select Use custom settings for history.
    4. Check the box Accept Cookies from sites.
    5. Check the box Accept third-party cookies.
    6. For the Keep until dropdown menu, select they expire.
    7. Click on Show Cookies.
    8. Highlight the cookie you’d like to delete (e.g. healthcare.gov) and click Remove Cookies, then Close.
    9. Click OK on the Options window to close it.

    Get detailed instructions with images on how to accept cookies in Mozilla Firefox

    To accept cookies in Google Chrome

    1. Click the Chrome menu button (three horizontal bars in the top right corner on the browser toolbar).
    2. Select Settings.
    3. Click Show advanced settings.
    4. In the "Privacy" section, click the Content settings button.
    5. In the "Cookies" section, select Allow local data to be set (recommended) then click Done.

    Get detailed instructions on how to accept cookies in Google Chrome

    To accept cookies in Apple Safari

    1. At the top of your browser, click on Safari on the top left corner, then Preferences.
    2. In Preferences, click on the Security icon.
    3. In the Accept Cookies section, select Always.
    4. Close the Preferences window.

    Get detailed instructions on how to accept cookies in Apple Safari

  • Below are directions on clearing cookies in the most popular browsers:

    To Clear Cookies in Microsoft Internet Explorer:

    1. Click the gear at the top right to access settings. Select Safety and click Delete Browsing History.
    2. Select Temporary Internet Files and uncheck all other boxes, in particular the Preserve Favorites website data. (Doing this will remove cookies from the websites that are in your Favorites folder. This is required to clear your cache completely).
    3. Click the Delete button at the bottom of the window.

    Get detailed instructions on how to clear your cookies in Internet Explorer.

    To Clear Cookies in Mozilla Firefox:

    This browser has different steps for clearing cookies from a single site and for deleting all cookies:

    Deleting cookies for a single site:

    1. Click on Tools in the menu bar.
    2. In the Firefox will: dropdown menu, select Use custom setting for history.
    3. Click Show Cookies.
    4. The cookies window will appear. Type the name of the site whose cookies have to be deleted (a list of cookies will show up)
    5. Select the cookie that needs to be deleted and click on Remove Cookie.

      To select all the cookies in the list select Shift +End on your keyboard.

    Deleting all cookies:

    1. Click on History in the menu bar
    2. Select Clear recent history
    3. Set the time range to Everything
    4. Click on arrow near details (expand history list)
    5. Select Cookies (deselect other boxes).
    6. Click Clear Now to close Clear All History window.

    Get detailed instructions with images on how to clear your cookies in Mozilla Firefox.

    To Clear Cookies in Google Chrome:

    1. Click the Chrome menu button (three horizontal bars in the top right corner on the browser toolbar).
    2. Select Tools then Clear browsing data.
    3. Select Delete cookies and other site and plug-in data checkbox and uncheck all other options.
    4. In the Obliterate the following items from: dropdown box select beginning of time.
    5. Click the Clear browsing data button.

    Chrome will process your request for a moment and the action will be completed.

    Get detailed instructions on how to clear your cookies in Google Chrome.

    To Clear Cookies in Apple Safari:

    1. Choose Safari, then Preferences from the menu
    2. Select Privacy
    3. Select Details
    4. Select one or more websites that stores cookies, and then select Remove or Remove All
    5. When you finish removing websites, select Done

    Get detailed instructions on how to clear your cookies in Apple Safari.

  • Many issues can be resolved by clearing your browser’s memory (also called “cache”). Below are instructions on how to do this in most popular browsers.

    To clear your cache in Microsoft Internet Explorer 8, 9, and 10:

    1. Select Tools, and select Internet Options.
    2. Under Browsing History, select Delete.
    3. Check the following: Temporary Internet Files, Cookies and History.
    4. Select Delete.
    5. Click OK to close Internet Options dialog box.

    Get more detailed instructions on how to clear your cache in Internet Explorer 8, 9, and 10.

    To clear your cache in Internet Explorer 7:

    1. Select Tools, and select Delete Browsing History.
    2. Click Delete files.
    3. Click Delete cookies.
    4. Click Delete history.
    5. Click Close to close Delete Browsing History dialog box.

    To clear your cache in Mozilla Firefox:

    1. Select History, and select Clear Recent History.
    2. For the Time range to clear: section, select Everything.
    3. Click on the dropdown for the Details menu and check the box Cache.
    4. Click Clear Now.

    Get more detailed instructions with images on how to clear your cache in Mozilla Firefox.

    To clear your cache in Google Chrome:

    1. Click the Chrome menu button (three horizontal bars in the top right corner on the browser toolbar).
    2. Select Tools.
    3. Select Clear browsing data.
    4. In the dialog that appears, select Empty the cache and deselect other items.
    5. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.
    6. Click Clear browsing data.

    Get more detailed instructions with images on how to clear your cache in Google Chrome.

    To clear your cache in Apple Safari:

    1. Select History
    2. Select Clear History
    3. Click Clear to close dialog box

    Get more detailed instructions on how to clear your cache in Apple Safari.