# Report an issue

If you're experiencing issues connecting your health records through Flexpa, we're here to help. This includes:

- **Health insurance plan connections** \- Issues logging into your health plan portal
- **Identity verification** \- Problems with CLEAR or ID.me verification
- **Record access** \- Trouble accessing your health records

## Before reporting

First, please check our self-service resources:

- **[Identity Verification Guide](https://www.flexpa.com/docs/guides/patient/identity-verification)** \- Help with CLEAR or ID.me
- **[Steps to Connect](https://www.flexpa.com/docs/guides/patient/steps-to-connect)** \- Health plan connection walkthrough
- **[Troubleshooting Tips](https://www.flexpa.com/docs/guides/patient/troubleshooting-tips)** \- Common issues and solutions
- **[Plan Definitions](https://www.flexpa.com/docs/guides/patient/plan-definitions)** \- Information about specific health plans

## Report a problem

If the troubleshooting guides don't resolve your issue, fill out the form below:

What type of connection were you trying?*Select connection type...Health Insurance PlanIdentity Verification (CLEAR or ID.me)

What happened?*

Error message (if any)

What have you already tried? (optional)

Browser and device*  
**Privacy Note:** Never include your Social Security Number, health plan member ID, password, or personal health information in this form. We only need general information about the connection issue.

Send Issue Report

This will open your email client with a pre-filled message. **Attach a screenshot** to help us resolve your issue faster.

## What happens next

After you email us:

1. **Acknowledgment** \- You'll receive a confirmation within 8 business hours
2. **Investigation** \- Our team will review your issue and may ask for additional details
3. **Resolution** \- We aim to resolve your issue within 2 business days
4. **Follow-up** \- We'll keep you updated throughout the process

## Support hours

Our patient support team is available:

- **Monday - Friday**: 9:00 AM - 8:00 PM ET
- **Response time**: Within 8 business hours

## Additional support

If you're working with a healthcare provider or application that uses Flexpa, they may also be able to assist you with connection issues. Contact them directly for application-specific support.