The Health Insurance Marketplace sometimes cannot match what you entered on your application with its records. When that happens it sends a notice and asks for documents. You can upload them in your HealthCare.gov account. The upload is quick if the file suits the page, and it fails with little explanation if not. The rules on the page are short, so a phone photo in the wrong format or a scan that is a little too big is often the whole problem.
This guide covers the file rules and how to prepare the files. Which documents the Marketplace accepts for each issue is listed on HealthCare.gov, and your notice says what it needs from you. This is general information, not insurance or legal advice.
What HealthCare.gov says about the file
- Accepted formats. "Accepted formats: .pdf, .jpeg, .jpg, .gif, .xml, .png, .tiff, .bmp".
- Maximum size. The troubleshooting page says "Maximum file size: 10MB". HealthCare.gov's printable instructions say each file must be under 10 MB. To be safe, keep the file a little below 10 MB.
- File names. File names cannot include special characters such as / \ : * ? " |. Letters, numbers and hyphens are safe.
- Scan or clear photo. The file "can be a scan or clear photo".
- If the upload fails. The page says to check the file format and size, then try again. If it still fails, you can mail copies instead. Send photocopies only, never originals, and include the printed bar code page from your notice, or your printed name and application ID if you do not have it. The mailing address is on the HealthCare.gov page, so copy it from there.
- Applied through a partner site. If you applied through a certified enrollment partner's website, HealthCare.gov says to follow that site's upload steps instead.
Deadlines
Your notice lists the exact due date. The HealthCare.gov deadlines page gives these general periods: 90 days to confirm information that does not match its records, such as household income, 95 days to confirm citizenship or immigration status, and 30 days to confirm eligibility for a loss of coverage Special Enrollment Period. The page also says: "Submit documents, even if you miss the deadline." If you miss it, you may lose coverage or savings, and the Marketplace uses the information it has instead of what you entered.
Before you upload
A few habits save a second round. These are practical suggestions, not HealthCare.gov rules.
- Match the application ID on your notice with the application you open, because an account can hold more than one.
- Gather the documents for each issue first. A notice can list more than one issue, and each has its own upload button.
- Name each file plainly, for example income-pay-stub-march.pdf, with no symbols.
- Keep a copy of every file you send, and a note of the date, in case you need to mail copies later.
Steps on the website
HealthCare.gov describes the steps for a data matching issue like this.
- Sign in and open the application whose ID matches your notice.
- Open Application details and find the issue under the data matching section.
- Click Upload documents or Upload more documents next to the issue.
- Choose a document type from the list. If you are unsure, choose Other where it is offered.
- Click Select file to upload, pick the file, then click Upload. A checkmark by the file name means it worked.
- Repeat for each other issue.
Why an upload fails
- An iPhone HEIC photo. Apple says the High Efficiency camera setting uses HEIF, while Most Compatible uses JPEG. The HealthCare.gov list has JPEG and JPG but not HEIC, so a HEIC photo may not be accepted. Convert it to JPG first.
- A big file. A multi-page scan or a high-resolution photo can pass 10 MB.
- Several photos of one document. The pages do not say whether many pages may go in one file. A single PDF with the pages in order is a tidy way to send them, though the Marketplace page does not require it.
- A file type outside the list. Word documents, HEIC photos and zipped folders are not on it.
- Special characters in the name. Rename the file and try again.
How to fix the file with DocPro
DocPro runs in your browser, and the files are not uploaded to DocPro. That matters here, because income and immigration documents are sensitive.
- HEIC photo: open Image converter, add the photo, set Convert to to JPG, and press Convert.
- Photos of a multi-page paper document: open Images to PDF, add the photos, put them in order, set Page size to Letter, and press Create PDF.
- Several PDFs for one issue: Merge PDF combines them into one file with Merge PDFs.
- Check the size: open the file in PDF info and read File size. Aim for clearly under 10 MB.
- PDF too large: open Compress PDF, choose Balanced under Quality or tick Aim for a target size and enter a Target size (KB), for example 8,000 for a margin under 10 MB. Press Compress PDF and read After.
- Photo too large: Compress image lets you set a Target size (KB) and an Output format of JPG.
Compress PDF re-saves pages as pictures, so text can no longer be selected. For a pay stub or letter that a person reads, that is usually fine. Zoom in on the result and check that every figure is still clear.
Common mistakes
- Mailing originals. HealthCare.gov says to send photocopies only.
- Compressing until a number or date is blurred. Choose a larger target.
- Missing the printed bar code page when you mail copies.
- Giving up after a missed deadline. The page says to submit anyway.
- Uploading to the wrong application ID when you have more than one.
What DocPro cannot do
DocPro cannot sign in to HealthCare.gov, upload for you or tell you which documents the Marketplace will accept for your issue. It cannot split a PDF by file size, and it cannot raise the quality of a blurry photo. For the right documents, use the list on HealthCare.gov or call the Marketplace Call Center. If a state-run exchange or a partner site handles your application, its limits may differ from the ones above.
Frequently asked questions
What is the file size limit for HealthCare.gov uploads?
HealthCare.gov's troubleshooting page gives a maximum file size of 10 MB, and its printable instructions say each file must be under 10 MB. Keep the file a little below 10 MB.
What file types can I upload to HealthCare.gov?
The accepted formats are .pdf, .jpeg, .jpg, .gif, .xml, .png, .tiff and .bmp. HEIC photos and Word documents are not on the list.
Can I upload a photo from my phone?
Yes. HealthCare.gov says the file can be a scan or a clear photo. Use a JPG or PNG, since an iPhone HEIC photo is not on the list of accepted formats.
What if the upload keeps failing?
The page says to check the file format and size and try again. If it still fails, mail photocopies with the printed bar code page from your notice. Do not send originals.
What if I missed the deadline?
HealthCare.gov says to submit documents even if you miss the deadline. You might re-qualify for savings or coverage, though missing it can put your coverage or savings at risk.