HealthyRhode Mobile App

Login

I tried to log into the app, but a message told me my account is currently being accessed. What should I do?

This means that you are currently logged into your online customer portal account. Your account cannot be accessed in both the app and online at the same time. Please log out of your online account and attempt to log into mobile again.

I tried to log into the app, but a message told me to login with a different username. Why?

The username you tried to login with is no longer active because it has been linked to different active account you have in our system. You should log in with the username you see in the message. If you don’t know the password for that account, you can reset it.

I tried to log into the app, but a message told me my account is currently being accessed by an administrator. What should I do?

This means that a staff member is accessing your account. You will be able to login once the staff member is no longer accessing your account.

Check My Benefits

The app says my case information is loading and to wait. How long do I have to wait? Why do I keep seeing this message?

Depending on the amount of information in your account, your case(s) may take some time to retrieve. Please be patient, stay on the screen, and wait for the information to load. If your case takes a long time to load on the app, it will also take a long time on the Customer Portal.

I submitted an application, but I can’t see my benefit information in the app. Why?

If you submitted an application for health coverage, it might be pending an eligibility decision. Once your eligibility has been determined, you will be able to see the benefits in the app.

Document Upload

I want to upload a document, but the app does not let me. Why?

The mobile app will only allow document uploads if you have to verify some information, such as income. If you’re not required to verify any information, you won’t be able to upload a document in the app.

I uploaded my documentation, but the app says my documentation is still required. Why?

Once your document has been uploaded, it needs to be processed by a staff member. After a staff member processes your document, it will no longer appear as being required. If you want to confirm that your document was uploaded successfully, login to your online account. You can view uploaded documents online, but not in the app.

I uploaded a document using the app, but I can’t see the uploaded document within the app.  How do I know that it has been uploaded successfully?

Once your document has been uploaded, it needs to be processed by a staff member. After a staff member processes your document, it will no longer appear as being required. If you want to confirm that your document was uploaded successfully, login to your online account. You can view uploaded documents online, but not in the app.

The app tells me the same type of document is required for more than one program. Can I upload the document once?

Yes, you can upload the document once. If you have to submit an income document for different programs, you should submit the document to both.

I have to upload a document to verify my income, but I have a reasonable explanation. How can I submit a reasonable explanation instead of a document?

To submit a reasonable explanation to verify income, you can login to your online account.

I’m trying to upload a document, but the app says it does not have permission to access my photos. Why?

You may need to grant the app access to your camera and photos. This can be done through your phone settings.

I tried uploading a document, but the app said the file is corrupted. What should I do?

We can’t resolve any issues with files themselves. Please try uploading a different file.

HealthSource RI connects you with health and dental insurance from these companies:

Individuals & Families: 1-855-840-4774
Employers & Employees: 1-855-683-6757