Agent/Broker Marketplace Help Desks and Call Centers Phone # and/or Hours of Operation Help Desk Name Types of Inquiries Handled Email Address (Closed Holidays) Monday − Sunday Direct 855-788-6275 Inquiries related to specific consumers: Agent/Broker Assist consumers with HealthCare.gov 24 hours/day • Partner Line Note: Enter your account password resets National Producer Special enrollment periods not • Number to access available on the consumer application this line. Eligibility and enrollment issues related • to the Individual Marketplace Monday − Friday FFMProducer- General enrollment and compensation Agent/Broker • 8:00 AM − 6:00 PM ET Email Help Desk AssisterHelpDesk questions @cms.hhs.gov Identity proofing/Experian issues • requiring manual verification Escalated general registration and • training questions (not related to a specific training platform) Agent/Broker Registration Completion • List issues Find Local Help issues • Report concerns that a consumer or • another agent or broker has engaged in 0 Updated 03/2018 fraud or abusive conduct
Agent/Broker Marketplace Help Desks and Call Centers (Continued) Help Desk Phone # and/or Hours of Operation Types of Inquiries Handled Name Email Address (Closed Holidays) Marketplace 855-CMS-1515 Password resets and account lockouts on Monday-Friday • 8:00 AM − 8:00 PM ET Service Desk 855-267-1515 the CMS Enterprise Portal (used to access CMS_FEPS@cms the Marketplace Learning Management .hhs.gov System (MLMS), the agent/broker training Saturday-Sunday and registration system) 10:00 AM − 3:00 PM ET Login issues on the agent/broker landing • (October–November page used for Direct Enrollment (often due only) to the Federally-facilitated Marketplace User ID not populating correctly when the agent or broker is redirected from an issuer’s or web-broker’s site) Other CMS Enterprise Portal account • issues, requests, or error messages 501 Downstream Error message on • HealthCare.gov website issues General registration and training questions • (not related to a specific training platform) 1 Updated 03/2018
Agent/Broker Marketplace Help Desks and Call Centers (Continued) Phone # and/or Hours of Operation Help Desk Name Types of Inquiries Handled Email Address (Closed Holidays) Monday − Friday Agent/Broker MLMSHelpDesk Technical or system-specific issues • 9:00 AM − 5:30 PM ET Training and @cms.hhs.gov related to the agent/broker training Registration and registration system (i.e., the Email Help Desk MLMS) User-specific questions about • maneuvering in the MLMS site, or accessing training and exams Monday − Friday Small Business 800-706-7893 All inquiries related to the SHOP • 9:00 AM − 5 :00 PM Health Options SHOP agent/broker portal access • Program (SHOP) questions ET Call Center Monday − Friday Direct Enrollment DirectEnrollment All inquiries specifically related to • 9:00 AM − 5:00 PM ET (formerly Web- @cms.hhs.gov becoming and/or operating as a direct Broker) Email enrollment web-broker in the Help Desk Marketplace 2 Updated 03/2018
Agent/Broker Marketplace Help Desks and Call Centers (Continued) Phone # and/or Types of Inquiries Hours of Operation Help Desk Name Email Address Handled (Closed Holidays) America’s Health support@ahipins All inquiries specifically Call Center/Email Monday − Friday: 8:00 AM − 7:00 PM ET Insurance Plans uranceeducation. related to the AHIP (AHIP) Training org agent/broker training Saturday: 8:30 AM-5:00 PM ET Help Desk platform 800-984-8919 Litmos Training cmsffmsupport@ All inquiries specifically Call Center Monday − Friday 9:00 AM − 5:00 PM PT Help Desk litmos.com related to the Litmos agent/broker training (12:00 PM-8:00 PM ET) 844-675-6565 platform Email 24 hours/day National NAHU- All inquiries specifically Call Center: Monday − Friday: 9:00 AM − 5:00 PM ET Association of FFM@nahu.org related to the NAHU Health agent/broker training Technical Support: Underwriters 844-257-0990 platform Monday − Friday: 8:00 AM − 9:00 PM ET (NAHU) Training Saturday − Sunday: 8:00 AM − 8:00 PM ET Help Desk 3 Updated 03/2018
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