At this busy time of year, we wanted to remind you of troubleshooting tips if you encounter an error while assisting a consumer.

If a consumer experiences a “500 Error” in the shopping experience, they can call the Contact Center to see if the issue can be resolved. Assisters can also call the Broker Service Line and Assister Resource Center for help.

Here are some tips for resolving error codes that consumers may encounter when creating an online account:

• It is really important to avoid attempting to create multiple online accounts. If a consumer is not sure whether they have created an account in the past, they can call the Contact Center for help. The Broker Service Line and Assister Resource Center are also able to help (remember that the consumer must be present when calling the Assister Resource Center). An “M001” or “M005” error while attempting to create a new account may be an indication that the consumer already has an existing account. 
• A minor cannot create an online account. An adult will need to create the account and apply for the minor. The consumer may see the “HE200001” error when attempting to create an online account for a minor.
• If the consumer has recently moved or changed names, use the old mailing address or name to create the account since the new information may not be updated in the federal databases. The consumer may get an “M002” error if the address/name cannot be matched. Remember, after the account is created, the consumer must use their CURRENT name and/or address when completing the application.
• In some cases, a consumer may not have enough history in federal databases to verify their identity electronically. If possible, another member of the household may be successful in creating an online account. If not, the consumer can use the manual account creation process mentioned below.
• There are more useful tips on MNsure’s /new-customers/apply/account/index.jspHow to Create an Account webpage!

If an error message cannot be resolved, or if the consumer does not have enough history in federal databases to verify their identity, the consumer can create an online account through the manual account creation process. 

• Consumers can use MNsure’s online manual account creation tool to request an online account and upload documents needed to verify their identity. They can request to have their username and temporary password either mailed or emailed to them.
• Assisters can complete the manual account creation process on behalf of a consumer using the online Account Creation eForm. The assister can track the progress of the request and the consumer can authorize the assister to receive the username and temporary password.