What is my Federally-facilitated Marketplace (FFM) user ID? What do I do if I've forgotten it?
You created your FFM user ID when you created your account on the Centers for Medicare & Medicaid Services (CMS) Enterprise Portal during the agent and broker FFM registration process.
To retrieve your forgotten FFM user ID:
Visit the CMS Enterprise Portal landing page.
Click the “User ID” link under the “Login” button.
Enter your information in the appropriate fields on the “Forgot User ID” page. An error will display if invalid data is entered. After successfully submitting your information, you will receive confirmation that your information has been successfully verified. You will receive an email notification that will contain your FFM user ID, which will be sent to the email address on your profile.
Click the link in the confirmation message to log into the CMS Enterprise Portal.
If you need additional assistance, contact the Marketplace Service Desk at 1-855-267-1515.
Who should I contact if I have a consumer-specific complex case that I was unable to resolve through the Marketplace Call Center or Direct Enrollment partner?
Consumer-specific complex cases are cases in which a consumer has submitted an application for coverage and requires assistance in making a change to plan coverage, reported income, and/or making profile updates. In this situation, agents and brokers must first attempt to resolve the case by contacting the Marketplace Consumer Call Center or the applicable Enhanced Direct Enrollment (EDE) partner.
Note that if you choose to contact the Marketplace Call Center, your client must authorize you to access their information and work with the Marketplace Call Center on their behalf. You should ask your clients to call the Marketplace Call Center at 1-800-318-2596 and provide your name and National Producer Number to authorize you for up to 365 days or conduct a three-way call with you on the line with them.
If you are unsuccessful in resolving your client’s case with the Marketplace Call Center or applicable EDE partner and still require assistance, you should contact the FFM Agent/Broker Email Help Desk at [email protected] and provide the following information:
Your full name, email address, and phone number;
Your client’s Marketplace application ID;
The state in which your client resides;
A summary of the case;
Whether the case is medically urgent (and if so, when a response is needed); and
Indicate whether the Marketplace Call Center or applicable EDE partner has already been called, and the date of the call.
If you have already attempted to resolve the case in another way, such as an appeal or Health Insurance Casework System (HICS) case, you will also need to provide:
The HICS case number assigned to the case; and
Documentation of whether your client has an open issuer or Marketplace appeal.
If so, provide the issuer or Marketplace appeal number.
The FFM Agent/Broker Email Help Desk will refer this information to representatives from the Complex Case Help Center (CCHC) so they can begin to review and respond. Once the email is received with the requested information, a member of the CCHC team will contact you via phone for additional information or to communicate the outcome of the case.
If you need additional assistance, contact the Agent/Broker Email Help Desk at [email protected]
What are the steps for completing Marketplace registration and training?
Agents and brokers who did not complete registration and training for the previous plan year:
Both new agents and brokers and those returning who didn’t complete Marketplace training for the previous plan year will be required to complete the full Marketplace registration and training for the current plan year. The full training is available through the Centers for Medicare & Medicaid Services (CMS) Enterprise Portal and may be available through CMS-approved vendor(s). Visit the registration and training webpage on the Agent and Broker Resources website to learn more about vendor(s) that may offer Marketplace training.
If you are a new agent or broker who does not already have a CMS Enterprise Portal account, follow these steps to create an account and set up your agent/broker profile on the Marketplace Learning Management System (MLMS):
Create a CMS Enterprise Portal account at https://portal.cms.gov/ and set up a Multi-factor Authentication (MFA) device for log in
Request the Agent Broker Training Access Role
Complete remote identity proofing through the Identity Management (IDM) system
Complete your agent/broker profile on the MLMS via the CMS Enterprise Portal
Once you have completed the above steps, all agents and brokers should follow the steps outlined below to complete registration and training:
Log in to the CMS Enterprise Portal
Update your information on your MLMS agent/broker profile
Complete the Marketplace training requirement on the MLMS via the CMS Enterprise Portal or through a CMS-approved vendor
Read and accept the applicable Marketplace Agreement(s)
Print your Registration Completion Certificate
After completing training, agents and brokers should check their National Producer Number (NPN) is listed on the Registration Completion List (RCL) and checked as “Valid” in the current year column reviewed against the National Insurance Producer Registry (NIPR) 7–10 business days following training completion.
Agents and brokers who completed registration and training for the previous plan year:
Returning agents and brokers are eligible to complete a shorter training. As a returning agent or broker, you will be automatically enrolled in the “Marketplace Training for Returning Agents and Brokers,” a shorter training that can be completed in approximately sixty minutes. The curriculum for the Marketplace training for returning agents and brokers consists of one required training module and one required exam.
If you are a returning agent or broker, follow these steps to complete registration and training:
Log in to the CMS Enterprise Portal and set up or update your Multi-factor Authentication (MFA) device for log in
Update your information on your MLMS agent/broker profile
Complete the Marketplace training requirement on the MLMS via the CMS Enterprise Portal or through a CMS-approved vendor
Read and accept the applicable Marketplace Agreement(s)
Print your Registration Completion Certificate
After completing training, agents and brokers should check their NPN is listed on the RCL and checked as “Valid” in the current year column reviewed against the NIPR 7–10 business days following training completion.
If you need additional assistance on this topic, contact the Marketplace Service Desk at 1-855-267-1515.
What documents can be used to verify immigration status for purposes of Marketplace eligibility?
When completing a Marketplace eligibility application, if consumers applying for coverage attest to having an eligible immigration status they will be asked questions about their status and asked to provide specific immigration identification numbers.
Agents, brokers, and web-brokers should review the available document types listed in the eligibility application with the consumer and help them determine which document verifies their specific immigration status. If they have more than one current immigration document, they should select and input information from the document that contains an alien number, if possible. The alien number (also called alien registration or USCIS number) usually begins with an “A” and ends with eight or nine numbers.
Consumers may need to have one or more of the following documents or identification numbers to attest to their lawfully present status:
Permanent Resident Card, “Green Card” (I-551)
Reentry Permit (I-327)
Refugee Travel Document (I-571)
Employment Authorization Document (I-766)
Machine Readable Immigrant Visa (with temporary I-551 language)
Temporary I-551 Stamp (on passport or I-94/I-94A)
Arrival/Departure Record (I-94/I-94A)
Arrival/Departure Record in foreign passport (I-94)
Foreign Passport
Certificate of Eligibility for Nonimmigrant Student Status (I-20)
Certificate of Eligibility for Exchange Visitor Status (DS-2019)
Notice of Action (I-797)
Document indicating membership in a federally recognized Indian tribe or American Indian born in Canada
Certification from U.S. Department of Health and Human Services (HHS) Office of Refugee Resettlement (ORR)
Office of Refugee Resettlement (ORR) eligibility letter (if under 18)
Document indicating withholding of removal
USCIS Acknowledgement of Receipt (I-797C)
To view sample documents that consumers can use to show their immigration status, visit HealthCare.gov. Learn more about how the Marketplace verifies immigration status.
If you need additional assistance on this topic, contact the Agent/Broker Email Help Desk at [email protected].
Note: The information provided in these FAQs is intended only to be a general informal summary of technical legal standards. It is not intended to take the place of the statutes, regulations, or formal policy guidance upon which it is based. We encourage readers to refer to the applicable statutes, regulations, and other interpretive materials for complete and current information.