Fixing Issues

If you experience technical issues while using this website, many can be resolved by clearing your browser’s memory (also called “cache”). Below are instructions on how to do this in the recommended web browsers: Chrome version 30 or later Click the Chrome menu button (three horizontal bars in the top right corner on the browser toolbar). Select “Tools.” Select “Clear browsing data.” In the dialog that appears, select “Empty the cache” and deselect other items. Use the menu at the top to select the amount of data that you want to delete. Select “beginning of time” to delete everything. Click “Clear browsing data.” Get more detailed instructions on how to clear your cache in Google Chrome→ Firefox version 30 or later Select “History,” and select “Clear Recent History.” For the “Time range to clear” section, select “Everything.” Click on the dropdown for the “Details” menu and check the box “Cache.” Click “Clear Now.” Get more detailed instructions on how to clear your cache in Mozilla Firefox→ Internet Explorer 10 and 11 Select “Tools,” and select” Internet Options.” Under “Browsing History,” select “Delete.” Check the following: “Temporary Internet Files, Cookies and History.” Select “Delete.” Click “OK” to close Internet Options dialog box. Get more detailed instructions on how to clear your cache in Internet Explorer 10 or 11 (you may need to select your IE version and Operating system→

Please DO NOT use use your website browser's navigation buttons at any time, such as the "Back," "Forward," "Stop," or "Refresh" buttons. Because the Health Connector website uses federal databases to verify information you enter in real time, there may be times that the website may seem slow. But, it is very important not to stop or interrupt website processes that are happening. To move forward and back in the application, use the "Save & Continue" or "Back" buttons in the application pages at all times. Also, because the Health Connector application is a responsive website, the application pages may change the way it looks in response to the size of the your web browser or other settings you may use (like larger text). In some cases, this may change the location or appearance of the navigation buttons in the application, which is expected.

The Health Connector website is tested to be able to have a large number of users on the site at the same time. Also, the website is connected to other systems to do things like confirm your identity, address, and income. Sometimes these outside systems may be slow or unavailable, which is outside our control, and may temporarily stop you from being able to complete your application. We will always try to alert you on our homepage whenever one of these other systems are unavailable and tell you what you may need to do in order to have the best experience possible. Sometimes, this will mean that you will need to come back to the website after the maintenance is done to finish. Other times, this means that you can finish what you were doing, but you may need t send in documents (or proof) after you completed your application. There may even be times that you will not be able to sign into the website at all while maintenance is happening. Note: As long as you use the "Save & Continue" buttons in the application, the information you entered will be saved, so you don't have to worry about re-tying your information if you need to sign out and come back later to finish. Generally, maintenance is planned and happens overnight. It is recommended that to avoid planned maintenance periods that you try to use the application during daytime and early evening hours as much as you can. If [...]

If you get an error message, like one of the examples below, while you are completing your eligibility application or shopping for a plan, do not use your browser’s "Back" or "Forward" button or refresh the page to try to fix the problem. Instead, you should Clear your browser’s cache and also restart your browser, or Switch to another one of the recommended browsers. If you have tried these things and are still getting 405, 500, or Yellow Triangle (general) error message, you can come back to the site and try again later. If you continue to experience these errors, you can also call Health Connector Customer Service at 1-877-MA-ENROLL (1-877-623-6765), or TTY 1-877-623-7773 for people who are deaf, hard of hearing, or speech disabled. Example 405 Error Example 500 Error Example General Error Message (Yellow Triangle)