Eligibility Processing Error: Invalid Participant Identification / Credentials not associated with user

Update timeline

1. investigating Apr 07, 2026, 06:59 PM UTC

   We are actively investigating an intermittent issue where some eligibility responses are returning an "Invalid Participant Identification / Credentials not associated with user" error. Our technical teams are engaged and working to identify the root cause and restore full functionality. Incident Managers will continue to provide updates here as additional information becomes

2. identified Apr 07, 2026, 08:19 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Apr 07, 2026, 11:29 PM UTC

   We are continuing to work on a fix for this issue.

4. investigating Apr 08, 2026, 01:36 AM UTC

   We are continuing to work to resolve the eligibility error causing an "Invalid Participant Identification / Credentials not associated with user" error for some clients. Our engineering team is working to resolve this as quickly as possible, and we are collaborating with our clearinghouse partner to assist in the resolution. We will continue to provide updates as new information becomes available.

5. investigating Apr 08, 2026, 04:05 AM UTC

   We continue to work to resolve the eligibility issue resulting in an "Invalid Participant Identification / Credentials not associated with user" error for some clients. Our engineering team is collaborating with our clearinghouse partner to assist in the resolution. Our next update will be provided by 9:00 AM MT.

6. identified Apr 08, 2026, 03:03 PM UTC

   We have identified the root cause of the eligibility issue resulting in an "Invalid Participant Identification / Credentials not associated with user" error and are actively working to implement a solution. Our next update will be provided by 1:00 PM MT.

7. identified Apr 08, 2026, 06:20 PM UTC

   We understand the disruption this issue is causing and sincerely apologize. We have identified the root cause of the eligibility issue resulting in an "Invalid Participant Identification / Credentials not associated with user" error and are actively validating a fix. Our next update will be provided no later than 2:30 PM MT.

8. monitoring Apr 08, 2026, 08:47 PM UTC

   A fix has been implemented and we are monitoring the results.

9. resolved Apr 08, 2026, 09:05 PM UTC

   This incident has been resolved.