How do I add a document to an existing support ticket?

Occasionally, adding documents such as a Member/Insured ID Card, Payer Explanation of Benefits (EOB), or similar documentation to an existing support ticket is required. This step aids in verifying Payer ID Numbers, a standard part of our procedure, or fulfilling other verification purposes.

Steps for adding a document to an existing ticket:

1. Scan the document, to create a PDF document for attachment.
   
   IMPORTANT!

   When scanning a card like a Member/Insured ID Card, you must scan both the front and back of the card. 

2. Click on Support Tickets in the left menu. 
3. Find your existing ticket in the Support Tickets page.
   
4. Click the paperclip icon on the bottom left, select Choose File  , select the file on your drive, and click   Attach .
5.  After attaching the document and entering your message, click the REPLY button.