Opening a Support Case

Health Plans: 

  • NaviNet Basics

Workflow: 

  • Manage My Profile,
  • Troubleshooting

To open a support case that includes attachments, you must open the case from the Manage My Profile page. See Open a case with supporting files. Otherwise, use the following procedure:

  1. Click the Support and Feedback icon () in the upper-right corner of any screen.
  2. On the My Profile panel, in the Get Support section, click Contact Support. The Contact Support window appears:
    Image 
  3. Click Open a Case Online to submit a support case or click Chat With Us to start an online chat with a support representative. You can also call the support line at 888-482-8057.

Open a case with supporting files 

To include supporting files with your case, you must use the Open a Case link on the Manage My Profile page.

To upload multiple supporting files, put all the files in one folder, create a compressed file of the folder, and then upload the compressed file. If you're a billing agency that needs to complete the authorization form, download the Third-Party Authorization Form.

  1. Click your profile icon () in the upper-right corner of the screen, and then click Manage My Profile.
  2. On the Manage My Profile screen, click Open a Case in the Support Cases section on the left side of the screen.
  3. On the Open a Support Case screen, fill in the required fields. To upload a supporting file, click Choose File in the Supporting Files section at the bottom of the screen. ​

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