Stuck on the State Portal?

Check your Card Status area in the portal and verify your mailing address. Many states show: Printed / Active / Mailed status. If it says "mailed," it's typically in USPS hands — cards are usually mailed without tracking. If it's been more than 10 business days, contact the state or reach out to us for help.

An incorrect address is the most common cause of card delays. Log into your portal and update it as soon as possible. Double-check the formatting: apartment number, zip code, abbreviations. Some portals are picky about how the address is entered. If the card was already mailed to the wrong address, you may need to request a reissue.

First, confirm the payment shows as completed in your portal — look for a payment history or receipt section. Some portals take time to refresh after payment. If it shows pending, try logging out and back in. If the payment failed, you may need to re-enter your card information. Reach out to us if it still looks stuck.

Use the portal's "Forgot Password" or reset tool. If that doesn't work, try a different browser (Chrome often works best) or your phone instead of desktop. Watch for auto-fill errors — sometimes your browser fills in an old password or email. If you're completely locked out, the state may have a support line or email.

This is usually a name or date-of-birth mismatch. Your portal profile info must match exactly what the provider submitted — even small differences (a middle initial, a nickname, a typo in your DOB) can prevent the certification from attaching. Check your profile details carefully. If you find a mismatch, contact us and we'll help sort it out.