Common Issues & Troubleshooting

This article covers frequent issues providers encounter in the HLTHi portal and how to resolve them quickly.

My Application Status Is Stuck on “Pending”

Make sure you have completed all required steps:

• At least one license added in Licenses.
• Provider Agreement signed in Contracts.
• Required documents uploaded in Documents.
• Contact information completed in Contact Info.
• NPI and identifiers added in Credentials.
• Driver’s license information entered in Driver License.
• Stripe payout setup completed in Payouts.
• Subscription activated in Subscription.

If all of the above are complete and your status is still pending, contact support.

I See “Image Load Error: Invalid File Detected”

• Verify the file type is JPG, PNG, or PDF.
• Check that the file is not password protected or corrupted.
• Try re-saving the document or taking a new, clear photo.
• Attempt the upload again.

Stripe Account Setup Still Shows as Pending

• Confirm you completed all steps on the Stripe page.
• Return to Payouts and click Refresh Status.
• If the banner remains, there may be additional information required by Stripe. Look for any follow-up emails from Stripe or HLTHi.

My Subscription Will Not Activate

• Make sure a valid payment method is added under Subscription > Payment Methods.
• Ensure your payout account setup is completed if required.
• Try refreshing the page and clicking Activate Subscription again.

My License or Documents Are Not Showing as Approved

• Verification may take some time after upload.
• Check that all information is legible and accurate.
• If the status has not changed after several business days, contact support.