Why is my active insurance showing as "Inactive" or giving me an error?
If you know your insurance is active, but you’re seeing an "Inactive Plan" error or messages like Cannot process, Invalid DOB, Invalid Member ID, Plan not accepted, or Timed out, this means our system is likely hitting a data mismatch when trying to verify your policy. You can usually fix this with two quick checks:
Check for an exact match: The Member ID, Name, and Date of Birth on your Circle Medical profile must match what your insurance has on file. Even a small typo or missing middle initial can cause an "Inactive" error.
Confirm primary plan holder details: If you’re covered under someone else's insurance (like a parent or spouse), you must select "I'm covered under someone else's plan." Ensure the primary plan holder's First Name, Last Name, and Date of Birth are entered exactly as they appear on the policy.
If you’ve confirmed everything matches but you’re still seeing an error, start a chat with your Care Team through the mobile app or web portal. They will gladly review your information and determine next steps!
My insurance card won't scan, or the image upload keeps failing. What should I do?
First, check your internet connection.
If you are using the mobile app, ensure your Circle Medical app is updated to the latest version.
If you are still receiving an error when scanning or are unable to upload your insurance card photos, please start a chat with our Care Team and attach photos of your card in the chat. One of our Patient Care Advocates will gladly add them to your profile for you!
How do I know if a specific provider is in-network?
When booking an appointment in the app, the booking screen will automatically filter and show you providers who accept the insurance plan you have on file.
To confirm coverage, please contact your insurance directly, as networks and benefits can vary. Before calling, visit our insurance page and scroll to "Our Practice Details." Select your state, carrier, and provider to get the billing details (NPI and Tax ID) your insurance will need. Once you have that information, you are ready to call! We recommend using Your Guide to a Confident Insurance Call to help you navigate the conversation.
My insurance is active, but why don't I see any providers that accept my plan?
If you don't see any in-network providers despite having an active plan, it is likely because we don’t currently have any providers enrolled with your specific insurance plan in your state, or the providers who do accept your plan are fully booked. If no providers who accept your insurance are currently available, here are your next steps:
We recommend contacting your insurance to see if you have out-of-network benefits. If you do, you can proceed as a self-pay patient. After your appointment, you can simply start a chat with our Care Team and request an itemized bill for you to independently submit to your insurance for potential reimbursement.
If your plan doesn’t include out-of-network coverage, you are welcome to book an appointment with us at our self-pay rates.
Please note, our dedicated team is actively working to enroll providers to be in-network, so please check back within the mobile app or web portal for more availability.
Why is my cost estimate missing or inaccurate?
For the most accurate cost estimates, please contact your insurance directly, as they have full access to your specific plan benefits. You can use the billing details found on our insurance page to help your insurance look up your exact coverage.
Note: Our system provides estimates using the limited information from your insurance. Sometimes, this can result in an inaccurate estimate. For the most accurate estimate, please contact your insurance directly.
Can you update my insurance for a past appointment?
Whether or not your insurance can be applied to a past appointment depends on two things:
Your insurance policy was active on the date of service.
Your request falls within your insurance's "timely filing limit".
If your coverage started after your appointment took place, or if the filing deadline has passed, your insurance won't cover the cost, and the visit will remain self-pay.
If your insurance plan was active on the date of your visit and you would like us to bill it retroactively, please start a chat with your Care Team so we can review your request.
My appointment balance is higher than the self-pay rate when I used my insurance, can I convert to self-pay?
No. Once your insurance has processed a claim, we are obligated to charge you the rate determined by your insurance. We’re happy to help you understand the amount owed if you can provide us with your Explanation of Benefits (EOB). Otherwise, please reach out to your insurance for additional information.