RDS Secure Website users can now ask questions and report issues directly to CMS' RDS Center through RDS Secure Website support requests. Once logged into the RDS Secure Website, the "Request Support" option is available in the top navigation bar on every page. After selecting this option, users are directed to the Submit a Support Request to CMS' RDS Center page where they will be able to either submit a new request or view or reopen a previously submitted request.
To submit a request, users choose from a list of topics (for example, Annual Plan Application, Payment, or Cost Reporting), questions, and issues, and enter details for the request. CMS' RDS Center will respond to the request with an email within one business day.
Users are encouraged to keep the following information in mind when submitting a support request:
- Be as detailed as possible when submitting a request. The Provide Support Request Details box allows you to communicate the specifics of your issue. It's important to be detailed in your description to help ensure a thorough response.
- Keep your email address up to date to ensure you receive responses. Verify you have a valid email address in the RDS system. Refer to Manage User Information for step-by-step instructions to update your information in the RDS Secure Website. Additionally, make the necessary adjustments to your email account or contact your network administrator to ensure that emails sent from RDS email addresses are not blocked by any spam filters or Blocked Senders Lists.
- Know when to submit a new request versus reopen a previously submitted request. If you need further assistance with a previously submitted support request for which you have received a response, you may reopen it in the RDS Secure Website. If you need assistance with an unrelated topic or issue, submit a new request. For instructions to submit or reopen a support request, refer to Submit or Reopen a Support Request in the RDS User Guide, or visit Common Questions 100-31 through 100-33.
If you have questions or need additional information, contact CMS' RDS Center.