Submit or Reopen a Support Request

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This section provides step-by-step instructions to Submit a Support Request or Reopen a Support Request in the RDS Secure Website.

Note: If you need further assistance with a resolved support request, reopen the request and submit additional detailed information to help CMS' RDS Center process your request. If you need assistance with an unrelated topic or issue, submit a new support request.

Submit a Support Request

The option to submit a support request to CMS' RDS Center is available from the navigation bar on every RDS Secure Website page. To log in, review instructions to access the RDS Secure Website.

Once logged into the RDS Secure Website:

  1. Select Request Support in the navigation bar to proceed to the Submit a Support Request to CMS' RDS Center page.
    Select [Request Support] in Navigation Bar

On the Submit a Support Request to CMS' RDS Center page:

An * indicates a required field.

  1. *Select a topic from the Select a Topic dropdown menu.
  2. *Select a question/issue from the I Need Help With This Question/Issue dropdown menu.
  3. Enter the Application ID associated with your request.
  4. *Enter detailed information into the Provide Support Request Details box.

    Note: Do not include any Protected Health Information (PHI), as defined in the Health Insurance Portability and Accountability Act (HIPAA), or Personally Identifiable Information (PII).

  5. Select Submit to send your request to CMS' RDS Center and proceed to the Support Request Confirmation page. Select Cancel to proceed to the Plan Sponsor List with Application Summary page.

    Support Request Page

On the Support Request Confirmation page:

  1. Print this page for your records.
  2. Select Continue to proceed to the Submit a Support Request to CMS' RDS Center page.

     [Continue]

Note: To view a submitted support request, locate the request you want to view in the Previous Requests table on the Submit a Support Request to CMS' RDS Center page. Select View from the Actions dropdown menu, and select Go to proceed to the View Support Request page and review the details of your request.

Only the last five support requests are displayed in the Previous Requests table. To view or reopen requests beyond the last five requests, select View last 25 support requests.

 [View last 25 support requests]

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Reopen a Support Request

The option to submit a support request to CMS' RDS Center is available from the navigation bar on every RDS Secure Website page. To log in, review instructions to access the RDS Secure Website.

Once logged into the RDS Secure Website:

  1. Select Request Support in the navigation bar to proceed to the Submit a Support Request to CMS' RDS Center page.

    Select [Request Support] in Navigation Bar

On the Submit a Support Request to CMS' RDS Center page:

  1. Locate the resolved request you want to reopen in the Previous Requests table. Select Reopen from the Actions dropdown menu and select Go to proceed to the Reopen Support Request page.

    Submit Support Request Reopening

On the Reopen Support Request page:

An * indicates a required field.

  1. *Enter new detailed information into the Provide Support Request Details box.

    Note: Do not include any Protected Health Information (PHI), as defined in the Health Insurance Portability and Accountability Act (HIPAA), or Personally Identifiable Information (PII).

  2. Select Continue to reopen the request and proceed to the Support Request Confirmation page. Select Cancel to return to the Submit a Support Request to CMS' RDS Center page.

     [Continue]

On the Support Request Confirmation page:

  1. Print this page for your records.
  2. Select Continue to proceed to the Submit a Support Request to CMS' RDS Center page.

     [Continue]

Note: To view a submitted support request, locate the request you want to view in the Previous Requests table on the Submit a Support Request to CMS' RDS Center page. Select View from the Actions dropdown menu, and select Go to proceed to the View Support Request page and review the details of your request.

Only the last five support requests are displayed in the Previous Requests table. To view or reopen requests beyond the last five requests, select View last 25 support requests.

Submit Support Request Reopening

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