Help Center

You can upload any healthcare-related document: Medicare Summary Notices (MSN), Explanation of Benefits (EOB) from Medicare or private insurance, medical bills, prescription drug statements, prior authorization letters, and Medicare Advantage plan documents. PDFs and photos (JPG, PNG, WebP) both work. Maximum file size is 20 MB.

Most documents are decoded in 20 to 60 seconds. Complex multi-page documents can take up to 2 minutes. You'll see a progress message while it's working. The page will update automatically when it's done, no need to refresh.

For every document you'll get: (1) A plain-English summary of what the document is and what it means, (2) A checklist of actions you need to take, (3) Important dates and deadlines to watch, (4) A breakdown of each section in simple terms, and (5) Contact information for anyone you might need to call.

Yes. Your documents are encrypted at rest and in transit using 256-bit SSL. Only you can access your documents. We never share them with insurers, employers, or anyone else. You can delete any document from your document history at any time.

Your decoded document will include a step-by-step checklist. For billing errors, this typically includes: (1) Contact the billing department using the phone number on your statement, (2) Request an itemized bill if you don't already have one, (3) Compare the charges to your Explanation of Benefits (EOB), (4) File an appeal if the error isn't resolved. Your decoded document will include the specific contact information.

You answer a few questions about your situation: your state, household income, insurance coverage, household size, and whether you have a disability or are a veteran. We then check your profile against federal programs (like Medicare Extra Help and SNAP) and your specific state's programs. You get a list of programs you likely qualify for, with confidence levels and instructions on how to apply.

All 50 states plus Washington D.C. are covered. We check both federal programs that are available nationwide and programs that are specific to your state.

Federal programs include Medicare Extra Help (LIS), Medicare Savings Programs (MSP), SNAP (food assistance), LIHEAP (utility assistance), and more. State programs include pharmaceutical assistance programs, Medicaid expansion, property tax relief, and many others that vary by state.

Our benefit rules are regularly updated to stay current with state program changes. However, program rules can change. Always verify eligibility directly with the program administrator before applying. Our assessment is a starting point, not a final determination.

Yes. Use the Refresh Results button on the Benefits page anytime. If your income, household size, or insurance status has changed, update your profile in Account settings first, then run a new search.

The Care Team is a group of six AI specialists available to you any time inside the app. Each one is focused on a different area: benefits, medications, billing and appeals, wellness, and family caregiving. Cara is the lead — she knows the whole app and can guide you to exactly the right person or page for whatever you need.

Cara is your lead Care Concierge. She is your first stop for any question. She knows every feature in SolveCare360, understands what each team member specializes in, and can proactively surface things that need your attention — like an approaching deadline, a refill due soon, or a benefit you haven't enrolled in yet. Start with Cara if you're not sure where to begin.

Benny is the Benefits Guide — Medicare, Medicaid, SNAP, Extra Help, and more. Maya is the Medication Companion — she tracks your medications and explains what each one is for in plain language. Alex is the Bill and Appeals Advocate — confusing bills, denial letters, the appeals process, and Medicare scams. Serene is the Wellness Companion — emotional support, stress, and caregiver burnout. Grace is the Family Bridge — for adult children managing healthcare for an aging parent.

Open the Care Team from the main menu, or click the 'Ask [Name]' button that appears at the bottom of each feature page — it automatically shows the most relevant expert for that section. You can also ask Cara for anything and she'll direct you to the right person if needed.

The Care Team assistants are given context about your situation — such as your active medications, upcoming deadlines, and benefits status — so they can give you relevant, personalized guidance without you having to repeat yourself. They do not share your information with anyone outside the app.

Go to Medications in the main menu and click 'Add Medication.' Enter the name, dosage, frequency, and refill date. You can add as many medications as you take. Your medications are encrypted and only visible to you.

When you add a medication, enter the date your prescription needs to be refilled. Your Health Overview and Medications page will highlight any medication with a refill date within the next 14 days so you never miss a pickup.

Maya is your Medication Companion on the Care Team. She can explain what each of your medications is generally used for in plain language, help you make sense of a complex medication list, and remind you about upcoming refills. She does not provide medical advice or recommend changes to your dosage — for clinical questions, always talk to your doctor or pharmacist.

Possibly — if you take three or more medications, you may qualify for Extra Help (also called the Low Income Subsidy). This is a federal program that can significantly reduce your prescription drug costs under Medicare Part D. Run a benefits search or ask Benny to check your eligibility.

If Medicare or your insurance company denied a claim, the Appeal Letter Generator helps you write a professional appeal letter. You describe what happened — what was denied and why you believe it should be covered — and the app generates a complete, ready-to-send letter. Go to Appeal Letters in the main menu to get started.

You can appeal any Medicare or insurance denial: services that were considered not medically necessary, medications not covered under your plan, out-of-network charges you believe should be covered, and prior authorization denials. If something was denied and you believe it was wrong, it is almost always worth appealing.

For Original Medicare, you generally have 120 days from the date on your Medicare Summary Notice (MSN) to file an appeal. For Medicare Advantage, you typically have 60 days from the denial notice. Time limits vary by plan and situation — act as soon as possible and do not wait. Alex on the Care Team can help you understand your specific timeline.

After decoding a denial letter in the Document Decoder, your decoded summary will include a step-by-step action checklist. If an appeal is recommended, click 'Write an Appeal' to go directly to the Appeal Letter Generator with context from the document already available.

Scam Check lets you describe a suspicious letter, phone call, email, or text message and get an instant assessment of whether it looks like a scam. The tool is trained on common Medicare and healthcare fraud patterns and tells you whether it's likely safe, worth being cautious about, or a high-risk scam — along with exactly what to do next.

The most common ones: callers claiming to be from Medicare asking for your card number or Social Security number (Medicare never calls you unsolicited); offers of free medical equipment in exchange for your Medicare number; bills for services or equipment you never received; fake insurance cards sent in the mail asking you to call a number to 'activate' them; and genetic testing offered at health fairs that bill Medicare without your consent.

Don't call back any number the caller gave you — look up the organization's official number yourself. Never give your Medicare number, Social Security number, or bank information to someone who contacted you. Report it to 1-800-MEDICARE (1-800-633-4227) or the Senior Medicare Patrol at 1-877-808-2468. You can also ask Alex on the Care Team for step-by-step guidance on what to do.

Yes. Every check you run is saved in your Scam Check history so you can refer back to it. Your Health Overview also shows a summary of your most recent check result.

The Emergency Binder is a printable PDF that contains your complete health summary in one place: your medications, insurance information, emergency contacts, provider details, and any other important health information. It is designed for first responders, hospital staff, and family caregivers who need to understand your situation quickly.

Go to Emergency Binder in the main menu and click 'Generate Binder.' The app compiles your profile information, medications, and contacts into a formatted PDF. You can print it and keep a copy at home, in your car, or share it with a trusted family member.

We recommend regenerating your binder every 90 days, or whenever something important changes — a new medication, a new doctor, or updated insurance. Your Health Overview will flag your binder as out of date if it hasn't been regenerated in 90 days.

You can share your printed binder with anyone you choose. For digital access, you can invite a trusted family member through Family Circle (in your Account settings), which lets them view and help manage your health information in the app.

The app tracks health and insurance enrollment deadlines that matter most for seniors: Medicare Open Enrollment (October 15 to December 7 each year), Medicare Advantage and Part D plan changes, Medicaid renewal dates, appeal filing windows, and any personal deadlines you add. Overdue deadlines are highlighted in red.

Yes. In the Deadlines section, click 'Add Deadline' and enter the name, date, and any notes. You can add anything — a doctor's appointment reminder, a medication renewal date, or a form you need to file.

Medicare Open Enrollment runs from October 15 to December 7 each year. During this time you can switch from Original Medicare to Medicare Advantage (or back), change your Medicare Advantage plan, or change your Part D prescription drug plan. Changes take effect January 1 of the following year. Missing this window means you typically have to wait another full year.

Your most sensitive health data — medications, decoded documents, appeal letters, care conversations, and emergency binder information — is protected with AES-256-GCM envelope encryption. Each individual record gets its own unique 256-bit data encryption key (DEK) generated fresh at the time of save. That DEK is itself encrypted by a separate master key before being stored, so even your encryption keys are never stored in plaintext. The plaintext DEK is zeroed from memory immediately after use. AES-256-GCM also includes an authentication tag that detects any tampering with the stored ciphertext.

Decryption happens exclusively on our servers — your encryption keys and plaintext health data are never sent to your browser or stored on your device. Within SolveCare360, internal access to user data is restricted on a need-to-know basis. Your uploaded documents are sent to Anthropic's Claude API for analysis (Anthropic does not use API inputs to train models). No other third party sees your health data. We never share it with insurers, Medicare, employers, or any marketing company.

Because each record is encrypted with its own unique key, a breach of raw database rows would not expose readable health data — the attacker would also need the master encryption key, which is stored separately in our hosting environment and never in the database itself. Additionally, a compromise of one record's DEK does not expose any other record, since every record has a completely independent key.

The Free plan includes 3 document decodes and unlimited benefits searches. No credit card required. It's a genuine way to try SolveCare360 and see if it helps before committing to anything.

Go to Account → Billing & plan, then click Upgrade. You'll see the plan options and be taken to a secure checkout page. Upgrades take effect immediately.

Yes, anytime. Go to Account → Billing & plan → Manage billing. This opens the Stripe billing portal where you can cancel, change your plan, or update your payment method. If you cancel, you keep access through the end of the billing period — no partial charges.

Your profile (state, income, insurance status, household size) is what the Benefits Finder uses to find programs you qualify for. The more complete your profile, the more accurate your results. You can update it anytime in Account settings.

On the login page, click 'Forgot password?' and enter your email address. You'll receive a password reset link within a few minutes. Check your spam folder if it doesn't arrive.

Yes. Go to Account → Family Circle and invite a trusted family member by email. Once they accept, they can view and help manage your medications, benefits, deadlines, and documents. This is designed for adult children or caregivers who are helping manage healthcare for a parent or loved one.

Email us at help@solvecare360.com with the subject 'Delete my account' and we'll permanently delete all your data within 5 business days.