On the evening of October 16, 2026, we switched our eSignature flow from the new version back to the “classic” version.
We made this change based on agent feedback: the new version was confusing for clients, and the classic version is much simpler for them. See a tour of the classic eSignature flow here.
This change makes signing much easier for your clients, but because of the switch, any eSignature links sent on October 15 or 16 that your clients hadn’t finished yet will need to be resent.
What happened
If you sent a client an eSignature link between 12:01 AM ET on October 15 and 11:05 PM ET on October 16, 2026, and your client hadn’t signed and submitted the application before the switch, that link no longer works. If your client opens it now, they’ll see a page that keeps loading.
Links sent before October 15 or after the switch on October 16 are not affected.
Applications your clients already signed and submitted are also not affected.
How to tell if your clients are affected
For any agents who started an enrollment on Oct 15 or 16 and didn't submit it, we emailed them on the morning of Oct 17. If you didn't get that email, then none of your clients are affected. If you did get that email:
Reference the list of potentially affected clients in the email that was sent to you.
Open each client’s Contact Profile and look at their applications.
If an application from those dates still has a status of "Enrollment started" as shown below, that means it hasn’t been submitted. If you sent the client an eSignature link for it, you’ll need to send a new one.
How to send a new eSignature link
It only takes a minute, and everything you entered is still saved.
Go to the client’s Contact Profile, find the application, and click Resume.
That takes you to the Plan Detail page. Click Enroll in the top left.
Choose eSignature and continue.
Click through the application. All of your answers will already be filled in.
On the last page, click Send to Beneficiary at the bottom.
Your client will get a new link that works, using the simpler classic signing flow.
Frequently asked questions
Do I need to fill out the application again?
No. All of your answers are saved. Just to click through the pages and send it again.
My client already signed. Do I need to do anything?
No. If your client submitted the application, it went through and isn’t affected.
My client says their link just keeps loading, why?
That’s an old link from Oct 15 or 16. Follow the steps above to send them a new one.
Will this happen again?
No. This was a one-time side effect of switching back to the classic flow.
Need help?
Contact support at medicare-agents@healthsherpa.com, or call (855) 521-4984. You can also book a 1-on-1 help session.