Hello! I see you’re encountering the message “We’re not able to confirm your identity” on Your Texas Benefits, and it says to answer some questions but no questions actually appear. That must be tricky. To help you better, could you tell me if this happens right after you log in or when you try to access a specific part of the site? Also, are you using the Your Texas Benefits app or the website on your iPhone browser?

Meanwhile, here are a few troubleshooting steps tailored for your iPhone (iOS 18.4.1):

1. Clear your browser cache and cookies: Sometimes old data can cause pages not to load correctly. On Safari, go to Settings > Safari > Clear History and Website Data.

2. Try using a different browser app if possible, like Chrome or Firefox, just to see if the problem persists.

3. Check for any app updates if you use the Your Texas Benefits app, and update if one is available.

4. Make sure your device’s date and time settings are set automatically. If there’s a mismatch, it may cause issues with identity verification.

If you have already done these or the problem continues, sometimes this message happens when the identity verification process via the website or app is temporarily broken or the questions fail to load due to a server issue.

If that’s the case, I recommend contacting Your Texas Benefits customer support directly. You can call 2-1-1 or 877-541-7905 (press 2 after language selection), where a representative can assist you, possibly with alternative verification steps like mailing ID copies if needed1 2.

Would you like help with any of the steps above or guidance on contacting support?

I can log on and see some information, see a recent application, but doesn’t show status. Has the box showing confirm identity to get more information.. but won’t allow me to confirm. I’ve tried on website from phone as well as the app. I’ve tried deleting browsing cashe etc

Thanks for sharing those details. Since you can log in and see some info but the status doesn’t show and the “confirm identity” box won’t let you complete the verification—even after clearing cache, using both the website and app on your iPhone—it sounds like the identity confirmation system isn’t properly loading the verification questions for you.

Here are a few next steps you can try:

1. Wait and Retry Later: Sometimes there can be temporary issues with the identity verification service that get resolved after some time (24-48 hours). Giving it some time before trying again might help.

2. Use a Different Network: If possible, switch from your current Wi-Fi or cellular connection to another network. Occasionally, network restrictions or firewall settings can block certain content from loading.

3. Contact Your Texas Benefits Support: Since this issue appears persistent despite standard troubleshooting, the best approach is to contact Your Texas Benefits support directly. They can assist you with verifying your identity through alternative methods, such as mailing in copies of your ID and documents.
- You can call 2-1-1 or 877-541-7905 (select option 2 after language selection).
- Visit an HHSC benefits office if convenient.
- Or email [email protected] explaining the problem.

Given the situation, direct support will likely be the fastest way to get your identity confirmed and see your full application status1 2.

Would you like me to help draft an email to support or guide you through what to say when calling?

Yes please help with an email or what to say

Certainly! Here’s a clear and polite email template you can send to Your Texas Benefits support explaining the identity confirmation issue:

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Subject: Unable to Confirm Identity for Application Status Access

Dear Your Texas Benefits Support Team,

I hope this message finds you well.

I am currently experiencing an issue with confirming my identity on the Your Texas Benefits website and app. When I attempt to complete the identity verification step to view my application status, I receive a message stating, “We’re not able to confirm your identity.” It prompts me to answer a few questions, but no questions appear for me to answer.

I have tried the following troubleshooting steps with no success:
- Clearing browser cache and cookies
- Using both the app and website on my iPhone (iOS 18.4.1)
- Trying on different networks
- Restarting my device

Because of this, I am unable to view the full status of my application or complete necessary steps.

Could you please assist me in resolving this issue or guide me on alternative ways to verify my identity?

Thank you very much for your help.

Best regards,
[Your Full Name]
[Your Date of Birth]
[Your Case or Application Number, if available]
[Your Contact Phone Number or Email]

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If you prefer to call, you can say something like:

“Hello, I’m having trouble confirming my identity on the Your Texas Benefits website and app. When prompted to answer verification questions, none appear, so I can’t complete the process or see my application status. I’ve tried clearing my cache and using different devices, but still face the issue. Could you help me verify my identity and access my case status?”

If you want, I can help you customize the email further or guide you on next steps to take after you reach out.

Would you like me to help with that?

Thank you, I appreciate your help

You’re very welcome! I’m glad I could assist you. If you need any more help with Your Texas Benefits or anything else, just let me know. Have a great day!