TALON Help Center
Category: Troubleshooting | Printed:

Common Issues & Solutions

2 min read Published:
Quick solutions to the most frequent support requests and member problems with step-by-step fixes. This reference guide covers the top issues you'll encounter daily and provides proven resolution methods.

This reference guide covers the top issues you'll encounter daily and provides proven resolution methods for quick member support.

Critical Issues First

Always prioritize member safety and urgent access issues. If a member needs immediate medical care or has a time-sensitive healthcare need, escalate immediately while working on their platform issue.

Most Common Issues

Top Support Issues

Login & Password Problems

Members cannot access their account, forgot passwords, or experiencing authentication errors.

Example:

Quick Fix: Verify account status → Reset password → Check 2FA settings → Test login

No Search Results

Members are not finding providers or procedures in their search results.

Example:

Quick Fix: Check location settings → Verify insurance plan → Expand search radius → Try alternative terms

Price Discrepancies

Quoted prices don't match what the member was told or expected to pay.

Example:

Quick Fix: Verify plan details → Check deductible status → Explain estimate vs. actual → Provide cost breakdown

App Performance Issues

Slow loading, crashes, or features not working properly in mobile app.

Example:

Quick Fix: Check app version → Clear cache → Restart app → Update if needed → Switch to web version

Provider Not In Network

Member's preferred provider shows as out-of-network or not covered.

Example:

Quick Fix: Verify provider credentials → Check latest network updates → Explain network tiers → Find alternatives

Detailed Resolution Steps

Login & Password Problems Resolution
1
Verify Account Status
Check if the account is active, suspended, or needs verification. Look for any recent security flags or lockouts.
2
Password Reset Process
Guide member through password reset via email. Verify they're checking the correct email account and spam folder.
3
Two-Factor Authentication
If 2FA is enabled, help troubleshoot authenticator app or SMS issues. Provide backup codes if needed.
4
Test & Confirm
Have member attempt login with new credentials. Document resolution and provide tips for future password security.
No Search Results Resolution
1
Location Verification
Confirm the member's location settings are correct and their ZIP code is accurate in their profile.
2
Insurance Plan Check
Verify the member's insurance information is up-to-date and correctly entered in the system.
3
Search Parameters
Help expand search radius, try alternative procedure names, or broaden search criteria.
4
Alternative Options
If no results available, explain why and help find similar procedures or providers in nearby areas.

Pro Tips for Faster Resolution

  • Screen Share When Possible: Visual confirmation helps identify issues faster
  • Keep Common Solutions Handy: Bookmark frequently used reset links and troubleshooting pages
  • Document Patterns: Note recurring issues to help identify system-wide problems
  • Follow Up: Check back with members on complex issues to ensure resolution

When to Escalate

Escalation Triggers

Escalate immediately if:

  • Member reports a medical emergency or urgent care need
  • System-wide outages or technical failures affecting multiple members
  • Data security concerns or suspected account compromises
  • Insurance or billing disputes requiring specialized knowledge
  • Issues persist after following all standard troubleshooting steps
Escalation Procedures Finding Members Session Recordings
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Most Common Issues Detailed Resolution Steps When to Escalate

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