There are several reasons why you may not be able to recertify online, but the most common reason is the related to the link used to recertify. If you are attempting to verify your income through the CARE or FERA page, you will be looped back around to sign in. Instead, after logging into Your Account a red alerts banner will appear across the top; click "Show More" to open additional alerts. If income verification is required, you will see a message requesting you to submit the documents. Follow the steps through the link to complete your income verification.
If you have tried this option as well and are still unable to complete the process, it is possible that you are attempting to recertify too early (more than 60 days before your CARE or FERA enrollment expires) or too late (after your enrollment expiration date). If you are within 60 days of your enrollment expiration, and still cannot recertify online, call 1-800-743-5000 to resolve the issue.