Email support@benefitsdecoder.com. It reaches a person rather than a queue, and there is no ticket number to quote back at anyone.
Benefits Decoder has no accounts and no names, so we cannot look your report up from an email address. If something went wrong with a decode, tell us what you were trying to do and what happened instead. If you paid, the receipt Stripe emailed you is the only reference we can match against.
Scanned or image-only PDFs cannot be read. If your guide is a photograph of a page, or a scan with no selectable text, there is nothing for the decoder to extract.
Two things work instead. Paste the text directly from your benefits portal, or type the plans in using the guided form, which asks for the numbers field by field. Both produce the same report.
Some enrollment brochures name the plans and leave the figures out. That is common, and it is not something the decoder can work around — the arithmetic needs premiums, deductibles and out-of-pocket maximums.
Ask HR for the Summary of Benefits and Coverage. It is a standard document every plan has to produce, and it contains what is missing. Your unlock covers the re-run, so you are not charged again for going back with a better document.
One payment of $24 covers you and your spouse — both benefits guides — plus re-runs. There is no per-plan or per-guide charge, and no limit you are likely to reach in a single enrollment season.
Re-runs matter more than people expect. The plan that wins at light use often loses at heavy use, and HR frequently sends a better document a week after the first one.
Your report is stored in your own browser, not on our servers. If you cleared your browser data, it is gone, and we cannot recover it.
That is a real cost of the way this is built, and it is worth being plain about: we keep no copy of your report, which is exactly why we cannot produce one. The same design is why we never had your name or your benefits guide in the first place.
What you can do is re-run the decode. The unlock covers it.
Payment is handled entirely by Stripe. We never see your card number — what reaches us is an anonymous checkout code confirming payment, which is what lets a paid decode be re-run.
If you were charged and did not get access, email us with the Stripe receipt. That receipt is the only thing that ties a payment to a session, so it is worth keeping until you have your report.
Questions about offering this to employees go through a different route, because the answer usually involves volume and timing rather than troubleshooting.