Frequently Asked Questions

It explains confusing insurance documents in clear, human language — and helps you understand costs, next steps, and what to ask.

EOBs, denial letters, medical bills, insurance letters, prior auth decisions, and benefit summaries.

No. DocumentDecoder provides educational explanations and templates only — it’s not medical or legal advice.

We aim to minimize sensitive data. Avoid uploading documents that include full identifiers (like SSNs, full member IDs, or full DOB).

DocumentDecoder is an educational tool and not a replacement for your insurer or healthcare provider.

Documents are stored temporarily so you can revisit them in your History tab. They can be deleted at any time by accessing your My Documents page and clicking "Delete".

Plus and Pro include more thorough analysis, cost breakdowns, red flags, and enhanced outputs. Pro also unlocks the appeal letter generator.

Pro can draft a professional insurance appeal letter based on your document and the generated explanation.

Try these steps:

• Make sure the file is a real PDF (not a photo saved as PDF).
• Try a smaller file or a different PDF export.
• If it’s scanned, try copy/pasting the text version instead.

Refresh the page and try again. If it happens repeatedly, try pasting the document text instead of uploading, or use a smaller excerpt.

Magic links can expire. Request a new login link and make sure you’re opening it on the same device/browser.

Log out and log back in with your magic link. Your subscription tier is applied on login. If it still looks locked, contact support and include the email you used at checkout.