Managing credentials on Fay

To see patients on Fay, you must maintain active credentials. Specifically, all providers are required to have:

If either of these credentials expires or becomes invalid, you will receive a notification from Fay. While your credential is inactive, you may be unable to see patients until it has been updated and approved.

You can upload or update your credentials at any time by:

Once updated, our team will review your documentation. Verification timelines can vary, and you'll receive an email once your credential has been reviewed and approved.

If expired, how do I renew?

You can renew in your myCDR account.

I've renewed my CDR already, but it's not showing up in my Fay profile.

It may take some time for us to process and verify your updated CDR. Submitting proof of renewal in the meantime will keep your CDR status from blocking your practice while we complete verification.

Once renewed: check the attestation box under the Credentials section and upload a screenshot or receipt of renewal as proof. Once verification is complete, your Fay profile will update automatically.

Our system automatically refreshes your CDR expiration date based on the CDR's website. Please allow up around 2 business days for the data to refresh.

If your Professional Liability Insurance is rejected or you're having trouble uploading it, check the information below.

My PLI coverage doesn't meet the required limits

Check your Certificate of Insurance (COI) to confirm your coverage amounts.

Fay requires minimum coverage of:

If your coverage is below these limits, contact your insurance provider to increase your coverage.

My insurance is Commercial Liability, not Professional Liability

Fay requires Professional Liability Insurance (PLI), also called Malpractice Insurance. Commercial General Liability (CGL) or other general business insurance does not satisfy this requirement. Check your COI to confirm it specifically lists Professional Liability coverage. If it doesn't, contact your insurer to obtain the correct policy.

My insurance is not active / renewing soon

Fay requires active Professional Liability Insurance at all times. Please renew your policy before it expires to avoid a lapse in coverage — a gap in active PLI can affect your ability to see clients on Fay.

I've renewed my PLI, how do I submit it?

You can submit your new PLI in the Credentials section under Settings.

Why is my PLI still pending review?

Our Credentialing Team reviews each policy to make sure it meets insurance standards. Please allow 3–5 business days for the review. You'll be notified once verification is complete.

How do I add my state license?

You can add your state license in the Credentials section under Settings. Once verified, the state will be automatically added to your Fay profile.

I've renewed my state license, what should I do?

You can retrigger verification next to your state license. No upload is required. Fay automatically verifies from the licence number. If the record still looks stale, click on "re-verify" to recheck your record.

My license is still valid, but it's showing up as expired / could not be verified.

If the record still looks stale or incorrect, click on "re-verify" to recheck your record.

How long does state license verification take? Why is my expiration date not updated?

Verification typically takes less than 5 business days. Some states — Arkansas, for example — have been experiencing longer lead times.

Why do I have states where I'm not licensed in on my Fay profile?

Your CDR credential allows you to see patients in certain states without a state license. Adding additional state licenses unlocks states where a state license is required.

Why do I need to add a Virginia license?

Virginia does not require a state-specific license to practice, so you’re able to practice in Virginia using your CDR license.

To credential you with BCBS Virginia, our Credentialing Team will need to add Virginia as a credentialing state and list your CDR license as your Virginia license.

In CAQH, your practice states reflect the states where you’re qualified to see patients. Your practice location address reflects the Fay credentialing address associated with your practice in that state. Both are required by insurance companies to ensure you can enter and remain in-network.

My Fay account has been paused. How do I restore it?

Your account is paused when we can't verify an active professional liability insurance (PLI) policy or Commission on Dietetic Registration (CDR) credential. Your pause notification email will tell you which one needs to be updated.

To restore your account:

Once you've submitted, here's how long verification takes:

Your account will be restored once everything is verified. While your account is paused, you'll still have access to Payouts, Settings, and Chat.

Uploading your policy to CAQH doesn't update it on Fay. Even if your policy auto-renews, you'll need to upload the new one here.

If you've uploaded updated credentials and believe they meet the requirements but are still experiencing issues, please contact [email protected] for assistance. Our team can help review your submission and explain any additional requirements.