User Instructions

Expert User Instructions

Instructions Word PDF
Access Claimant's Electronic Folder Word PDF
Track Status of Submissions Word PDF
Pick Up Files Word PDF

FAQ

Frequently Asked Questions

Electronic Folder Access Questions

Which Internet browsers are compatible with ERE? Where can I find instructions for sending a document using the Electronic Records Express website?
We designed Electronic Records Express to work with commonly used browsers like Internet Explorer for Windows, Firefox for Windows and Mac, Safari for Windows and Mac, and Chrome for Windows and Mac. For best results, we highly recommend that your browser have JavaScript enabled in your computers preferences. Also, be sure that your browser is up-to-date; Firefox and Chrome frequently send out updates.

If you are experiencing technical difficulties with ERE, you should first check the security or preference settings for your browser. For further assistance, please send an email to ODAR.ERE.Expert.Support@ssa.gov .
NOTE: Microsoft EDGE is not a supported browser.
Will I be notified if the ERE website will be unavailable? Will I be notified if the ERE website will be unavailable?
Alerts about ERE system availability will be posted directly to the ERE home page. You may also subscribe to alerts via Social Security Online by clicking on the Receive ERE Systems Alerts via Email link on the ERE home page.
Is using ERE for online access secure? Is using ERE for online access secure?
Yes, your account is protected by your confidential Username and password combination.
Is there a time limit for using ERE? Is there a time limit for using ERE?
  1. After twenty-five (25) minutes of website inactivity, we will ask if you want to continue using the website. If you do not respond within five (5) minutes, we will automatically log you off.
  2. All ERE customers are automatically logged out of the website two (2) hours after logging in. If you want to continue using ERE after you have been logged out, you must go to the sign-in page and reenter your Username and Password.
Where can I find instructions for using my Social Security? Where can I find instructions for using my Social Security?
Instructions for my Social Security are available at www.ssa.gov/myaccount/
Where can I find instructions for using ERE? Where can I find instructions for using ERE?
Specific user guides can be found in “User Resources” link on all screens in ERE.
Why was I denied access to a claimant's eFolder? Why was I denied access to a claimant's eFolder?
You may receive an error message for several reasons:
  • You may have entered the wrong social security number (SSN)
  • The case may not be at the Hearing level (only cases at the Hearing level can be viewed)
  • The case may have closed at the Hearing level
  • You may not be the Expert assigned to the case
  • The case could be a paper case
For additional help, send an email to ODAR.ERE.Expert.Support@ssa.gov . We find it helpful if you include a screen shot of any error message you receive. Do not include SSNs in your email correspondence.
Why was I suspended when I tried to access a claimants eFolder? Why was I suspended when I tried to access a claimants eFolder?
We automatically suspend your ERE access if you have ten (10) unsuccessful attempts when entering a claimant SSN. Once suspended, you will have to wait twenty-four (24) hours for your account to be unblocked.
NOTE: To prevent your ERE access from being suspended, send an email to ODAR.ERE.Expert.Support@ssa.gov after three (3) unsuccessful attempts. We will investigate the reason for the error messages. Do not: include SSNs in your email correspondence.
Once my access has been reinstated, will my next failed attempt suspend me again? Once my access has been reinstated, will my next failed attempt suspend me again?
No, this restarts the clock and the count for failed attempts, which is ten (10) within a twenty-four (24) period.
Can I access any case pending with Social Security? Can I access any case pending with Social Security?
No, you can only view cases assigned to you at the Hearing Office.
How will I know when my downloads are available? How will I know when my downloads are available?
An email will be sent to you when your documents are ready to “pick-up.”
What should I do if I don't receive the downloads I requested? What should I do if I don't receive the downloads I requested?
If it has been more than forty-eight (48) hours since you requested downloads, we recommend you take the following steps:
  1. Go into Pick Up Files and check the status of the downloads.
  2. If the status is Failed or Processing, you must request them again. If the files remain unavailable after a second attempt at downloading, please contact ODAR.ERE.Expert.Support@ssa.gov for assistance.
What should I do if my download is not on the Pick Up Files listing? What should I do if my download is not on the Pick Up Files listing?
ERE retains downloaded files for seven (7) days once they are ready for Pick Up. You will need to request these files again if they are no longer available.
Will the files disappear if I was interrupted during a download? Will the files disappear if I was interrupted during a download?
No, once you begin the file download process, the download process will continue in the background until completed. Once you start the download process, the files remain available in Pick Up Files for twenty-four (24) hours.
What is stored in a ZIP File? What is stored in a ZIP File?
The ZIP File contains the documents, an index page describing them, and some additional help files.
How do I view the documents I have requested in a ZIP file? How do I view the documents I have requested in a ZIP file?
After extracting the files and saving to your computer, open the Index.html.The Index mirrors the claimant's Exhibit List. Select the Document Name you want to view. The link will take you directly to an image of the document.
I uploaded a file into the eFolder and received tracking information. I was later contacted and informed that the file had not been received. What happened? I uploaded a file into the eFolder and received tracking information. I was later contacted and informed that the file had not been received. What happened?
The tracking information screen verifies that the file(s) was successfully uploaded to the Social Security web server. However, after the file is uploaded, it must go through a virus scan and a file conversion process (converted to a TIF file in order to conform to our storage format). Occasionally an uploaded file will not process and we will contact you and ask that you upload the document again.
Can I add files to a claimant's folder while I am accessing their record? Can I add files to a claimant's folder while I am accessing their record?
Yes. Use the Upload New File button at the bottom of the screen next to the Download button.
I uploaded files into the eFolder several days ago and they are not in the Exhibit List section yet. Should I submit them again? I uploaded files into the eFolder several days ago and they are not in the Exhibit List section yet. Should I submit them again?
First, check the status of your submission by using the Track Status of Submissions feature on the ERE home page.
  • If 24 hours has passed since you uploaded the file and the status shows the file is Processing, contact the Hearing Office handling the case.
  • If the status is Sent but the file is not in the eFolder, contact the Hearing Office handling the case.
  • If the status is Error, view the submission details for more information. The file you tried to upload may be password protected or there may be a virus associated with the file.
Whom do I notify if I have problems while trying to upload a file? Whom do I notify if I have problems while trying to upload a file?
If you received an error message while uploading a file, we recommend that you save a screen shot and email it along with your contact information to our help mailbox ODAR.ERE.Expert.Support@ssa.gov . Please DO NOT include SSNs in your email.
What does the Track Status of Submissions feature allow me to do? What does the Track Status of Submissions feature allow me to do?
This feature allows you to view the status of files you uploaded to claimants' eFolders.

PWD

Electronic Records Express (ERE) Tips for People with Disabilities


  1. Important text information appears after headings on the page. Please take the time to read this information.

  2. When you Sign Out of this application, for your security, please log out and close all Internet windows.

  3. If you are an account manager, please note that there are two buttons below the confirmation message for account updates and password reset. The buttons are “Yes [take action]” and “Cancel [No].”

  4. Instructional text follows the heading ‘Attach and Upload Files’:
    • A maximum of 10 files can be added and all files must total less than 50MB.
    • File types accepted: .wpd, .doc, .docx, .txt, .xls, .xlsx, .pdf, .rtf, .tiff, .tif.
    • Please do not upload password-protected files because they cannot be processed.
  5. Holding down the Ctrl key will give the sighted user all the available hot keys on the current page.

  6. When a file is deleted from the list of attached files, the program will return to the Attach and Upload Files section header. The user should tab to review the files in this section.

Close this window to return to the application.