What users hate. Clustered.

1- and 2-star reviews fed into NVIDIA NIM gpt-oss-120b, grouped into themes with verbatim examples. Each cluster is a wedge a competitor could exploit.

93 reviews·8 themes

Login Issues
Users are experiencing difficulties logging into the app
23
reviews
- “Will not login — Using iPhone Pro 16 with up to date software. No matter what I do, the app will not allow me to login.”
- “Horrible can’t login — Horrible can’t login problem after problem and I have a brand new iPhone so there’s no excuse!!”
- “App won’t let me login — I loved this app, but now I can’t login it won’t let me !”
App Freezes/Crashes
The app freezes or crashes when trying to upload documents or perform other tasks
25
reviews
- “App freezes — App freezes when uploading documents. I’ve uninstalled and re installed the app over and over trying to upload docs using this app?”
- “Doesnt work — Tried uploading a document. This ap only allows for uploads of photos, so i tried taking screencaps of my documents, which the ap would not accept.”
- “Frustrating app — I’ve been trying to upload documents and the app freezes every time.”
Document Upload Issues
Users are having trouble uploading documents to the app
20
reviews
- “Cannot Upload Documents — After multiple attempts the app will not allow me to upload any documents.”
- “Upload documents — I click on upload documents and nothing happens.”
- “Document upload — Does not work whatsoever”
App Not Working as Expected
The app is not functioning as intended, with features not working or missing
15
reviews
- “App doesn’t work — This app doesn’t work anymore , haven’t been able to see my benefits balance and documents”
- “Useless — I thought this was gonna be an app where I could see what kind of procedures are covered under my health plan and be able to look up places that except my insurance.”
- “App is non responsive after update — As soon as I updated the app it doesn’t work and customer service has been unable to resolve the issue.”
Benefits/Information Not Available
Users are unable to access their benefits or other important information through the app
10
reviews
- “No Quest Card activity — Idk what happened but you can’t see your quest card any more at all”
- “Benefits won’t load — My access won’t let me view my EBT benefits”
- “App will not show me my benefits, can’t get anyone to tell me how to fix.”
Poor User Interface/Experience
The app's user interface is poorly designed, leading to a frustrating user experience
5
reviews
- “Terrible app — User Interface makes it a nightmare to use this app.”
- “Useless Waste if Data and Space — How is it that they paid someone to create an app to “make it easier to pay premiums” and you can’t even access your premiums.”
- “Lame excuse for an app — How am I supposed to submit anything on the app if it won’t even download to my phone”
Update Issues
Users are experiencing problems after updating the app
5
reviews
- “Update not working — I just downloaded this yesterday and now I go to login but it says new version and I must update to use but when I hit update there is no way to update it.”
- “Newest version — New update: doesn’t let me use the app. Says to update to newest version, and it already is updated.”
- “Stopped working completely — It won’t let me log in at all. Keeps telling me to update to the newest version which it is already!”
Customer Service Issues
Users are having trouble getting help from customer service
5
reviews
- “My Access app malfunction, customer service inadequate — When attempting to enter My Access app, login buffers once then does nothing.”
- “Fix your app and website — We cannot pay online and support doesn’t help me whatsoever when i call.”
- “Service — This app is worthless, doesn’t recognize case numbers. Doesn’t allow you to log in. I’ve called the customer service and still got no where.”

First load takes ~60–120s. Cached after.