Support & FAQs

If you're unable to log in, try the following steps in order:

• Reset your password — click “Forgot password?” on the login screen. A reset link will be emailed to your registered address within 2 minutes.
• Check your email address — ensure you're using the email address associated with your account, not a personal alias.
• Check for SSO — if your firm uses Single Sign-On, you must log in through your organization's identity provider.
• Clear browser cache — stale session data can cause login failures. Try again in an incognito window.
• Account locked — after 5 failed attempts, accounts are temporarily locked for 15 minutes.

If none of the above resolves the issue, submit a support ticket below and include your registered email address.

User management is handled by your firm's designated Account Administrator. To add or remove team members:

• Navigate to Settings → Team Members
• Click Invite User and enter their work email and assigned role (Analyst, Broker, or Admin)
• The invitee will receive an activation email valid for 48 hours
• To remove a user, click the three-dot menu next to their name and select Deactivate

Seat limits depend on your subscription tier. If you've reached your limit, upgrade your plan before adding new users.

The Add PBM button becomes inactive when one or more conditions are not met:

• RFP not yet saved — click Save Draft first before attaching PBM proposals.
• Maximum PBMs reached — Bronze tier supports up to 3 PBM proposals per RFP. Upgrade for unlimited comparisons.
• Missing required fields — the RFP must have a client name, effective date, and benefit year.
• Insufficient permissions — Analyst-role users cannot create or modify RFP records. Contact your administrator.

If the button remains greyed out after checking the above, try refreshing the page. If the issue persists, contact support with your RFP ID.

Our document parser supports PDF, Word (.docx), and Excel (.xlsx) formats up to 50MB. Common reasons for failures:

• Scanned PDFs — image-only scans cannot be parsed. Use OCR software to convert to a searchable PDF first.
• Password-protected files — remove document passwords before uploading.
• Non-standard formatting — heavily customized Excel templates with merged cells or macros may parse partially.
• File size — files over 50MB must be split or compressed before uploading.

If a document parses with missing data, you can manually override any extracted field inline within the proposal editor.

Your analysis results are broken into three primary views:

• Scorecard — the overall weighted score (0–100) for each PBM, with drill-down by category (Pricing, Formulary, Clinical, Service)
• Comparison Matrix — a side-by-side table of all extracted proposal terms with red/amber/green indicators
• Savings Model — projected annual savings under each proposal based on your uploaded utilization data

To export, click Export Report in the top-right of the analysis view. Choose between a client-facing PDF or a full Excel data export. If specific numbers appear unexpected, check that your utilization data was uploaded under RFP → Client Data.

The savings model requires client utilization data to generate projections. Common causes:

• No utilization file uploaded — navigate to RFP → Client Data → Upload Utilization and upload a claims file.
• Utilization data not linked — open the file manager and confirm the status shows Linked.
• Missing pricing inputs — if any PBM's AWP discount or dispensing fee fields are empty, the model cannot compute savings for that proposal.

Note: The savings model is available on Silver and Gold plans. Bronze users see projected savings ranges based on market benchmarks only.

The white-label client portal is currently in development and scheduled for release in Q3 2026. In the meantime, you can share results with clients by:

• Exporting a branded PDF report via Export → Client Report PDF
• Generating a time-limited shareable link (Gold plan only) via Share → Create Link

To be notified when the portal launches, enable notifications under Settings → Notifications → Product Updates.

Yes — scoring customization is available on Silver and Gold plans. You can adjust weights across four categories: Pricing Transparency, Formulary Design, Clinical Programs, and Service & Reporting.

To configure a custom template:

• Go to Settings → Scoring Templates → New Template
• Use the slider interface to assign percentage weights to each category (must total 100%)
• Save the template and apply it to any RFP

Templates can be shared across your team and set as the firm default.

Subscription changes can be made at any time by your Account Administrator:

• Upgrade — go to Settings → Billing → Change Plan. Upgrades take effect immediately and are prorated.
• Downgrade — takes effect at the end of your current billing period. Features that exceed the lower tier's limits become read-only.
• Cancel — go to Settings → Billing → Cancel Subscription. You retain access through the end of your paid period. Your data is available for export for 30 days after cancellation.

Annual subscribers who cancel within the first 14 days may be eligible for a prorated refund. Contact billing@rxcontractiq.com for refund inquiries.

Native integrations with broker management platforms are on our 2026 product roadmap. Currently planned integrations include BenefitPoint, Zywave, and Salesforce Health Cloud.

In the meantime:

• Client and utilization data can be uploaded via CSV or Excel using our standardized data templates
• Analysis results can be exported to Excel (.xlsx) for use in external systems
• A REST API for custom integrations is available in beta for Gold plan customers — contact your account manager to request access

If you have a specific integration request, submit it via the form below.