Keep personal records and support requests safe

Keep credentials and complete claim records private, use the route intended for each task, and prepare a redacted support-safe example when you need technical help.

Overview

Keep two separate sets of information: a private claim archive with complete records, forms, decisions, receipts, and notes; and a support-safe folder with redacted examples that show a technical problem without exposing the underlying claim. Use official VA routes for VA submissions and authenticated Claim Raven upload features only when you intentionally choose to place a record in the product. Never send account secrets through support Do not put passwords, multifactor codes, recovery codes, Social Security numbers, VA file numbers, banking details, identity documents, or complete medical and claim records in an ordinary support email, contact form, chat message, or unredacted screenshot. Claim Raven support should not need those items to diagnose a product problem.

Separate your private archive from support-safe examples

Keep complete records in your private archive and share only the minimum redacted information needed for support. Private claim archive Support-safe example Complete medical, service, and claim records A cropped and flattened screenshot showing only the visible error Final forms, submission receipts, notices, and decisions The page name, approximate time, device or browser, and action that failed Identifiers required by an official form or secure identity process A neutral filename, file type, page count, and non-sensitive error code Original screenshots and document exports A separate redacted copy that you reopened and checked before sharing Private notes about health, service, and claim history A short description of the technical behavior without diagnoses or claim details

Prepare a safe product-support request

Record the technical facts Write down the page or feature, the approximate time, your device and browser, the action you took, and the exact visible error text or code. Support can identify the affected workflow without needing the underlying claim record. Crop to the smallest useful area Remove unrelated tabs, bookmarks, notifications, desktop files, browser-profile details, and every part of the page that is not needed to show the problem. The screenshot shows the error and little else. Cover sensitive information completely Use an opaque cover or crop for names, dates of birth, addresses, email, phone numbers, identifiers, barcodes, QR codes, filenames, condition names, provider names, and another person's information. Do not rely on light blur. No sensitive text remains readable around or through the redaction. Flatten and reopen the redacted copy Export a new image, reopen it, and zoom in. Confirm that covered information cannot be selected, uncovered, or read before you share it. You have a separate support-safe file while the original stays private. Describe the file without attaching it If an upload failed, give the file type, approximate size, and page count. Use a neutral filename in the report and do not attach the medical or claim record to ordinary support. Support receives useful reproduction details without receiving the source document. Use the published support route Open Claim Raven's Contact page yourself instead of replying to an unexpected request for credentials or records. Share only the safe summary and redacted example you prepared. The request goes through the known support route with minimal personal information. Use the route intended for the task A Claim Raven support message is not a VA filing route. Use current VA.gov instructions when submitting evidence to VA. Use an authenticated Claim Raven document feature only when you choose to use that product workflow. Storing a record in Claim Raven does not mean the record was filed with VA.

Information that needs special care

Account secrets: passwords, one-time codes, recovery codes, passkey recovery information, and answers to account-recovery questions. Identity and financial information: Social Security number, VA file or claim number, date of birth, identity-verification images, bank details, direct-deposit information, and signature images. Health, service, and claim records: medical records, service records, C-file documents, DBQs, medical opinions, statements, decisions, notices, code sheets, and payment letters. Other people's information: a family member, buddy-statement author, provider, representative, or another veteran may appear inside a combined document or screenshot. Sensitive-experience information: share only through a route intended for the task and only when you decide it is necessary.

Keep a secure personal archive

Use a device account only you control, full-device encryption, current security updates, and multifactor authentication for any cloud-storage account. Use neutral dates and document types in filenames. Avoid identifiers, passwords, and detailed diagnoses in filenames that can appear in search, backups, or shared folders. Keep a tested backup and review who can access shared folders, old devices, email attachments, scanner storage, and exported PDFs. Do not keep the only copy on a phone, in an email inbox, or on an unencrypted removable drive. Delete duplicates only after confirming that you still have the authoritative source, final submission, receipt, notice, or decision you need to preserve.

If sensitive information went to the wrong place

If sensitive information went to the wrong place You shared a password, one-time code, or recovery secret Stop responding to the message or person who requested it. Open the affected service from a known official address rather than a link in the message. Change the exposed secret, review active sessions, and strengthen multifactor authentication when those controls are available. Contact the affected provider through its verified support or security channel and follow its current account-recovery instructions. Do not paste the replacement secret into a support message. You sent a claim record or identifier through ordinary Claim Raven support Do not resend the record while explaining what happened. Record which message or submission contained it and the approximate time. Use the published Claim Raven contact or privacy route to request review, referring to the existing message without repeating its sensitive contents. Follow the privacy team's verified instructions. If an account, benefit, or financial credential may also be exposed, contact the relevant institution through an official channel. An unredacted screenshot or shared link is still accessible Remove public access or revoke the sharing link when you control it. Preserve only the minimum information needed to document where it was shared. Create a new flattened, redacted copy if support still needs to see the technical problem. Share only the replacement redacted copy. Review the original for another person's information as well as your own. Use the published Claim Raven contact or privacy route. Do not include additional sensitive information while reporting the first disclosure.

Privacy and record-safety sources

Privacy and record-safety sources VA.gov privacy policy https://www.va.gov/privacy-policy/ How to protect your identity and VA benefits from scammers https://www.va.gov/resources/how-to-protect-your-identity-and-your-va-benefits-from-scammers/ VA Privacy Service: 10 tips to protect personally identifiable information https://department.va.gov/privacy/fact-sheet/10-tips-to-protect-personally-identifiable-information-pii/ Upload evidence to support a disability claim https://www.va.gov/disability/upload-supporting-evidence/ Claim Raven Privacy Policy https://claimraven.com/privacy-policy

More information

Need help with a product problem? Prepare the page name, approximate time, device or browser, visible error, and a redacted example. Keep credentials and source records private. Open the Contact page /contact