Access messages
Access messages appear when the person tries to access an item that’s not available to them. For example, an access message may appear when a record has been deleted or the person doesn’t have access to a piece of information.
Note: The Help users to recover from errors pattern has guidance on when to consider instructing the person to call us for VA.gov technical support and when to add other “next-step” calls to action.
Learn more in the Help users to recover from errors pattern
System downtime
Variations in messaging depend on these factors:
- Whether the downtime is scheduled or expected
- If scheduled, when the application, claim, or form will be available again (precise timestamp if known, or a general estimate if not)
- If unexpected, a general estimate of when the application, claim, or form will be available again
Scenario
Message title
Message content
Actions
Component
State
Location
Entire site isn’t accessible (site-wide scheduled downtime)
Site maintenance
We’re working on VA.gov right now. If you have trouble signing in or using tools, check back after we’re finished. Thank you for your patience.
Date: Month Day, Year
Start and end time: 0:00 a.m. to 0:00 a.m. ET
N/A
Plain text
N/A
Replace page
Entire site isn’t accessible (expected)
VA.gov isn’t working right now
We’re sorry. Something went wrong in our system. Refresh this page or try again later.
N/A
Plain text
N/A
Replace page
Application, claim, form, or tool isn’t accessible
We’re working on [name]
We’re making some updates to this [application, claim, form, tool]. We’re sorry it’s not working right now. Check back later.
N/A
Plain text
N/A
Replace page after title
Application, claim, form, tool, or page is accessible (general message; we’ll add specific iterations later)
Some parts of [name] may not be working
You can still use [name], but some parts of it may not work for you. If you’re having trouble, check back later.
N/A
Alert
Warning
After page title
Component isn’t accessible (general message; we’ll add specific iterations later)
[Component name] isn’t working right now
We’re sorry. Something went wrong in our system. Refresh this page or try again later.
Go back to previous page
Alert
Warning
Replace affected component
Component is accessible (general message; learn more in application/component-specific messages)
Some information may not be up to date
You can still use [component name], but it may not have all your updated information yet. If you’re having trouble, check back later.
N/A
Alert
Warning
Before affected component
Unable to complete an automated task (ex. save application in progress)
We couldn’t save your [application, claim, form]
We’re sorry. Something went wrong when we tried to save your [application, claim, form]. Try saving it again later. If you’re on a public computer, you can continue to fill out your [application, claim, form]. But your information won’t save automatically.
N/A
Alert
Error
After affected component
Unable to complete a task the person initiated, can’t proceed
Something went wrong
We’re sorry. [Explain what went wrong, if known]. Try again later.
N/A
Alert
Error
After page title
Unable to complete a task the person initiated, can still proceed
Something went wrong
We’re sorry. [Explain what went wrong, if known]. You can try again now or move on to the next step. You can come back later to complete this step.
N/A
Alert
Warning
After page title
Network connection loss
Scenario
Message title
Message content
Actions
Component
State
Location
Application, claim, form, tool, page, or component isn’t accessible due to the person’s connection loss
We can’t load [name]
Refresh this page or try again later.
Try again
Plain text
N/A
After page title
Unable to complete an automated task (ex. save application in progress) due to the person’s connection loss
We can’t save your [application, claim, form] right now
Make sure you’re connected to the internet and then try saving your [application, claim, form] again.
Try again
Plain text
N/A
After affected component
Unable to complete a task the person initiated due to their connection loss
There was a problem
Make sure you’re connected to the internet and try again.
N/A
Alert
Error
After page title
Authorization
Scenario
Message title
Message content
Actions
Component
State
Location
(Application or page) Person’s records aren’t found
We can’t match your records
We’re sorry. We can’t match your information to our records. If you think your information should be here, try again later or call us at 800-698-2411 (TTY: 711). We’re here 24/7.
N/A
Plain text
N/A
Replace content after page title
(Component) Person’s records aren’t found
We can’t match your records
We’re sorry. We can’t match your information to our records. If you think your information should be here, try again later or call us at 800-698-2411 (TTY: 711). We’re here Monday through Friday, 8:00 a.m. to 8:00 p.m. ET.
N/A
Plain text
N/A
Replace affected component
(Application) Person isn’t eligible for a benefit because they aren’t a Veteran/dependent/spouse
You’re not eligible for this benefit
Based on the information you gave us, you’re not eligible for this benefit. Check your eligibility again.
Check your eligibility
Plain text
N/A
Replace content after page title
(Application) Person isn’t currently enrolled in a benefit (ex. not enrolled in Post-9/11 GI Bill benefits)
You don't currently receive this benefit
If you think you’re eligible for this benefit, you can apply now.
Check your eligibility (button 1); Apply now (button 2)
Plain text
N/A
Replace content after page title
(Application) Person isn’t a VA patient
We can’t give you access to this tool
We’re sorry. Only people who’ve received care at a VA health facility can use VA.gov health tools. If you’ve received care at a VA medical center, clinic, or Vet center, call that facility to find out if you’re in their records.
Find your VA facility
Plain text
N/A
Replace content after page title
Empty state
Scenario
Message title
Message content
Component
Location
(Application or page) No data tied to the person or scenario
We don’t have any [data type (ex. prescription refills or health records)] for you in our system
Plain text
Replace content after page title
(Component) No data tied to the person or scenario
We don’t have any [data type] for you in our system
Plain text
Replace affected component
