Messaging dictionary
System messaging
Alerts the user of important system-related issues or status. It’s initiated by the system and it’s not a result of the user’s actions.
Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.
Scheduled downtime notice scenarios
Scenario
Message title
Message content
Component
State
Location
Notice of upcoming scheduled downtime (sitewide)
VA.gov will be down for maintenance soon
We’ll be doing some work on VA.gov on [DATE] between [TIME] and [TIME]. If you have trouble using the site during that time, please check back soon.
N/A
Notice of upcoming scheduled downtime (application)
[APPLICATION NAME] will be down for maintenance soon
We'll be doing some work on [APPLICATION NAME] on [DATE] between [TIME] and [TIME]. If you have trouble using this tool during that time, please check back soon.
N/A
Notice of upcoming scheduled downtime (authentication provider)
[ID.ME/DS LOGON/MYHEALTHEVET] will be down for maintenance soon
[ID.ME/DS LOGON/MYHEALTHEVET] will be down for maintenance on [DATE] between [TIME] and [TIME]. If you have trouble signing in to your Vets.gov account during that time, please check back soon.
Below sign in overlay title
Updates to user data (system-initiated)
Some messages written to reflect the example; other variations will be added to expanded dictionary section.
Scenario
Message title
Message content
Actions
Component
State
Location
Status update (e.g. claim closed)
Your [CLAIM TYPE] claim update
Our records show that your claim was closed on [DATE].
N/A
Replace affected component
Action required (e.g. claim evidence request)
We need your help to finish reviewing your claim
Please provide more evidence (supporting documents) so we can finish reviewing your claim.
See Details
Above affected component
Form prefill notice
We've started your form for you
We've filled in some of this form based on information you've given us in the past. Please double-check the information and update it as needed.
N/A
Above affected component
Change in application feature, neutral/positive impact (e.g. SiP now available)
You can now save your in-progress applications
Sign in to VA.gov to save your application so you can come back later to complete it. All you'll need to sign in is an email and password.
Sign in to VA.gov
Above affected component
Engagement messaging
Nudges the user to enter or update data in the system. It can be initiated by either the system or another user.
Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.
Prompt to complete a task or enter data
Scenario
Message title
Message content
Actions
Component
State
Location
Continue a saved benefit application
Still want to apply for [BENEFIT NAME]?
The application you started for [BENEFIT NAME] will expire on [EXPIRATION DATE]. If you'd still like to apply, you'll need to submit the application by this date. Or you can start a new application any time.
[BUTTON 1] Continue your application [BUTTON 2] Start over
Replace affected component
Set up 2-factor authentication
Want to make your VA.gov account more secure?
You can add an optional extra layer of security (called 2-factor authentication) to your account. This helps to make sure that no one but you can access your account—even if someone gets your password.
[BUTTON 1] Set up 2FA [BUTTON 2] Learn more
Replace affected component
Access messaging
Appears when the user tries to access an item that’s not available to them. It may be because the record has been deleted, the user doesn’t have access, etc.
Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.
System downtime
Variations in messaging will be contingent on:
- Whether or not the downtime is scheduled/expected
- If scheduled, when the application will be back up (precise time stamp if known, general estimate if not)
- If not expected, general estimate of when the application will be back up
Scenario
Message title
Message content
Actions
Component
State
Location
Entire site is not accessible (scheduled downtime)
VA.gov is down for maintenance right now
We're sorry. VA.gov isn't ready for you right now. We're doing some work to help make this site even better for Veterans, service members, and family members like you. We hope to finish our work by [DATE/TIME]. Please check back then.
N/A
N/A
Replace page
Entire site is not accessible (expected)
VA.gov isn't working right now
We're sorry. Something went wrong on our end. Please refresh this page or try again [LENGTH OF TIME (ie, "tomorrow" or "in an hour")).
N/A
N/A
Replace page
Entire site is accessible
We're working on the site
We’re doing some work on VA.gov right now. You should still be able to use the applications and tools. But if you have any trouble, please check back soon.
N/A
Banner
Application or page is not accessible
[APPLICATION NAME] is down for maintenance
We’re making some updates to [APPLICATION NAME]. We’re sorry it’s not working right now, and we hope to be finished by [DATE], [TIME]. Please check back soon.
N/A
N/A
Replace page below title
Application or page is not accessible, no timeframe
[APPLICATION NAME] is down for maintenance
We're making some updates to [APPLICATION NAME]. We're sorry it's not working right now. Please check back soon.
N/A
N/A
Replace page below title
Application or page is accessible (general message; specific iterations to be added later)
Some parts of this may not be working
You can still use [APPLICATION/PAGE NAME], but some parts of it may not work for you. If you're having trouble, please try again later.
N/A
Below page title
Component is not accessible (general message; specific iterations to be added later)
[COMPONENT NAME] isn't working right now
We're sorry. Something went wrong on our end. Please refresh this page or try again [LENGTH OF TIME (ie, "tomorrow" or "in an hour")].
Go back to previous page
Replace affected component
Component is accessible (general message; )
Some information may not be up to date
We're sorry. Something's not working quite right. You can still use [COMPONENT NAME], but you may not be able to see all your updated information. If you're having trouble, please try again [LENGTH OF TIME (ie, "tomorrow" or "in an hour")].
N/A
Above affected component
Unable to complete an automated task (e.g. save application in progress)
We couldn't save your form
We're sorry. Something went wrong when we tried to save your form. If you're on a secure and private computer, you can leave this page open and try saving your form again in a few minutes. If you're on a public computer, you can continue to fill out your form, but it won't automatically save as you fill it out.
N/A
Below affected component
Unable to complete a user-initiated task, can't proceed
We've run into a problem
We're sorry. Something went wrong on our end. Please try again.
N/A
Above page title
Unable to complete a user-initiated task, can still proceed
We've run into a problem
We're sorry. Something went wrong on our end. You can try again now, or move on to the next step and come back later to complete this.
N/A
Above page title
Network connection loss
Scenario
Message title
Message content
Actions
Component
State
Location
Application/page/component is not accessible due to user connection loss
We can't load [APPLICATION/PAGE/COMPONENT NAME]
Please make sure you're connected to the Internet, and refresh this page to try again.
Try again
N/A
Below page title
Unable to complete an automated task (e.g. save application in progress) due to user connection loss
We can't save your form right now
Please make sure you're connected to the Internet, and then try saving your form again.
Try again
N/A
Below affected component
Unable to complete a user-initiated task due to user connection loss
We've run into a problem
Please check to make sure you're connected to the Internet, and try again.
N/A
Above page title
Authorization
Scenario
Message title
Message content
Actions
Component
State
Location
(Application) user's records are not found
We don't seem to have your records
We're sorry. We can't find your records in our system. If you think they should be here, please try again later or call the VA.gov help desk at 855-574-7286 (TTY: 711). We’re here Monday–Friday, 8:00 a.m.–8:00 p.m. ET.
N/A
N/A
Replace content below page title
(Page) user's records are not found
We don't seem to have your records
We're sorry. We can't find your records in our system. If you think they should be here, please try again later or call the VA.gov help desk at 855-574-7286 (TTY: 711). We’re here Monday–Friday, 8:00 a.m.–8:00 p.m. ET.
N/A
N/A
Replace content below page title
(Component) user's records are not found
We don't seem to have your records
We're sorry. We can't find your records in our system. If you think they should be here, please try again later or call the VA.gov help desk at 855-574-7286 (TTY: 711). We’re here Monday–Friday, 8:00 a.m.–8:00 p.m. ET.
N/A
N/A
Replace affected component
(Application) user is not eligible for a benefit because they aren't a Veteran/dependent/spouse
You're not eligible for this benefit
It looks like you're not eligible for this benefit based on the information you've given us. Please check your eligibility again.
Check your eligibility
N/A
Replace content below page title
(Application) user is not currently enrolled in a benefit (e.g. not enrolled in Post-9/11 GI Bill benefits)
You're not enrolled in this benefit right now
It looks like you're not signed up for this benefit. If you think you're eligible, you can apply now.
(1) Check your eligibility (2) Apply now
N/A
Replace content below page title
(Application) user is not a VA patient
We can't give you access to this tool right now
We're sorry. Only patients who've received care at a VA facility can use VA.gov health tools. If you've received care at a VA medical center, clinic, or Vet center, please call that facility to find out if you're in their records.
Find your VA facility
N/A
Replace content below page title
Empty state
Scenario
Message title
Message content
Component
Location
(Application) No data tied to the user or scenario
No [DATA TYPE (ie, prescription refills or health records)] to show
We don't have any [DATA TYPE] in our system to show here.
Replace content below page title
(Page) No data tied to the user or scenario
No [DATA TYPE] to show
We don't have any [DATA TYPE] in our system to show here.
Replace content below page title
(Component) No data tied to the user or scenario
No [DATA TYPE] to show
We don't have any [DATA TYPE] for you in our system.
Replace affected component
Feedback messaging
The application’s response when the user is interacting with it. The majority of create, read, update, delete (CRUD) actions will result in feedback messaging.
Note: See content style guide for guidance on when to consider adding instruction to call the VA.gov help desk or other “next-step” call to action.
Task completion success/failure
Scenario
Message title
Message content
Actions
Component
State
Location
(Form) Save in progress success (inline)
Saved
We saved the information you've entered so far.
N/A
Below affected component
(Form) Save in progress success (exit page)
Saved
We saved your in-progress form. Remember, you need to finish the form and click "Submit" to apply for this benefit. Continue applying now, or come back later to finish your application.
Continue your application
Below page title
(Form) Save in progress failure (inline)
Your form didn't save
We're sorry. We couldn't save your form. Please try again.
N/A
Below affected component
Form general error
We need you to start over with this application
Something's not working quite right. We're sorry to make extra work for you, but please try applying again in a few minutes.
Start over
Replace content below page title
Form submission success
Submitted
We received your form. Thank you.
N/A
Below page title
Form submission failure, can save in progress
Please save this application and try again
We're sorry. Your application didn't go through. We're working to fix the problem, but it may take us a while. Please save your application, and try again tomorrow.
Save your application
Above page title
Form submission failure, unable to save in progress
Please start over with this application
We're sorry. Your application didn't go through, and you'll need to start over. We suggest you wait a day while we fix this problem.
N/A
Above page title
Required form field is empty
N/A
Please fill in this required information.
N/A
Inline
N/A
Form field entry is not valid
N/A
Please fill in a valid [address/email address/phone number].
N/A
Inline
N/A
File upload success
Uploaded
We uploaded your file. Thank you.
Dismissible
Above page title
File upload failure
We couldn't upload your file
We're sorry. We weren't able to upload your file. Please try again.
Dismissible
Above page title
File download success
Downloaded
We downloaded your file.
Dismissible
Above page title
File download failure
We couldn't download your file
We're sorry. We weren't able to download your file. Please try again.
Dismissible
Above page title
Message sent
Message sent
We sent your message. Thank you.
Dismissible
Above page title
Message failed to send
Your message didn't go through
We're sorry. We couldn't send your message. Please try again.
Dismissible
Above page title
Creation success
File created
We created your file. Thank you.
Dismissible
Above page title
Creation failure
We couldn't create your file
We're sorry. We couldn't create your file. Please try again.
Dismissible
Above page title
Deletion success
File deleted
We deleted your file. Thank you.
Dismissible
Above page title
Deletion failure
We couldn't delete your file
We're sorry. We couldn't delete your file. Please try again.
Dismissible
Above page title
Update success
File updated
We updated your file. Thank you.
Dismissible
Above page title
Update failure
We couldn't update your file
We're sorry. We couldn't update your file. Please try again.
Dismissible
Above page title
Categories adapted from Salesforce Lightning Design System
