RESOLVED: Clients Module, Time Module, Staff Availability Re-Updated:

Thank you all for your notifications and examples on the tickets you submitted.  Those specific examples were critical in determining the remaining fixes needed.  We, at Procentive and BillCare, understand this was an inconvenience to you, both yesterday and today, as we actively determined cause and fixed each issue as it became aware.  I sincerely apologize.  As we continue to enhance our product for you, it is not our intent to release enhancements causing undesired ramifications.

Please know we take this very seriously and we will be meeting to determine what did and didn’t work in the enhancement process.  I have noted the ProCare User Community’s comments/wishes and I will take them into consideration to improve our communication to you moving forward. 

If you have any additional questions/concerns or may still be experiencing issues, please submit a ticket for assistance from our Care Team. 

Alicia Swanson


KNOWN ISSUES -- Procentive is down -- RESOLVED

Kevin Holmes (Director of Service and Support) 3 years ago in Known Issues updated by Jennifer 3 years ago 18

Procentive servers are down right now. We are working to resolve the issue ASAP and will update this post once we have more information.


KNOWN ISSUE: Tricare is changing!

Ashley Morschen (Project Coordinator) 2 years ago in Known Issues updated by crystalp 2 years ago 12

This article is no longer accurate. Please review this topic instead.

As of January 1, 2018 Tricare will be making the following changes:

  • Claims contractor will no longer be PGBA
  • New claims contractor will be Health Net Federal Services (HNFS)
  • North Region and South Region are being removed
  • East Region will replace the previous North and South Regions

What does this mean for you?

If you are a Tricare provider and would like to continue receiving EFT and ERA, you will need to fill out and submit the following applications:

You may have received these applications in the mail however, we want to make this process as easy as possible for you so we have re-created these paper forms as fillable PDF documents! 

Please submit these completed applications to:

HNFS at 1-888-282-2841 Attn: T2017 West EFT/ERA


Procentive at 1-888-354-9053 (ERA application only)

If we do not receive a copy, we will be unable to assist you in the application process.

Thank you!


KNOWN ISSUE: Cigna Claims Have Rejection

Ashley Morschen (Project Coordinator) 2 years ago in Known Issues updated 2 years ago 1

We have received notice from the clearinghouse that claims sent to Cigna after August 19, 2017  with any of the following diagnoses were rejected in error:

• N63
• T1491
• A047
• T148
• P293
• Z36
• C962
• K913
• M4806
• P838
• T1490
• I272
• T07
• K5660
• K5669
• O0020
• O0010 
• H5442
• K565
• D470
• H5441
• Q5321
• Q5311
• H542
• E858
• H5452
• H540
• H5411
• H5412
• O0021
• P918
• H5451
• K060
• O0011

The affected claims were rejected with the following rejection messages:

A3:254 - Acknowledgement/Returned as unprocessable claim-The claim/encounter has been rejected and has not been entered into the adjudication system. Principal Diagnosis Code for Service(s) Rendered.
A3:255 - Acknowledgement/Returned as unprocessable claim-The claim/encounter has been rejected and has not been entered into the adjudication system. Diagnosis Code for Service(s) Rendered.

If this applies to you:

Cigna is working to resolve the issue.
•  Claims that rejected on or after 08/20/2017 will be identified and corrected.

•  No action is needed. Estimated Completion Date: TBD
•  An updated batch report will be sent upon the correction of the rejected claims.

Thank you!


This is resolved.
Per the clearinghouse, this was officially considered resolved on 9/3/17 which is sooner than the anticipated date of 9/6/17. Cigna has started to replay the affected claims. If you had any claims impacted by this issue, you should see a new response in the Electronic Module over the next few days. 


KNOWN ISSUES: Billing error -- Extra space in middle initial

Kevin Holmes (Director of Service and Support) 3 years ago in Known Issues updated 3 years ago 11

In order to prevent errors in claim submission and speed up the payment process for customers, Procentive recently started scrubbing claims data for extra spaces in areas like the client's name, address, policy ID, etc.

Today, for certain payers (not all of them), the system is showing an error that says, "The client's middle name may not have spaces before or after." In some cases, the error is a false error (meaning, there is not actually an extra space in the middle initial).

This problem will be resolved by tomorrow morning, as soon as our system updates overnight tonight.

Once the solution is confirmed to be working, we will update this post.

Thank you,

Kevin Holmes


KNOWN ISSUES: Procentive Unavailable

Jessica Sommerfeld (Senior Product Care Consultant) 3 years ago in Known Issues updated by Jami 3 years ago 4

We are currently experiencing an issue and we're working to resolve this. It should be back to normal shortly. Thank you for your patience.


This has been resolved and you may login to Procentive normally again. Thank you for your patience during this time.


Things To Be Aware Of - Next Steps

Good Morning,

We have successfully moved Procentive to a new hosting system.

The first item for you to be aware of is to clear your cache.

Clear your cache in Google Chrome

Clear your cache in Internet Explorer

Clear your cache in Safari

Next, if you receive a message in Clinical/Charting that reads, "You do not have permission to view this Clients chart", Clear your Cache.  See above for those articles. 

In the Electronic Module, for any claims sent between 6/18-6/21, you will need to read the Response Report, even if the status column still says "sent".  The reports came back in during the transition but the status was not able to update.  We can confirm that this is fixed moving forward, but the status will not update for reports that were received on 6/22.  


Down For Scheduled Maintenance

Procentive is currently undergoing scheduled maintenance Saturday June 22nd beginning at 12:00 am - Saturday June 22 at 6:00 pm CST. See our UPDATES page for more information.


KNOWN ISSUE: (More) Scheduled Procentive Maintenance

Procentive will be undergoing a scheduled maintenance window this weekend between 11 PM (CDT) Saturday, October 27 - 3 AM (CDT) Sunday, October 28.

The system may be unavailable intermittently during this maintenance period. We are only anticipating minutes of downtime but the scheduled window will last 4 hours. 

Thank you for your patience as we continue to improve our system.


URGENT: Forced Procentive Logout at 10:10 AM cst today (10/18/2018)

Today (Thursday, 10/18/2018) at about 10:10 AM [CST] Procentive will log out all users.  This action is being taken to fix several bugs that were accidentally introduced this morning which are continuing to affect loading times. If we wait to address this your experience in Procentive will continue to decrease, we want to resolve this for you this morning. Please be aware of the following and communicate with other users within your agency in case they have not signed up for this email list:

  • If you have a form open, be sure you save it before 10:10 AM [CST].

We apologize for any inconvenience. If you have any questions, please feel free to contact Procentive Support.


This is now complete, as of 10:14 AM cst, and you should not experience any further interruptions today.  Thank you.