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

Alicia Swanson 5 years ago in Known Issues 47 9 duplicates

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) 6 years ago in Known Issues updated by Jennifer 6 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 M (Project Coordinator) 5 years ago in Known Issues updated by crystalp 5 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 M (Project Coordinator) 5 years ago in Known Issues updated 5 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) 6 years ago in Known Issues updated 6 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) 6 years ago in Known Issues updated by Jami 6 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.


Known Issue: Scanning into Procentive

We are aware of an issue that came about today.  Currently, scanning directly into Procentive isn't working but you still can scan a document to your device, upload and attach the file in Procentive.

We will have this feature functional again tomorrow.

Sorry for any inconvenience.

I will post on the Live Updates page with any more information.


MA slow remits

Hi All,

Just wanted to let you know we've been made aware that MA is slower than normal getting their remits out this week.

We will be keeping an eye on this and update you when we can.

Thank you,

Procentive Team


KNOWN ISSUE: MN MA and PMAP Eligibility Downtime Upcoming

Chris Werner (Customer Success Manager) 3 years ago in Known Issues updated 3 years ago 0

Hello everyone,

Just wanted to give you a heads up, we have received the following notice from DHS of eligibility downtimes that will be coming up.  

Take care and stay healthy!

Real Time Eligibility X12 users,

On Sunday May 3, 2020 our system will be un-available from 7:00 a.m. to 9:00 a.m., CDT due to system maintenance.

Real Time Eligibility ongoing maintenance schedule windows below:

Scheduled mainframe maintenance that may impact Eligibility 270 Inquiries below are approx. as times may vary depending on task or if complications arise.

  • Weekdays 1:00-1:20 a.m.
  • Weekdays 11:00-11:20 a.m. (These times may vary on State Holidays)
  • Monday 2:00-2:10 a.m.
  • Saturday 1:00 – 1:10 a.m.
  • Sunday 6:00 a.m. – 12:00 noon Our Operations team may perform server restart/updates during this scheduled window
  • Sunday 8:00 p.m. -1:00 a.m. scheduled maintenance window: Real Time 270 X12 Application interruptions reserved for system maintenance. Normal impact for Eligibility to be brought back up is around 08:10 p.m. In addition, there may be several momentary outages between 08:00 p.m. Until 01:00 a.m. Monday.


Things To Be Aware Of - Next Steps

Katie Sandquist 4 years ago in Known Issues updated by Amanda Kaufmann (Senior Account Executive) 4 years ago 13

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.