

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
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!
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 PGBANew claims contractor will be Health Net Federal Services (HNFS)North Region and South Region are being removedEast 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:
For ERA: Tricare 2018 ERA Pre-Enrollment ApplicationFor EFT: Tricare 2018 EFT Pre-Enrollment Application
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
AND
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
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
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
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: Errors When Accessing Modules or Trouble Logging In || RESOLVED 9:30 AM CST 8/7/2023
9:30 AM CST
UPDATE
Thank you for your patience.
The issues have been resolved.
If you have any questions or concerns, please do not hesitate to contact our care team by sending a ticket to Procentive.
8:25 AM CST
Attention Procentive Customers:
We want to inform you that we are aware of a known issue where users are receiving an error when accessing various modules within Procentive or having trouble logging in. We want to assure you that we are actively working to resolve this issue as quickly as possible.
We will provide another update once this has been resolved.

Known Issue: Sending or Receiving Faxes || RESOLVED 7/24/2023
Attention Procentive Customers:
We want to inform you that we are aware of a known issue in sending and receiving faxes using the Faxes Module. We want to assure you that we are actively working to resolve this issue as quickly as possible.
We will provide updates to all outstanding tickets as updates are available.
If you have any questions, please do not hesitate to reach out to our care team by submitting a ticket to Procentive.
UPDATE 7/24/2023 4:32 PM CST: The issue has been resolved.

KNOWN ISSUE: Existing Diagnoses Not Saving When Updated
Attention Procentive Customers:
We want to inform you that we are aware of a known issue of diagnoses previously entered in the Clients Module > Client Profile > Diagnosis Tab and updated are not saving correctly. We want to assure you that we are actively working to resolve this issue as quickly as possible.
We will provide another update once this has been resolved.
If you have any questions, please do not hesitate to reach out to our care team by submitting a ticket to Procentive.

Known Issue: Diagnosis Tab in Clients Module Appearing Empty || UPDATE: Resolved 10:40 PM CST, May 1st
This has been resolved as of 10:40 AM CST, May 1st.
Attention Procentive Customers:
We want to inform you that we are aware of a known issue of diagnoses previously entered in the Clients Module > Client Profile > Diagnosis Tab are not appearing. We want to assure you that we are actively working to resolve this issue as quickly as possible.
We will provide another update once this has been resolved.
If you have any questions, please do not hesitate to reach out to our care team by submitting a ticket to Procentive.
Customer support service by UserEcho