Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on May 15th at 10:00 PM CST/11:00 PM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on May 8th at 10:00 PM CST/11:00 PM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on May 1st at 10:00 PM CST/11:00 PM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

Attention Procentive Customers:

We would like to inform you that due to an unexpected Microsoft Azure outage, we had to postpone our planned maintenance scheduled for tonight until tomorrow April 25th at 10:00 PM CST/11:00 PM EST.

During our scheduled maintenance users will experience downtime for 30 minutes and potentially up to 2 hours.This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience.

We apologize for any inconvenience this may cause and thank you for your understanding.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on April 24th at 10:00 PM CST/11:00 PM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on April 4th/5th at 11:00 PM CST/12:00 AM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on March 27th at 10:00 PM CST/11:00 PM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

Is anyone having issues moving within Procentive? I am able to log into the system but not able to click on/move to any modules. None of the links on my Home Module are working. I am also not able to send a ticket but I will send a case. Just wondering if it was system-wide of just our agency. Thank you!

Attention Procentive Customers:

UPDATE: Connectivity Notification - Change Healthcare Pharmacy

Customers impacted:

• Health systems
• Health technology vendors

Start Time: Wednesday, February 21, 2024 - 12:35 PM ET

End Time: This issue is ongoing.

Product(s) impacted:

• E-Prescribing
• Record Locator & Exchange

Scope: Change Healthcare is currently experiencing a service disruption due to a cyber security incident. At this time, there is no security impact to the Surescripts network.

On February 21, 2024, Surescripts took immediate action by turning on our Message Queue Service. Today, due to the persistence of Change Healthcare’s service disruption, we turned off our Message Queue Service to allow prescriptions to flow electronically or automatically default to fax without delay. All messages will be transmitted once the disruption with Change Healthcare is resolved, though they may be delayed.

Regular updates on this incident are being provided by Change Healthcare:

Status Page

Recommended Actions: All electronic health records vendors and health systems should immediately provide guidance to prescribers regarding alternate means of transmission, in accordance with your EHR configuration. This guidance may include the following:

Change Healthcare’s E-Prescribing service is currently experiencing a disruption due to a cyber security incident. Until the issue is resolved, prescribers may receive errors when sending NewRx and RefRes messages. Surescripts will continue to attempt to transmit E-Prescribing messages electronically and automatically default to fax if needed. All successfully transmitted electronic and faxed messages will return a confirmation or error notification. Controlled substance prescriptions cannot be faxed and will result in an error message.

Attention Procentive Customers:

We have been informed that Change Healthcare is experiencing a network interruption related to a cyber security issue. Change Healthcare’s security experts are working to address this matter. Our customers may experience delays in processing Claims, ERAs and Eligibility Requests.

Change Healthcare is widely used to connect other clearinghouses to payers, so this outage may impact claims processing services for all clearinghouses including Apex, Office Ally, Waystar/Zirmed, and Availity.

We are unclear as to how long this outage is expected to last, however, we will provide you with an update as more information becomes available.

You can also check the status page for updates on this outage.

We apologize for any inconvenience this may have caused. We will keep you updated as more information becomes available to us.