Attention Procentive Customers:

We are actively investigating an issue where some users are unable to select a service code when adding service lines in the Time Module. Our team is working to resolve this issue as soon as possible.

We will provide additional updates once available.

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

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on September 25th 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 are aware that users are receiving an error when trying to send out faxes.

Our teams are working to connect with Faxage to determine when service will be restored.

We will provide an update as soon as we receive updated information.

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 will be closed on Monday, September 2nd for Labor Day.

All support requests received on Monday will be prioritized and worked on when we return on Tuesday, September 3rd. For urgent issues, we will be monitoring these channels throughout the day and will respond as soon as possible.

Have a safe and happy holiday!

Attention Procentive Customers:

Some of our customers have been reporting that they are no longer receiving UCare ERAs in Procentive. In our investigation, it appears that some changes may have been made to enrollments by another entity that may impact users that would normally receive UCare ERAs in Procentive. While we are unable to gain specific details on which entity made those changes from Availity, Availity has provided the following contact details for agencies to contact to get more information on those changes:

Availity Client Services 800-282-4548 option 4 between 8 a.m. and 8 p.m. EST

If changes have recently been made to your UCare ERA Enrollments, please contact Availity to get more information on the changes that were made.

If your agency needs to re-enroll for UCare ERAs to come into Procentive, please complete the following form and our Enrollments team will be in touch to get that process completed:

New ERA Enrollment Form

If you have any questions, please reach out to our support team using the Therapy Brands Community Portal.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on August 28th 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.

For those agencies that work directly with the Therapy Brands eRX solution, NewCrop, as a reminder, we will be planning a scheduled maintenance window this weekend to support our NewCrop eRx solution.

The maintenance window will begin at 10 pm EDT on Friday, August 16, 2024. We expect NewCrop eRx to be unavailable until 4 am EDT on Saturday, August 17, 2024.

Please refer to the NewCrop status page for the latest updates: https://status.newcroprx.com/.">https://status.newcroprx.com/.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on August 7th 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 July 31st 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:

Therapy Brands systems are not impacted by either of the ongoing outages related to Microsoft Windows and the Microsoft Azure Cloud.

Major news outlets report that many Microsoft customers are currently affected by a global outage that started in the early morning hours on Friday, July 19. According to multiple news reports, the outage was caused by CrowdStrike, a security vendor that pushed a faulty update to Microsoft Windows operating system.

Therapy Brands does not use CrowdStrike in our environment. Our Engineering and IT teams have confirmed that there is no outage with Therapy Brands products and our corporate IT environment.

In addition, according to the Wall Street Journal, multiple Microsoft customers were impacted late Thursday night by a Microsoft Azure outage that impacted many cloud services, including Microsoft 365 applications. Therapy Brands was not impacted by this outage.

Please note Therapy Brands customers or business partners might be affected by this outage. Our teams are closely monitoring the situation and will provide additional update as needed.