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Quick answers to the questions that come up most often.

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Access and visibility

Four things can hide a module. Check in this order:
  1. Your role — see Roles and permissions
  2. Your plan — Forms and Integrations need Professional. See Plans and modules
  3. Your active organization — use Switch organization
  4. Whether the module is enabled for your organization
Almost certainly not. Check your active organization and location first — wrong context is the most common cause. Then check the status filter on the tab; discharged members and inactive employees are excluded from active views.Clinical records are retained rather than hard-deleted, so a genuinely deleted record is unusual.
Organization Admins bypass role checks but not plan checks. Forms requires Professional or higher. See Subscription.
No. Roles are assigned by an Organization Admin on the organization team. See Organization settings.

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Members and authorizations

The member’s authorization is expired, inactive, or out of units. Check End, Status, and Used against Units in Authorizations.
Delivered visits stop being payable. The care still happened, but you cannot bill it. Watch Used against Units and request a new authorization before reaching the cap.
Their address is almost certainly wrong on the member record. Correct it in Members — otherwise every visit needs manual correction.
No. Change their status to discharged or terminated instead. Member records are retained so audit trails stay intact.

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Visits and billing

Work through in order:
  1. Is the visit COMPLETED with no outstanding exception? See Time & Attendance
  2. Does the member have an active authorization with units remaining?
  3. Does a bill code rule match the payer, program, and service? See EVV matching
Units come from the attendant’s actual clock times, not the planned schedule. Check Variance on the EVV match result.
Check the payer contract before investigating individual claims. An expired payer contract stops payment even when every authorization is valid. See Payer contracts.
A Denial Begin date on a bill code rule may have passed, or the payer published a new bill code version. See EVV matching.
The remittance carries adjustment codes explaining each reduction. Contractual adjustments are normal; authorization and EVV adjustments signal an upstream problem. See Remittances.

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Employees

Check Active on their roster record, then whether a credential or background check has expired. See Credentials and checks.
Its Expires field was blank. Expiry warnings depend on that date being populated.
Check Sent to Payroll on their direct deposit record. A completed record that was never sent to payroll produces a missed payment. See Payroll forms.
The staff member may appear on a federal or state exclusion list. Services delivered by an excluded provider are not payable. Investigate and document before allowing billable work — do not simply dismiss it.

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Compliance

Automated checks re-run. Closing a finding without correcting the underlying record means it returns. Fix the source, then close. See Quality and audits.
No. The trail is immutable by design, for everyone including administrators. That is what makes it usable as evidence. Record any correction separately.
The HIPAA audit trail records PHI access specifically and is immutable. The audit log under Reports covers general system actions.
No. Providing information is not the same as the recipient acknowledging it, and the acknowledgement is what surveyors look for. The same applies to Sent versus Acknowledged, and Generated versus Signed.

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Account and security

Use a backup code, then your account recovery options. If you have neither, contact an Organization Admin or support. See Security.
End the session, change your password, remove trusted devices, and report it to your compliance officer. Unauthorised access to an account with member data may be a reportable security incident.
Never. Anyone using it afterwards can reach your account, and therefore member records, without a verification code.
Check email domain verification in Organization settings first — unverified domains commonly land in spam. Then check notification subscriptions and Advance Days.

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Integrations

Not yet. The EVV aggregator integration is listed as coming soon. Continue using your existing submission route. See Integrations.
Box for file storage and Webhooks for change notifications. Everything else in the catalogue is marked coming soon.

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Still stuck?

Troubleshooting

Diagnose problems step by step.

Glossary

Terms and status values.