> ## Documentation Index
> Fetch the complete documentation index at: https://docs.officeridge.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Quick answers to the questions OfficeRidge users ask most often.

Quick answers to the questions that come up most often.

## Access and visibility

<AccordionGroup>
  <Accordion title="Why can't I see a module in the sidebar?">
    Four things can hide a module. Check in this order:

    1. **Your role** — see [Roles and permissions](/getting-started/roles-and-permissions)
    2. **Your plan** — Forms and Integrations need Professional. See [Plans and modules](/getting-started/plans-and-modules)
    3. **Your active organization** — use [Switch organization](/account/switch-organization)
    4. **Whether the module is enabled** for your organization
  </Accordion>

  <Accordion title="A member or employee is missing. Were they deleted?">
    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.
  </Accordion>

  <Accordion title="I'm an Organization Admin but still can't see Forms.">
    Organization Admins bypass role checks but not plan checks. Forms requires **Professional** or
    higher. See [Subscription](/account/subscription).
  </Accordion>

  <Accordion title="Can I change my own role?">
    No. Roles are assigned by an Organization Admin on the organization team. See
    [Organization settings](/account/organization-settings).
  </Accordion>
</AccordionGroup>

## Members and authorizations

<AccordionGroup>
  <Accordion title="Why won't Scheduling let me plan a visit?">
    The member's authorization is expired, inactive, or out of units. Check **End**, **Status**, and
    **Used** against **Units** in [Authorizations](/members/authorizations).
  </Accordion>

  <Accordion title="What happens when authorized units run out?">
    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.
  </Accordion>

  <Accordion title="Why does one member fail geofence on every visit?">
    Their address is almost certainly wrong on the member record. Correct it in
    [Members](/members) — otherwise every visit needs manual correction.
  </Accordion>

  <Accordion title="Can I delete a member?">
    No. Change their status to discharged or terminated instead. Member records are retained so audit
    trails stay intact.
  </Accordion>
</AccordionGroup>

## Visits and billing

<AccordionGroup>
  <Accordion title="A visit happened but no claim was generated.">
    Work through in order:

    1. Is the visit `COMPLETED` with no outstanding exception? See [Time & Attendance](/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](/billing/evv-matching)
  </Accordion>

  <Accordion title="Why do billed units differ from what was scheduled?">
    Units come from the attendant's actual clock times, not the planned schedule. Check **Variance**
    on the [EVV match result](/billing/evv-matching).
  </Accordion>

  <Accordion title="Claims are denying across many members at once.">
    Check the payer contract before investigating individual claims. An expired payer contract stops
    payment even when every authorization is valid. See
    [Payer contracts](/licensing/payer-contracts).
  </Accordion>

  <Accordion title="Denials started without us changing anything.">
    A **Denial Begin** date on a bill code rule may have passed, or the payer published a new bill
    code version. See [EVV matching](/billing/evv-matching).
  </Accordion>

  <Accordion title="Why is Paid less than Charge?">
    The remittance carries adjustment codes explaining each reduction. Contractual adjustments are
    normal; authorization and EVV adjustments signal an upstream problem. See
    [Remittances](/billing/remittances).
  </Accordion>
</AccordionGroup>

## Employees

<AccordionGroup>
  <Accordion title="Why can't I assign an attendant to a visit?">
    Check **Active** on their roster record, then whether a credential or background check has
    expired. See [Credentials and checks](/employees/credentials-and-checks).
  </Accordion>

  <Accordion title="A credential expired without any warning.">
    Its **Expires** field was blank. Expiry warnings depend on that date being populated.
  </Accordion>

  <Accordion title="An employee wasn't paid.">
    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](/employees/payroll-forms).
  </Accordion>

  <Accordion title="What does an OIG flag mean?">
    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.
  </Accordion>
</AccordionGroup>

## Compliance

<AccordionGroup>
  <Accordion title="A finding reappeared after I closed it.">
    Automated checks re-run. Closing a finding without correcting the underlying record means it
    returns. Fix the source, then close. See [Quality and audits](/compliance/quality).
  </Accordion>

  <Accordion title="Can I correct an entry in the HIPAA audit trail?">
    No. The trail is immutable by design, for everyone including administrators. That is what makes
    it usable as evidence. Record any correction separately.
  </Accordion>

  <Accordion title="What's the difference between the two audit logs?">
    The [HIPAA audit trail](/compliance/hipaa) records PHI access specifically and is immutable. The
    [audit log](/reports) under Reports covers general system actions.
  </Accordion>

  <Accordion title="A record shows Provided but not Acknowledged. Is that complete?">
    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**.
  </Accordion>
</AccordionGroup>

## Account and security

<AccordionGroup>
  <Accordion title="I lost my two-factor device.">
    Use a backup code, then your account recovery options. If you have neither, contact an
    Organization Admin or support. See [Security](/account/security).
  </Accordion>

  <Accordion title="I see a sign-in I don't recognise.">
    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.
  </Accordion>

  <Accordion title="Should I trust a shared computer?">
    Never. Anyone using it afterwards can reach your account, and therefore member records, without a
    verification code.
  </Accordion>

  <Accordion title="Staff aren't receiving notifications.">
    Check email domain verification in [Organization settings](/account/organization-settings) first —
    unverified domains commonly land in spam. Then check notification subscriptions and
    **Advance Days**.
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="Can OfficeRidge submit EVV visits to the state aggregator?">
    Not yet. The EVV aggregator integration is listed as coming soon. Continue using your existing
    submission route. See [Integrations](/account/integrations).
  </Accordion>

  <Accordion title="Which integrations work today?">
    **Box** for file storage and **Webhooks** for change notifications. Everything else in the
    catalogue is marked coming soon.
  </Accordion>
</AccordionGroup>

## Still stuck?

<CardGroup cols={2}>
  <Card title="Troubleshooting" icon="wrench" href="/help/troubleshooting">
    Diagnose problems step by step.
  </Card>

  <Card title="Glossary" icon="book" href="/help/glossary">
    Terms and status values.
  </Card>
</CardGroup>