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May 20, 2016

Avoiding the myCGS Lock-Out Period

Recently there has been a spike in calls received in the EDI department from providers regarding the myCGS lock-out period. 

Please note: myCGS users logged into the system will automatically timeout after 15 minutes of inactivity. CGS cannot unlock an account that is in the 15-minute lock-out period. After the 15 minute lock-out, myCGS will reset and the user may try to login again. myCGS users who attempt to login three times unsuccessfully within 120 minutes will experience an indefinite lock-out period. Users must contact the Provider Administrator to regain access.

To avoid lock-outs altogether, please remember the following:

  • When you are done using myCGS, it is important to log out of the portal to end your session.
    • To log out, click on the link located on the upper-right of the screen directly below the tab headers.

    • If you do not log out, your User ID will be locked out for 15 minutes.
  • myCGS users who attempt to login three times unsuccessfully will experience a indefinite lock-out period.
    • Users locked out three times within 120 minutes will be locked out indefinitely.
    • To save time and to avoid the lock-out, check with your Provider Administrator for assistance prior to the third attempt.
    • The Provider Administrator can re-establish a user's access.
    • If the Provider Administrator's access has been revoked, he/she must contact the EDI Help Desk to verify identity and re-establish access to myCGS.

Our EDI Help desk can be reached at:

  • Part A Providers: 1.866.590.6703 (Option 2)
  • Part B Providers: 1.866.276.9558 (Option 2)
  • Home Health & Hospice Providers: 1.877.299.4500 (Option 2)

Please refer to the myCGS User Manual for additional assistance.

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