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April 26, 2019

Who to Contact for FISS DDE and myCGS Password Resets

When you call the CGS Provider Contact Center, listen carefully to the options to ensure you are connected to the Customer Service Representative (CSR) that can best assist you.  CGS has seen an increase in calls where providers are selecting the incorrect option for password resets.  As a reminder, please review the following password contact information.

  • Fiscal Intermediary Standard System (FISS) Direct Data Entry (DDE) Passwords
    If you need to have your FISS DDE password reset only, please contact the CGS Security Administration Team at 1.615.660.5444. Please have the following information ready before calling.
    • User ID
    • First and last name of the user to which that ID is assigned
    • Error message
    If you have any questions regarding DDE IDs, access and security measures, or password procedures, please call the CGS EDI Help Desk at 866.590.6703. Choose option 2 for EDI, then option 1 for DDE password reset and DDE unlocks. 
  • myCGS Portal

    If you attempted to login three times unsuccessfully, you will be locked out for 30 minutes. After the 30 minute lockout period, you may try to login again. If you are locked out three times in a row, your access will be revoked.

    If your access has been revoked, and you are a Provider User, contact your Provider Administrator who can reestablish your access.  Refer to the New to myCGS – Administrator Unlock Feature article for additional information.

    If you are a Provider Administrator and your access has been revoked, you must contact the appropriate EDI Help Desk to verify your identity and reestablish your access.
    • Part A Providers (KY and OH): 1.877-590-6703 (Option 2)
    • Home Health and Hospice Providers: 1.877-299-4500 (Option 2)
    To avoid this, prior to the third attempt, access the Password Reset Tool by selecting the 'Forgot your password?' link on the Log In screen; or the 'Forgot or Change Your Password' link on the Welcome screen.

    For future reference, refer to the "myCGS Password Quick Reference Guide"PDF for additional information. Refer to the "Avoiding the myCGS Lock-Out Period" for information on how to avoid lock-outs.

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