We received persistent feedback on July 21, 2026, about printing web pages as PDFs, such as our Fact Sheets. The user said, “Fact sheet needed to print to pdf function…ex positive airway pressure accessories & supplies medical record documentation.”

We reviewed the Fact Sheets and other web pages. During this review, we found that users must scroll to the very bottom of most of our webpages to find the print option. Because this feature is placed so low on the page, many visitors do not notice it.

We added a prominent print, bookmark and increase/decrease font size feature at the top of each webpage to make these features easier to find and use.

We received survey feedback via the website survey on August 25, 2026, that a visitor was “Unable to verify eligibility. Site will not open to that area.”

Analysis of the survey data showed the visitor clicked on a link from the CGS Medicare Home page. The link took the visitor to the myCGS informational page on the web site instead of the to the myCGS portal log in page. As a result, the user was unable to verify eligibility using the existing URL.

On CGS’s Medicare Home page, we added a direct URL to the myCGS Log In page to reduce confusion and ensure users reach the myCGS portal log in page. We also updated and differentiated the link text to clearly distinguish between myCGS DME Web Portal Login and myCGS Web Portal Resources.

We receive frequent surveys on both our myCGS portal and website about resetting passwords in the myCGS DME Web Portal.

We reviewed surveys about password resets. Data showed confusion about marking the reCAPTCHA field, difficulty answering security questions correctly, and negative feedback about the strict password requirements.

We published an article on September 17, 2026, "myCGS® DME Web Portal: Changing Passwords " with helpful tips and reminders about password requirements and how to change passwords.

Periodic survey feedback shows ongoing confusion about the timing of fee schedule availability. Persistent feedback comments:
“When is the 3rd QTR Fee Schedule going to be released?”
“Please provide the fee schedule for the 3rd quarter of 2026”

We receive inquiries through various channels requesting fee schedules before they are published on the website and before they are received from CMS. The Fee Schedule is one of the top reasons providers visit our website.

To address this concern, we added a text box to the Fee Schedule page saying:

“CMS updates the DMEPOS Fee Schedule. We will post the new fees to these pages as soon as they are available.”

General comments about barriers to subscribing to the mailing list.

We revised the Electronic Mailing List registration fields by removing phone and address fields and reorganizing email list options to better separate contracts and specialties. These changes streamline the subscription process and ensure users provide only the information needed to join the mailing list.

"I cannot submit reopening via the web form it also appears that I cannot submit a redetermination and "Several of the "features" don't work, they're all crossed out. You can't use the finance tab, reprocessing tab, etc. Why are they there if they can't be utilized? "

The Provider Outreach and Education (POE) team added a helpful tip to the Provider Education page on the myCGS DME portal. The new guidance explains that locked or disabled tabs usually indicate insufficient user permissions and provides instructions on how users can resolve the issue. This update helps reduce confusion and improves the overall user experience on the portal.

We received feedback requesting a portal printout to show the reason for the redetermination request.

We updated the Redetermination confirmation page requirements to return the value entered by the user in the Reason for Redetermination field.

Collective survey feedback over time, from multiple surveys expressing the need to see the redetermination letter in the portal. For example: "Better confirmation and communication for completed reopenings/redeterminations. Alot of times I cannot find the letters once the redetermination has been completed. A messaging service would be good."; "It would be very beneficial if Medicare would consider sending all letters generated for future takebacks, redeterminations, & reconsiderations electronically. This way, we have an electronic record and can easily refer back when needed. It would save us from having to scan them, but also save time, money, and be much better for our planet. :)"

myCGS 11.4was installed on 06.11.2026. This update includes improvements to the Redeterminations Status page, updates to the Form Submission screens, the addition of Redeterminations and Reopenings letters to eLetters, and several other enhancements.

"Coverage search linked so we could access the NCDs without doing a separate google search."

We updated the Medicare Coverage Center hyperlink label located on the Local Coverage Determinations page to clearly reflect that it leads to NCD information.

"ABN Interactive instruction tool is using an expired ABN."

We updated the ABN Forms Instructions toolto incorporate the latest version of the ABN form. This enhancement ensures users are accessing the most current and accurate information, replacing the previously outdated version. The Office of Management and Budget (OMB) approved the updated Advance Beneficiary Notice of Noncoverage (ABN) form (CMS-R-131). The updated ABN form must be used starting May 12, 2026, when the older version expires.

Ongoing and cumulative survey feedback reflects a lack of understanding of documentation and ABN requirements by suppliers.

To address recurring issues with misunderstanding documentation and ABN requirements—often reflected in lower satisfaction with the Redeterminations process—we added Redetermination tips to the Redeterminations page. These updates provide clearer guidance to help suppliers avoid unfavorable appeal decisions.

"Timeliness is important. We get referrals from physicians with patients contacting our clinic for DME items. We submit auth requests immediately but we are not notified when decision is made except by mail which takes 3-4 days. Instead we have to keep checking the portal. We have many, many patients and many insurances. It is not feasible to check every portal for every patient that is waiting for an item. Please make your portal NOTIFY your members (whether it is Affirmed or Non-Affirmed) so we can advise the patients accordingly. Thank you."

myCGS version 11 now includes eLetters. The notification informs users which specific letters are available; for example, it will indicate if they have two PA letters and one ADMC letter when multiple documents are present.

"How do I access the user manual? Do I need to sign in? I tried that and I don't see a place to access it there in the portal."

We developed a set of images to stand for the myCGS DME User Manual . In addition, we created a smaller icon for use with inline text hyperlinks. These visual enhancements will help users more easily find the myCGS DME User Manual as the primary resource for help.

"I would love to be able to have any correspondence available via web since the USPS mail is so unreliable in my area. We frequently do not have things delivered correctly as we are in a shopping center."

myCGS version 11 now includes eLetters.  This feature introduces a new way to view letters sent by CGS to suppliers through an eLetters inbox, allowing users to access ADR, Prior Authorization, and ADMC letters for all NPI/PTANs associated with their account in one central location. Additional letter types will be added in a future myCGS release.

"I have a lot of issues with the website switching to not private and then I can't log in."

To address portal feedback from users encountering the browser message "Your connection is not private," we published a website article offering tips to resolve the issue and guidance on when to involve their IT department. The article is titled "myCGS® DME Web Portal: Tips to Fix the "Your Connection Is Not Private" Message.

"Please fix the look up tool. I used to type the code and hit [Enter] using the key on the keyboard and it would pull the information. Now when entering the code and hitting the enter key on the keyboard clears all the input data and displays NO result."

To address users who enter a code that is not on the current list, we added a link to the full list codes that require prior authorization on the Prior Authorization Lookup Tool.

General feedback from visitors searching for education on topics addressed in various types of education resources on the website.

We created the Education on Demand page to consolidate links to the Video, OEC, Webinar, and TTP offerings to one location, reduce visual clutter on the main Education landing pages, and reduce the number of links in the left navigation. Visitors can now treat the page as a one-stop resource for our electronic and online offerings.

There is no information available anywhere regarding what the "Patient NOA Indicator" codes mean. My patient has a "1" in that box, but I haven't been able to find a description of that code or any other code for that field anywhere.

We updated the Consolidated Billing Tool to include patient status codes and descriptions from the myCGS® Web Portal.

"I have difficulty registering myself for online education courses."

We updated our Online Education Courses page to make learning easier, more convenient, and visually more appealing. Here's what changed:

• No Login Required – Simply choose your course and start learning!
• Personalized Certificates – Add your name to your Certificate of Attendance
• Fresh, modern design

Collective comments related to general misunderstanding of various tasks related to resetting passwords and creating or maintaining an end user account or designated approver account in the myCGS DME portal.

We published three new videos about the myCGS Web Portal:

• How to Reset Password
• How to Register as an End User
• How to Register as a Designated Approver