Corporate
CGS Administrators, LLC

Serving the states of AL, AR, CO, FL, GA, LA, MS, NM, NC, OK, SC, TN, TX, VA, WV and the U.S. territories Puerto Rico and the Virgin Islands

myCGS Alerts

KEY: myCGS Status Green
myCGS is functioning normally.
myCGS Status Yellow
There is an issue with one of the myCGS features.
myCGS Status Red
myCGS is currently down.

Below is a list of known issues that users have experienced in myCGS. Please refer to this page for workarounds and resolutions to myCGS issues.

Date Reported

Issue

Details

Workaround

Status

Date Resolved

10.04.19

myCGS will be partially unusable on Friday October 4th. It will then be down at 6 PM CT Friday until 6 AM CT Monday October 7th.

The claim and eligibility systems are undergoing maintenance due to the October quarterly system release.

Please return to myCGS with your claim and eligibility queries on October 7th.

Open

 

10.01.19

Some users unable to view ADR letters.

ADR Letters mailed prior to September 27, 2019 are currently unavailable to view in the myCGS Web Portal. Users can still respond, just not view the letters.

View original letter mailed if possible.

Open

 

09.25.19

MFA is delayed for some users.

Some users are reporting delays in receiving their MFA or receiving multiple MFAs, resulting in lock outs.

Please use IVR.

Open

 

08.30.19

MFA text messages are not being received by some users.

Users on certain mobile phone carriers are reporting that myCGS MFA texts are not being received. We are working with those carriers to resolve the issue.

Use the MFA email option. If you are not set up to receive MFA emails, you can add your email to your MFA options by following the instructions in the "Need to Register an MFA Device?" section of the MFA entry page.

Resolved

09.04.19

08.28.19

Part of myCGS functionality is unavailable.

Users are able to log in but unable to access claim details.

Please use IVR.

Resolved

08.28.19

08.23.19

Some End Users are unable to complete initial myCGS registration. When attempting to register for myCGS in the End User role, some users are receiving an error that states, "The wait operation timed out." Users are therefore unable to complete registration. We are working to resolve this issue quickly. Try registering again later.

Open

 

08.07.19

Designated Approvers are having issues accessing User Management.

DA User Management Access is temporarily limited.

DAs can access User Management from the Home (Welcome) page.

Open

 

07.19.19

Some portal functions are currently unavailable.

DA End User recertification is temporarily down.

Please use IVR or call customer service with any questions.

Resolved

08.05.19

07.12.19

myCGS is experiencing a technical outage.

myCGS functions are down and search results are not returning correctly.

Use the IVR.

Resolved

08.05.19

07.01.19

Attempts to submit an ADR response for claims with more than three HCPCS codes result in an error.

If you are responding to an ADR for a claim that contains more than three HCPCS values, the submission will fail.

Submit your ADR response via traditional methods (mail or fax).

Resolved

08.05.19

07.01.19

ADMC Status requests are showing no results found for valid requests.

The ADMC Status search screen is returning a message stating no results found even when there is an ADMC case for the search criteria.

Use the IVR.

Resolved

07.05.19

07.01.19

Some Check requests are resulting in an "Unhandled Exception" error.

When searching for Checks, myCGS is sporadically returning an error that says "Unhandled Exception" rather than displaying the correct results.

Try the request again. If you are still receiving the error after multiple attempts, use the IVR.

Resolved

07.05.19

06.27.19

myCGS will be partially unusable on Friday June 28th. It will then be down at 6 PM Friday until 6 AM Monday July 1st.

The claim and eligibility systems are undergoing maintenance due to the July quarterly release.

Please return to myCGS with your claim and eligibility queries on Monday July 1st.

Resolved

07.01.19

06.12.19

Portal Functionality is down except for MBI Lookup.

Users can still log in and use the MBI Lookup, but an issue is preventing the portal to fully function.

Please use IVR while the issue is being resolved.

Resolved

06.12.19

05.24.19

MFA text messages are not being received by some users.

Users on certain mobile phone carriers are reporting that myCGS MFA texts are not being received. We are working with those carriers to resolve the issue.

Use the MFA email option. If you are not set up to receive MFA emails, you can add your email to your MFA options by following the instructions in the "Need to Register an MFA Device?" section of the MFA entry page.

Resolved

07.15.19

03.18.19

Duplicate Remittance Advice (RAs) are not being mailed by myCGS when ordered.

If you attempt to order a duplicate RA, the RA is not mailed (even if a "success" message is received).

Use the IVR.

Closed

08.02.19

02.28.19

Some Designated Approvers (DAs) are receiving an error when attempting to approve initial End User registration.

After a new End User has submitted their myCGS registration, they must be approved by a DA. In some cases, DAs are receiving an error message when attempting to approve the request.

This issue is not affecting all users. If there are multiple DAs in your company, have another DA attempt to approve the End User.

Open

 

02.25.19

In the ADR submission process, if you attempt to submit an invalid file type, myCGS displays an incorrect message regarding the types of files that are accepted.

myCGS states that valid file types include "doc, docx, rtf, tiff, zip, pdf, and txt"; however, only doc, docx, rtf, tiff, and pdf are accepted. ZIP and TXT files are not valid for submission.

Ignore the message and submit only doc, docx, rtf, tiff, and pdf files.

Closed

08.02.19

02.25.19

On the ADR Detail screen, the Review Results Code(s) link occasionally opens to a blank page.

When there are no results found for Review Result Codes on an ADR, the screen will display as blank rather than state that no codes are found. This only occurs when there are no review result codes.

Ignore the blank page.

Open

 

02.25.19

When there is a second ADR letter sent on an ADR case, the new ADR letter takes the place of the original ADR letter on the ADR Detail and Summary screens.

If a new (second) ADR letter is sent for a claim, the original letter is no longer viewable in myCGS.

If for any reason you need to refer to the original ADR letter, you will need to use the copy originally mailed to you.

Open

 

02.25.19

On ADR submission, myCGS allows for the same file to be uploaded more than once.

myCGS does not currently eliminate suspected duplicates during ADR submission if you go through the ADR upload process more than once.

Be careful not to include duplicate files.

Open

 

02.25.19

On the Ordering/Referring Physician Status screen, no message is being displayed for invalid search results.

If you enter a physician NPI and name that is not found, myCGS does not display a message of any kind.

If your search results in no message, then the NPI/physician name is invalid.

Resolved

03.18.19

02.25.19

For EFT Status requests, if there is no EFT application on file, an error message is received.

If you search for EFT Status and no results are found, myCGS will display an "Unhandled Exception" error.

Ignore the error. EFT information is not on file with CGS.

Resolved

03.18.19

02.25.19

When attempting to deny a recertification, DAs are receiving an error message.

If a DA attempts to deny recertification of an End User, myCGS returns a message stating "There was a problem updating [user name]: NOTFOUND."

Rather than denying the recertification, let the recertification deadline pass. You can also go to the User Management screen and remove the End User's myCGS access.

Open

 

02.25.19

On Redetermination and Reopening Status, only one case is displayed in search results.

On Redetermination and Reopening Status, if there are multiple cases found for the CCN entered, only one case is displayed.

If you expect to see multiple cases in your search results but only find one case, use the IVR.

Resolved

04.18.19

02.25.19

On the CBA Information search page, an error message is displayed when the zip code entered is not found.

Rather than giving the correct "not found" message, myCGS displays an error message for invalid CGS zip code searches.

Ignore the error message – the zip code is not in a CBA.

Resolved

03.18.19

01.18.19

MFA text messages are not being received by some users.

Users on certain mobile phone carriers are reporting that myCGS MFA texts are not being received. We are working with those carriers to resolve the issue.

Use the MFA email option. If you are not set up to receive MFA emails, you can add your email to your MFA options by following the instructions in the "Need to Register an MFA Device?" section of the MFA entry page.

Resolved  

03.12.19

01.07.19

Beneficiary eligibility is currently unavailable.

The beneficiary eligibility screen is currently unavailable due to an issue with eligibility inquiries within myCGS.

Use the IVR.

Resolved

01.08.19

12.18.18

Certain beneficiary eligibility searches result in an error.

Occasionally when searching for beneficiary eligibility, users receive a message stating "AN ERROR HAS OCCURRED WHILE PROCESSING YOUR REQUEST."

Try your search again. If continue to receive the error message, use the IVR.

Resolved

04.18.19

12.18.18

On the Diabetic Supplies/Shoes Billing History screen, myCGS states that only claims within 6 months prior to and after the date entered are displayed; however, myCGS returns different date spans of claims based on the type of diabetic history selected.

myCGS is intentionally programmed to provide different date spans before and after the date of service (DOS) entered for different types of diabetic supplies/shoes (based on Medicare payment rules). The message of "6 months" is incorrect for some types, but myCGS is returning the claims over the correct date spans.

Ignore the "6 months" message. myCGS provides the following date span values for diabetic supplies/shoes: Testing Supplies A4253 & A4259: 90 days prior to and after the DOS entered. Testing Supplies Other: 6 months prior to and after the DOS entered. Shoes A5500 & A5501: Full calendar year entered. Shoes Other: Full calendar year entered.

Open

 

10.19.18

Prior Authorization/ADMC Status for a pending request is showing a "Date of Decision" even though the case is still pending.

On the PA/ADMC screen, if a case is still pending, the Date of Decision field is populating a date incorrectly. There is no date of decision if the case is still in pending status.

Ignore the Date of Decision if the status of the case is Pending.

Resolved

04.18.19

10.17.18

If an oxygen CMN has an initial date prior to 10/1/2011, myCGS may not give a correct count of the total number of oxygen rental payments.

Currently myCGS can only count oxygen rental payments that occurred on or after 10/1/11. If payments were made prior to that date, then they are not reflected in the rental payment count on the CMN Status screen.

Note that this issue also affects the IVR.

If you are looking at an oxygen CMN and the initial date is prior to 10/1/11, and you need to know the exact number of rental payments made, call our Provider Contact Center. Please do not call for CMNs with an initial date after 10/1/11.

Resolved

04.02.19

10.09.18

Printing of claim denial explanations results in difficult to read print outs.

If you print a claim denial explanation from your web browser, the text of the explanation is laid overtop the background information, making it difficult to read.

Take a screen image of the myCGS page with the claim explanation message showing using your computer's built in "Snipping Tool" or other screen grabbing software. Then paste the image into Word or another type of document and print.

Resolved

04.18.19

10.08.18

Closing your browser window/tab results in an improper log out from myCGS and prevents you from logging back in immediately.

If you close your browser window/tab while logged into myCGS without properly logging out, you must wait 15 minutes before you are able to log back in.

Always use the Log Out button (in the top-right corner) before closing your browser.

Open

 

10.08.18

On the Order RA screen, attempting to order a duplicate RA for a "no pay" ($0.00 check) remit will result in an "RA not found" message. The RA is not ordered/mailed.

Due to this issue, only RAs with a dollar amount greater than zero can be ordered/mailed from the Order RA screen.

If you need to order a duplicate paper RA, use the Order RA button found on the Claim Status page (after searching for a claim from the RA you need).

Resolved

06.06.19

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