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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





Date Resolved


Transactions in myCGS are occasionally resulting in an error message stating: “The data source used for this query is unavailable. Please try again later.”

Some of the systems that myCGS uses to perform transactions are running slower than normal. As a result, some transactions in myCGS are timing out and displaying an error message.

Try performing the transaction again. If you continue to experience the error repeatedly, use the IVR.




Some MFA requests are taking longer than normal to generate.

CGS is aware that some MFA requests are taking longer than normal to return. In some cases, you may need to wait 15-20 minutes (or longer) to receive your MFA code. We have escalated the issue and hope to resolve it soon.

MFA requests are working, but they may be slow. Note that once received, you can reuse your MFA code an unlimited number of times over a 12 hour period.




An issue has been identified with the display of some documents.

When attempting to open and view/print some letters in myCGS, an error message is displayed and the letter is unavailable to be viewed.

Refer to the original letter that was sent to you.




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.




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.




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.




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.


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