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CGS Administrators, LLC

IVR: 866.238.9650 Customer Service and myCGS: 866.270.4909

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


The ADR page in myCGS is limited to pre-payment ADRs only.

The new post-payment Medical Review letters are not available for viewing or response in myCGS. We are working to add post-payment functionality to myCGS in the future.

Respond to any post-payment claim letters you receive as instructed in the letter.



CHBA users are unable to access the Order RA screen.

CHBA users who have valid claim authorization to access the Order RA screen in myCGS are unable to access the screen. The Order RA menu option is "grayed out" with a message stating, "You do not currently have access rights to this function. Please check with your administrator for more information."

Although there is no complete workaround for using all the features of the Order RA screen, you can use the Order RA option found on the Claim Status screen (or the IVR) to order a duplicate paper Remittance Advice (RA).




Some MFA requests are taking longer than normal to generate.

CGS is aware that some MFA requests are taking longer than normal to return. While in most cases the MFA codes takes one minute or less, occasionally you may need to wait 15-20 minutes (or longer) to receive your MFA code. CGS is working to replace our current MFA generation tool with a new solution that is tentatively scheduled for Q1 2021.

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.




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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