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August 8, 2019

Who Do You Contact With myCGS Log-in Issues?

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 issues related to logging in to the myCGS portal.  As a reminder, please review the following contact information.

myCGS Portal
As a reminder, CMS changed its security requirements affecting the inactivity timeframe for logging into myCGS. ALL myCGS administrators and users are required to log into the portal at least once every 30 days to avoid deactivation.

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If your access has been revoked, and you are a Provider User, contact your Provider Administrator who can reestablish your access.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.

EDI Help Desk
If you are a Provider Administrator and your access has been revoked, you must contact the appropriate EDI Help Desk to verify your identity and reestablish your access.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 GuidePDF" for additional information. Refer to the "Avoiding the myCGS Lock-Out Period" for information on how to avoid lock-outs.

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