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CGS Administrators, LLC

IVR: 877.299.7900 Customer Service and myCGS: 866.590.6727

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


myCGS functions are currently unavailable.

All functionality screens in myCGS except for the MBI Lookup Tool are currently unavailable. Attempts to use any of the affected screens will result in a message stating, "The data source used for this query is currently unavailable. Please try again later." We are working to resolve this issue as quickly as possible.

Please use the IVR until the issue is resolved.




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).




The Offsets screen is currently unavailable.

The Offsets screen in myCGS was not operating as expected, therefore we have turned the Offsets function off. Offset information on the IVR is also currently disabled.

Refer to your Remittance Advice and any overpayment correspondence you have received. If you still need assistance, contact our Provider Contact Center.




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 rare cases, you may need to wait 15-20 minutes (or longer) to receive your MFA code. We are working to upgrade our MFA system later in 2020.

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.




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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