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KEY: | ![]() myCGS is functioning normally. |
![]() There is an issue with one of the myCGS features. |
![]() myCGS is currently down. |
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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 |
---|---|---|---|---|---|
02.11.22 |
Some users are mistakenly receiving an email stating, "Your account has been deactivated as the annual security update was not completed." |
The email tells users to reregister to gain access to the portal. This is not correct. |
CGS resolved the issue. |
Resolved |
02.16.22 |
11.15.21 |
Designated Approvers (DAs) are having issues entering check data in myCGS for registration and/or self-recertification. |
myCGS 7.2 requires that DAs enter recent check information to register and recertify. There are a few issues surrounding what check data to enter:
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As workarounds for these issues:
|
Open |
|
09.08.21 |
Certain types of TPE letters—Supplier Notification Letters, Supplier Notification Success Letters, Probe Findings Letters, and the Probe Summary Forms—are not currently available in myCGS. ADR letters themselves are not impacted; they are available as usual. |
As TPE restarts, some letter types that were previously available in the portal are not yet available from the restart. We are working to make the new letters available as soon as we can. |
Refer to the letters mailed to your address. You can still use myCGS to find the actual TPE ADR letters requesting claim information. |
Open |
|
04.05.21 |
In some instances, Claim History does not give complete results and ends with a line that says "#error." |
On the Claim History screen, when a search brings back a large number of results, occasionally myCGS does not completely display all appropriate claims. You can tell this is the case if there is a line that shows "#error" instead of claim information. |
Try repeating the Claim History search again. This error is uncommon and sporadic. Usually a second attempt will display correct results. |
Open |
|
04.05.21 |
On the ADR Detail screen for Post-Pay ADR claims that have been recouped or adjusted, clicking on the DEN Codes link results in an "Unhandled Exception" error. Additionally, clicking on the ADR button results in a message saying no matching claim found. |
The DEN Codes link on the ADR Detail screen is only applicable to Pre-Pay ADR. If you do attempt to click on the DEN Codes link for a Post-Pay ADR, usually myCGS will give a response saying no DEN Codes found, but results in an "Unhandled Exception" error for recouped/adjusted claims. |
Using the DEN Codes link for Post-Pay ADR is unnecessary, as there are no DEN codes for Post-Pay claims. Instead, use the Review Results link to see the results of the Post-Pay review. In lieu of using the ADR button to see claim details for a recouped/adjusted Post-Pay claim, use the Claim Status screen to look up claim details. |
Resolved |
04.21.21 |
02.21.20 |
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. As an alternative to email/text MFAs, try using Google Authenticator, by either downloading the Google Authenticator app to your mobile device or by adding the Google Authenticator extension to your web browser. Click here for more information. |
Open |
|
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 |