Top Provider Questions: myCGS® Green Mail
As of November 3, 2025, all active myCGS® accounts (NPI/PTAN combinations) will receive certain CGS correspondence via green mail (myCGS message inbox) only.
Our top provider questions about this change are listed below for your reference.
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- What is green mail?
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Green mail is the term we use for the correspondence you receive in your myCGS® message inbox.
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- What changed?
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Prior to November 3, your myCGS® Provider Administrator could choose to opt in (receive green mail only) or opt out (receive both green mail and US mail). Beginning on November 3, all myCGS® accounts automatically receive green mail only.
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- What does this mean?
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When you submit a myCGS® transaction that requires a CGS response, we’ll send our response to your myCGS® message inbox. We won’t mail a paper copy.
Example: You use myCGS® to submit documentation in response to an Additional Documentation Request (ADR). You’ll receive our medical review decision in your myCGS® message inbox. You won’t receive a paper copy in the mail.
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- How do I access our messages?
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If you aren’t familiar with the myCGS® message inbox, please review the step-by-step instructions in the myCGS User Manual. If you can’t access the myCGS® Messages tab, send a request to your myCGS® Provider Administrator.
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- Will we receive notification when a message is available?
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Your myCGS® Provider Administrator receives an email notification when a message is available in your myCGS® message inbox.
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- How long can we retrieve messages? How long are messages stored after retrieval?
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Messages are available in your myCGS® message inbox for 60 days (if you don’t delete or archive). After 60 days, messages automatically move to Archived Messages and remain available for 365 days.
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- Can I get a copy of a letter that’s no longer available?
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Yes, you may call Customer Service to request a copy.
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- If multiple provider (NPI/PTAN) staff can access the messages, will I know if someone else printed, downloaded, or is working on a request so we’re not duplicating efforts?
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This functionality isn’t currently available.
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- Will we still receive a letter when our Medicare recertification is due?
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Currently, we only send green mail in response to your myCGS® submissions or transactions. Since Medicare Provider Enrollment recertification letters aren’t currently available in myCGS, you’ll continue to receive this notification as you do today.
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