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HHAeXchange Common Error Messages and Actions for Resolution

This article is to provide guidance on the HHAeXchange Aggregator Integration - it covers common error messages as well as their meaning and how to resolve them.

Failure Reason Description Action to Take

Another Visit is Using the Same Time in Full or in Part

This rejection reason happens when the visit times overlap with another visit.

To fix the rejection, update visit times to avoid overlaps greater than 1 minute.

Can Occur if There is an Interruption in Service

This error typically occurs due to a temporary connection interruption occurrence during transmission. As a result, the visit fails to import into HHAeXchange.

To fix the rejection in eCaring:

  • Select and Re-Sync any visits that failed due to the interruption.

While this type of error cannot be prevented, agencies should incorporate routine monitoring of failed visits into their standard workflow to ensure no data is missed.

Caregiver is not Found Based on Qualifier Value

This rejection reason happens when the caregiver profile wasn’t processed before the visit file.
  • To fix the rejection:
    Confirm the Caregiver's status on your eCaring EVV monitor is "Approved"
  • Re-sync visits associated with the caregiver.

Edit Visit Action Code is Required

This rejection reason happens when a visit update or correction was submitted without an Action Code, which is required.

It's unlikely you'll ever see this error in eCaring as we have mapped our reason codes to the HHAexchange codes and send them as required.

Edit Visit Reason Code is Required

This rejection reason happens when a visit update or correction was submitted without an Edit Reason Code, which is required.

It's unlikely you'll ever see this error in eCaring as we have mapped our reason codes to the HHAexchange codes and send them as required.

EVVMSID Does Not Belong to This Payer

HHAeXchange generates a unique identifier called the EVVMSID. This rejection reason happens when the EVVMSID used in your visit file is already tied to a different patient profile in HHAeXchange. This often occurs when a visit was originally submitted under one payer, and an attempt to resend it to a different payer is sent without first clearing the original record.

To fix the rejection:

  • Match the EVVMSID to the payer used during the original visit import.
  • If the payer must be changed, first use the delete method to delete the visit associated with the incorrect payer, then resend the visit with the correct payer information.

To prevent this rejection, before resending visits with a changed payer, always check if the visit is already linked to another patient or payer. Coordinate internally to verify claim status before attempting to resend. Use your external visit ID consistently as the EVVMSID to avoid mismatches and simplify reconciliation.

EVVMSID is Required When Sending an Update to This Visit. Please Resend the Transaction with the EVVMSID

HHAeXchange generates a unique identifier called the EVVMSID. When a new visit is initially sent, this ID must be included in any subsequent updates to that visit. If an update is submitted without the correct EVVMSID, or with a missing or invalid one, the system not match the update to the original visit, resulting in this error.

To fix the rejection:

  • Locate and resend the update using the original EVVMSID from the initial import.
  • Resend the update using the correct EVVMSID from the initial import.

To prevent this rejection, always use your external visit ID as the EVVMSID for all new visits to ensure consistency and reduce mapping errors later.

Invalid Duties (Performed Task/Refused Task) Field Value

This rejection reason happens when task codes provided are not listed in the API specifications.

Verify that your Service Tasks in eCaring contain the proper "Duty" codes for your state in HHAeXchange.

Invalid GPS Coordinates - Invalid Call Latitude/Longitude Value

This rejection reason happens when the latitude or longitude values are 0 or invalid. This typically means the device failed to capture GPS data at clock-in or clock-out.

You should never see this error in eCaring, if you do, please contact support.

Invalid Payer ID Value

This rejection reason happens when the payer ID doesn't match accepted values in the API specifications.

This value pulls from the "EVV Payer ID" field on the Payer Profile in eCaring. Confirm the value matches your state's guidelines.

Location Type field is Required on EVV Clock in and Clock Out, Please Add Location Type and Resend Visit

This rejection reason happens when the location type (e.g., Home, Community) is missing.

You should never see this error in eCaring, if you do, please contact support.

Member is not Found Based on Qualifier Value

This rejection reason happens when the Client Qualifier Value submitted in the visit file doesn’t match any member profile in HHAeXchange for the specified payer ID and office. This can occur if the member isn’t yet loaded into the portal, the wrong ID was entered, or there is a mismatch in payer or office configuration.

To fix the rejection:

  • Confirm the Qualifier requirement for your payer, this varies based on state and payer with HHAexchange.
  • Search for the member by name in the HHAeXchange portal to confirm if the member exists.
  • Confirm the Payer ID and Office NPI/UPMI match the configuration in the HHAeXchange portal. 
  • If the member is found, verify which office they are assigned to and ensure your visit file uses the correct office NPI or UPMI.
  • If the member is not loaded, contact your payer contract representative to request that the authorization be added so the member can be created.

      Member (Qualifier and Identifier) is Required

      This rejection reason happens when required fields (e.g., Medicaid ID) are blank.

      To fix the rejection:

      • Add missing identifiers. If your client has a value in the Medicaid ID field in eCaring, we will send Medicaid ID as the qualifier and the value found in that field as the identifier. If your payer requires a different qualifier, please do not put a value in the Medicaid ID field.
      • Resend all rejected visits.

      Missing Latitude or Longitude with GPS Confirmed

      This rejection reason happens when clock in/out is confirmed by GPS, but latitude or longitude is missing.

      You should never see this error in eCaring, if you do, please contact support.

      Multiple Member Records Found Based on Qualifier Value. Please Provide Unique Identifier.

      This rejection reason happens when multiple patient profiles match the same Medicaid ID.

      You would only see this error in eCaring if you create duplicate client profiles for the same member. When managing client profiles, please always check for existing records before adding an additional profile.

      You should never see this error in eCaring, if you do, please contact support.

      Multiple Office Records Found Based on Qualifier Value. Please Provide Unique Identifier

      This rejection reason happens when the same NPI or UPMI is assigned to multiple offices.

      To fix the rejection:

      • Go to Admin > Office Setup in the HHAeXchange portal and review your office configurations.
      • Identify and remove duplicate NPI or UPMI entries from office records to ensure each office has a unique identifier.
      • If members are assigned to the incorrect office:
        • Navigate to Member > Search, and use the filters to find members associated with the wrong office.
        • Select the member, go to the General tab, and under Office Move, choose the correct destination office.
      • Once cleanup is complete, resubmit the visit.

      To prevent this rejection, always assign unique identifiers to each office during setup. If you must share an NPI across offices, coordinate closely with HHAeXchange Support Team to ensure it's configured correctly.

      Office is Not Found Based on Qualifier Value

      This rejection reason happens when the NPI or UPMI doesn’t match an office in your portal.

      To fix the rejection:

      • Go to Admin > Office Setup.
      • Verify the NPI sent is configured in your HHAeXchange portal.
      • If using a UPMI, make sure it is listed in the Secondary Identifier field.
      • If the office does not exist or is missing the correct NPI, submit a ticket to have it created and linked to the appropriate payer contract.

      To prevent this rejection, align the NPI or UPMI values in your EVV system exactly with those configured in your portal. If the portal has incorrect or outdated values, update them to reflect what your system is sending.

      Procedure Code Not Found

      This rejection reason happens when the procedure code sent doesn't match state-approved codes.

      To fix the rejection:

      • Check the list of valid procedure codes in the API specifications.
      • Update your mappings for your services under the impacted payer.

      Provider is not Found Based on Provider Tax ID

      This error occurs when the Provider Tax Identification Number (TIN) sent in the visit file does not match what is configured in the HHAeXchange. This typically happens for one of the following reasons:

      • The TIN in the visit file does not match the TIN listed in the HHAeXchange agency portal.
      • Agencies can verify their TIN under Admin > Office Setup. The Client ID used in the file is incorrect or not mapped to the expected provider record. Contact your vendor to verify the Client ID being used.

      To fix the rejection:

      • Log into the HHAeXchange portal and navigate to Admin > Office Setup.
      • Review the Tax ID listed for the provider and confirm it matches the value sent in the visit file.
      • If the TIN is correct but the error persists, confirm with your EVV vendor that the correct Client ID is being used in the export file.
      • Update and resubmit the visit once the TIN and Client ID are confirmed to match system expectations.

      To prevent this rejection, agencies should verify that their TIN in the HHAeXchange portal matches what is configured in their EVV system.

      Schedule Duration is 0

      This error occurs when the schedule shows the same timestamp for start and end times, resulting in a duration of 0 minutes.

      To fix the rejection, review the visit and update the clock-in and clock-out times to reflect the actual time the caregiver is scheduled with the member.

      There is No Active Contract for This Visit

      This error occurs when no valid authorization is active during the visit date. This usually means the member does not have an approved contract or their eligibility has lapsed.

      To fix the rejection:

      • Review the member’s authorization record in the portal.
      • Contact your payer or contract manager to request that the necessary authorization be added or renewed.

      To prevent this rejection, agencies should maintain an internal process to track expiring authorizations and review schedules against known eligibility periods.

      Visit date is Not in Range of Eligibility Start and End Date

      This rejection reason happens when the visit date falls outside the member’s Start of Care (SOC) or Discharge Date. This can occur when the SOC date in our system is outdated or incorrect, or when the member is no longer eligible for services on the date of service (DOS).

      To fix the rejection:

      • Search for the patient in the HHAeXchange portal.
      • Navigate to MCOs > Insurance to view the patient’s SOC and Discharge Date.
      • If the visit falls before the SOC date:
        • Go to MCO Placements > Actions (three dots menu) and select Edit Service Start Date.
        • Update the SOC to match the earliest visit start date.
      • If the visit falls after the discharge date:
        • Confirm the member’s eligibility with the payer or your contract manager.
        • If eligible, request an updated authorization to reflect continued service.

      To prevent this rejection, regularly audit member records to ensure SOC and discharge dates are aligned with current eligibility. Maintain communication with your payer to confirm member status, especially for patients with lapses or recent changes in eligibility.

      Visit Duration is 0

      This rejection reason happens when the visit shows the same timestamp for both clock-in and clock-out, resulting in a duration of 0 minutes. This typically occurs when a Caregiver clocks in and out at the same time, or when one of the timestamps was not properly captured.

      To fix the rejection, review the visit and update the clock-in and clock-out times to reflect the actual time the Caregiver was with the member.

      Visit Start Time Cannot be Greater than Current Date

      The visit start time is in the future, which is not permitted for verified visits. This often results from scheduling or verifying a visit ahead of the actual date of service.

      To fix the rejection: review and correct the visit’s start time to reflect today or an earlier date.

      To prevent this rejection, ensure visits are not verified until after the actual clock-out occurs.