SEE BELOW FOR TROUBLE SHOOTING
COMMON ERRORS
Duplicate invoice number Error Message from ACC
This usually means you may have inadvertently double-clicked when pressing SUBMIT.
Check the invoice status - does it say SENT? If yes, then the invoice has submitted.
If No, check your ACC portal under INVOICE SUBMISSIONS to see if it has been accepted.
If no, contact CMS for further assistance.
Other Errors
NB. PLEASE IGNORE THE MESSAGE FROM ACC THAT TELLS YOU WHICH LINE IS INCORRECT – IT WILL NOT BE ACCURATE AS THE LINES GET SCRAMBLED WHEN SUBMITTED SO THE LINE THAT IS BEING REPORTED WILL NOT CORRESPOND WITH THE INVOICE LINE IN CMS.
- No accident date – edit client, enter and resubmit.
- Claim number in the future or before client was born.
- Hidden spaces before or after claim number, client first name or last name – edit client, enter and resubmit.
- Gaps in the claim number - delete gaps, save, resubmit
- Error on the purchase order number – must be 6-10 numbers
- Accident date pre 1973 (ACC won’t accept this) – change it to 1973 using the same day and month as actual.
- Wrong contract code (if you have mixed psych and ISSC)
- Wrong level on service code - check the level of the service code is correct for the provider.
It is sometimes difficult to work out which line is incorrect – to shortcut this, go to the PO list and see if anything looks out of place, or the list of claim numbers.
Generally speaking, it is often a new client PO or Claim number that is causing a problem, so check the lines of SCGS OR SCADM first.
This list is not exhaustive. If you need help, please contact us using the HELP CENTRE.
DO NOT DELETE INVOICES UNLESS THERE ARE NO BILLABLES ON THAT INVOICE.
If you do, the billables within will not drop back into the invoice builder, and you will have to manually locate them and revert them to when they were first created by the provider before you added them to an invoice.
Do also check that your Healthlink Certificate is in date. Every time you receive a new disk and password, you need to update this in CMS to submit invoices and download payments.
Instructions can be found in the help sheets for this process.