There are a few reasons why this error may occur.
1) The payer is turned off in the back end. For ptHealth employees, you will want to reach out to support in order to turn it on. Please provide them with the following:
Third Party Payer, if applicable.
For registry clients, you would want to go to System Setup > Billing > Eclaim Agents > Right-click on HCAI and select Edit. From here, you want to make sure the payer is in the right box which means it has been turned on:
2) The order of the payment plans are incorrect. If you have a third party payer they must be in the first spot and the MVA payer in the second:
If they have a second EHB insurer, they will need to be in payment plan three.
3) The branch information may be missing from the payer. For ptHealth employees, you'll want to email support and let them know which payer you're having troubles with.
For our registry clients, you'll want to pull up the list of approved HCAI payers. This can be done by going to System Setup > Billing > Eclaim Agents > Right-click on HCAI and select Request HCAI - Payer Info.
Double check the payer via payer administration to ensure the payer (registry) ID and branch ID are attached: