Troubleshooting

Documentation draft — not a verified product specification. Error text and recovery steps in the deployed UI take precedence over the general checks below.

Troubleshooting

I cannot find a page

Use search (Ctrl + K or Cmd + K) and search by the tool or topic name. Check the left sidebar groups: Get Started, User Guides, Reference, and Resources.

Code Lookup returns no results

Check the code system tab, the code format, and the spelling. Try a description search. Verify the supported code year. See Search by code or description.

Code Lookup returns the wrong classification

Re-select ICD-10-CM, ICD-10-PCS or HCPCS Level II. In particular, an HCPCS search must not silently return an unrelated ICD-10-CM result such as G00 for a G0008 search — re-select HCPCS Level II and report the mismatch.

A code description looks unexpected

Confirm the exact code, year and source. If an AI answer differs from the official source, follow the authoritative source and report the discrepancy.

A tool is missing from my account

It may be a planned feature or a plan difference. Check the Roadmap and Plans and Usage.

I cannot sign in

Check your credentials and your organisation's sign-in method, then contact support via Contact Support. Exact sign-in methods, email verification and password recovery require verification and are not documented as a specific flow here.

Search shows nothing

Try a shorter term, such as Code Lookup or Denial Help, and check the empty-results suggestions in the search modal.

Claim Scrubber flags I do not understand

Read the flag text in full and check the related Code Lookup result or payer guidance before changing a code. Check required fields, code formatting, selected payer, unsupported combinations, expired code versions and service availability.

Denial Help gives a generic answer, or a payer assumption looks wrong

Add allowed non-identifying context and review sources; select the correct payer and applicable policy jurisdiction. If a citation looks hallucinated, do not use it — verify independently. See Denial Help.

Denial Help export does not work as expected

Export formats described in product discussions (PDF, DOCX, text) must be confirmed in the deployed build and are not guaranteed here. Retry, or use the supported text/copy workflow if available.

Payer Intelligence finds no match, or multiple records

Search a shorter name, alternate spelling, or remove the state filter. For multiple records, check exact legal payer name, network, clearinghouse and transaction. If search is unavailable, check connectivity and retry; do not assume the payer does not exist.

Credits or usage are unavailable

There may be a temporary account, network or service error. Retry using the current UI and consult support if the issue persists. Do not infer a zero balance.

Chrome Extension language preference cannot load

Retry and check the settings service; do not assume a language has been applied. See Chrome Extension.

An answer looks inaccurate

If the application returns a wrong code set, fabricated source, inaccurate payer ID or questionable AI explanation, do not rely on it. Report the issue through the actual support channel. See Contact Support.