Troubleshooting ERAs

The information provided below is for Electronic EOBs (ERA 835s) troubleshooting.

Note: The first step in any troubleshooting is to update to the latest stable version of Open Dental.

After entering payments, patient accounts show a credit.

The plan type is not set to PPO Percentage. An in-network insurance plan must be set to PPO Percentage for write-offs to calculate correctly. See In-network / Contracted Insurance Plan (PPOs) If using an out-of-network plan (category percentage) you may need to manually zero out write-offs on procedures.

My clearinghouse does not offer automatic downloads of ERAs. How do I manually download reports?

  1. Contact your clearinghouse to obtain ERA files. The files must be in the specified 835 format to work.
  2. Create or verify the report path set in your Clearinghouse Setup.
  3. Copy and paste reports the designated report path. Or download reports directly into path.
  4. In Open Dental, go to the Manage Module, Send Claims.
  5. In the upper right, click Get Reports.

Copy and paste reports to the designated path.

I see duplicate claims or preauths on my ERA.

Select the duplicate ERAs or preauths and click detach.

When clicking Send Claims, receive error: Error retrieving. Era request unsuccessful. Error message received directly from ClaimConnect: 150. Service Not Contracted.

This means you are not signed up for the ERA download service with ClaimConnect. You have two options:

ClaimConnect Note: Once ERAs are downloaded they are marked processed on the ClaimConnect website. To mark an ERA as unprocessed (e.g. if there is an error), do so on the ClaimConnect website.

Insurance sent back different code than what was billed (e.g. FMX instead of Pano/BW).

Open Dental will post payment as total. You can leave this as is, or split payment between completed procedures.

I looked at my ERAs on the ClaimConnect website and now they won't download. Why?

Any ERA viewed on the ClaimConnect website they will be marked as processed and will not be available for automatic downloading into Open Dental.

Logic: Sometimes EOBs do not itemize payments by procedure. In these cases, paid amounts are assigned to the Total Payment amount. If procedure payments are known (itemized), then those payments will be subtracted from the Total Payment amount, and amounts are indicated in each procedure row. When all procedures are itemized, and there are no claim adjustments, there will be no Total Payment entry because it is unnecessary.