How do I remediate attachment transaction issues?

Attachment Formatting. Sometimes, attachment formatting may be wrong (attempting to send an encapsulated Postscript file as an image attachment, or a Word document, for example). Images and documents may be encoded improperly and have extra metadata attached to them (that information can often be removed by opening the document's Properties dialog). In these cases, the clearinghouse can't process them, and you'll get a Rejected by CHC as a result. (You'll only receive this by using this API - the clearinghouse does not support push notifications.) You will need to correct the issues yourself, because the clearinghouse can't fix issues in your attachment files.

NOTE: Change Healthcare supports the following formats for 275 attachments: JPG, TIF, TIFF, PDF, JPEG, and PNG. Some payers support fewer file format types.

File Sizes. The CHC clearinghouse flags files of an excessive size. In these cases, you'll need to convert the attachment file to a smaller format, or, if possible, reduce the page count of the attachment to contain only the relevant information.

Search Does Not Turn Up a Record. Even when you correctly construct your search, you might receive the following result:


The result is an empty array. This is the RESTful API's way of telling you that no result matches the search criteria. It could, for example, describe a "patient not found" situation. Try adding other fields to the search, and check their search criteria for data entry errors.

Rejections when a file is known good. If you're receiving rejections of attachments when the format is good and the file size is acceptable, remove any metadata associated with the file. You can usually edit and remove this information in the file's Properties dialog box.


Fax and Mail Issues. The majority of Attachment failed to Mail or Attachment failed to Fax responses to sent attachments are the result of incorrect formats for files, or an attachment that is too large to conveniently mail or fax. Some claims require a substantial amount of information that can't be reduced for transmission; in these cases, break up the largest attachment files into several smaller ones. Ensure that every document or image is in the correct formats to be accepted by our clearinghouse and that are acceptable to the payer.

Finally, check the request body for missing required JSON attributes. Use our Attachment Submissions Mapping Doc to help check details.

Click this link for more information abut the status codes and possible remedies.

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