Issue

The payer informs the provider that payment is made for the given claims with the payment reference.

However, the claims are still not marked as paid in all reports.

Solution 1

1. Go to the Smart Search.

2. Select the option “payment reference.”

3. Enter the payment reference value and search.

4. If you don't get a result, it means the payer has not uploaded remittance advice transactions for this payment.

Solution 2

1. Ask the payer about when the payment was made as per their remittance advice.

2. Go to Payments Reference Report.

3. Download the Payment Reference Report for the month of the payment.

4. Search for the payment reference or amount similar to what the payer shared with you.

5. If you don't get a result, it means the payer has not uploaded remittance advice transactions for this payment.