Issue: I'm having trouble sending eClaims to DentalXChange!
Sometimes, when you’re attempting to send eClaims to DentalXChange, you may encounter an issue where either you’ll get an error message when attempting to send claims, OR you’ll get a false positive prompt indicating that sending was successful, but your claims never shift from the Ready Bin to the Sent bin.
In this scenario, the most common reason is due to DentalXChange’s website / portal requiring a password change every 90 days.
Whenever DentalXChange requires that the office perform a password change for their portal, then we’ll need to update the EHG template with the newly set password before claims can be sent from MacPractice successfully again.
Here’s what you’ll do to resolve this problem:
Go to the eClaims Ability (the eClaims icon in the toolbar)
When you’re in the eClaims Ability, expand the “Template Values” folder in the sidebar and select the “EHG” Template, as shown in the image below:
Next, you’ll update the Password field. This can be in two places, depending on what build you’re on.
On Builds prior to 15.18, the Password field will be at the top of the EHG Template view:
On Builds 15.18.7 and above, there’ll instead be a gear icon in the upper right hand corner of the Template view. If you click this, there’ll be a configuration window where you can update the Password field:
All you’ll need to do is update the “Password” field with your current DentalXChange Portal password exactly. We don’t recommend copying and pasting, as sometimes you can capture an extra blank character that can cause the password to fail.
Once you’ve completed this, you can attempt to send claims again and should see greater success. If this doesn’t work, we strongly recommend calling (877) 220-8418.