How to View a Failed File vs. a Rejected Claim in Office Ally

If you’ve received an email about a failed file or need to check the status of an uploaded file in Office Ally, follow the steps below to view the file summary and understand the failure.

What is a Failed File?

A file is a collection of claims that can be created using a third-party software or directly within Office Ally. Files are typically formatted in:

1. X12 (ANSI),
2. Mapped print image,
3. Or CSV formats.

A "Failed File" occurs when a file created and uploaded from a third-party software does not comply with the X12 standard or deviates from the expected mapped print image or CSV format. As a result, the file cannot be processed within Office Ally. In such cases, corrections must be made in the originating third-party software, and a new file must be generated and re-uploaded to Office Ally. If the file meets Office Ally’s formatting requirements, it will be processed, and the claim(s) will be generated.

• If an issue arises with an individual claim, it will be marked as "REJECTED" rather than "FAILED."
• Rejected claims can stem from various causes, either within Office Ally or from the payer.
• Since the file itself has been processed correctly, rejected claims can generally be corrected directly within Office Ally or addressed with the payer, as needed.
• In contrast, a failed file means the individual claims were never generated, so they cannot be corrected within Office Ally.

Steps to View a Failed File:

1. Go to the Homepage
   • On the Service Center homepage, click on the Reports dropdown menu.
2. Select Claim Reports
   • Choose Claim Reports from the list to access the claim report section.
3. Download the File Summary
   • Look for the Download button on the right-hand side.
   • Click it to download the file summary, which will explain why the file failed.
4. Review the File Summary
   • The summary will include:
     • our name and file ID
     • The file name and upload date
     • The type of file
     • A description of the error that caused the failure

Steps to View Correctable Claims:

1. Go to Service Center and select Claims.
2. Click on Manage Claims.
3. Find the claim you need to review.
4. In the Status column, identify the claims:
   • Passed claims in green.
   • Rejected/Correctable claims in red.
   • Click on the correctable claim to open it.
   • This will launch the claim form.
   • At the top of the form, you’ll see the error code and its description.
   • Make the necessary correction.
   • Resubmit the claim.

Getting Further Assistance:

• Schedule an Appointment: Visit Service Center Classic, click on Tech Training, and schedule an appointment for someone to review the file.
• Call Support: Alternatively, you can call our support team for help with the uploaded file.