Troubleshooting and FAQ
This page explains the messages you can see in MedChartScan and what to do about each one. If your question isn't answered here, write to support@medchartscan.io.
Messages when you analyze a note
| Message | What it means and what to do |
|---|---|
| Confirm this is not real patient data to continue. | Your organization is in testing mode. Select the This is not real patient data checkbox, and use only synthetic notes. For more information, see Test mode and the BAA. |
| You're out of credits. No analysis ran. | Your balance is zero. An owner or a billing user can buy credits on the Credits & billing page. |
| Too many analyses at once. | Your organization sent more analyses in one minute than its limit allows. Wait the number of seconds that the message gives, and then try again. |
| The note is over 100,000 characters. | Shorten the note. The count under the note shows how far over the limit it is. A note also needs at least 20 characters. |
| Fix the highlighted code rows, or clear them, and try again. | A CPT row isn't valid. A code has 5 characters, like 99214; units are a whole number from 1 to 99; a row has up to four modifiers. |
| Some fields are not valid. Check the codes and state. | A code or the state wasn't accepted. Check them and try again. |
| This note isn't an office E/M visit, so it wasn't coded. No credit was charged. | The note describes another kind of encounter, such as a telephone visit. MedChartScan codes office E/M visits. |
| The analysis could not be completed. No credits were charged. | The analysis failed. Try again. If it fails again with the same note, write to support. |
| Something went wrong on our side. No credits were charged. | Try again in a few minutes. |
| We lost the connection. | Your browser lost contact with MedChartScan before the note was accepted. It might have been accepted: check Results before you run the note again, so you aren't charged twice. |
| A note couldn't be analyzed | A note you started failed, and no credit was charged. Click Retry to open it, and then click Retry (1 credit). If it fails again, write to support with its request ID. |
| This note can no longer be retried. | A failed note is kept for 7 days. After that, paste the note again to run it. |
| An updated BAA needs your signature by a date (a strip at the top of the page) | MedChartScan published a new version of the BAA. An owner signs it in Settings > BAA before that date to keep processing notes. For more information, see Re-sign an updated BAA. |
| Processing is paused until an owner signs the updated BAA. | Your organization is past its due date to sign a new version of the BAA. An owner signs it in Settings > BAA, and processing resumes right away. For more information, see New versions of the BAA. |
| Verify your email to run analyses. | Open the verification link that MedChartScan emailed you. |
| Your role can't analyze notes. | You have the billing role, which doesn't see notes. Ask an owner or admin to change your role. |
Messages when you run a batch
| Message | What it means and what to do |
|---|---|
| Not enough credits | The batch needs more credits than you have. The dialog shows how many more. Nothing was sent. Buy credits, or remove notes from the batch. |
| Five batches are still running. | An organization can have five unfinished batches. Start this one when one of them finishes. |
| No "note" column. | The first row of the CSV file must name the columns, including note. For the format, see CSV format. |
| Only the first 100 notes fit in one batch. | The rest of the notes were left out. Put them in another batch. |
| Not a supported file. | Use .txt or .md files (one note each) or .csv files (one note per row). |
For other file problems, see Common file problems.
Messages about your account
| Message | What it means and what to do |
|---|---|
| Verify your email before signing in. | Open the link in the verification email. If it expired, request a new one from the Check your inbox page. |
| You were signed out after 30 minutes without activity. | For security, sessions end after 30 minutes without activity. Sign in again. |
| Your session has expired. Sign in again. | Every session ends 12 hours after you sign in, even while you're active. Sign in again. Turning two-step verification on or off doesn't restart the 12 hours. |
| For your security, this change needs a sign-in from the last 15 minutes. | Turning two-step verification on or off needs a recent sign-in. Click Sign in again; you return to the same page. |
| That code did not work. Enter the current code from your authenticator app, or a backup code. | Turning two-step verification off takes a current code. Enter the 6-digit code your app shows now, or one of your backup codes. After 5 wrong codes in a row, codes aren't accepted for 15 minutes. |
| Set up two-step verification (a page of its own) | Your organization's BAA is signed, so everyone in it signs in with a code from an authenticator app. Follow the steps; you then return to the page you were opening. Through the API, a signed-in request without it gets 403 two_factor_required. For more information, see Two-step verification. |
| Enter your code | You signed in with Google, and two-step verification is on for you or required by your organization. Enter the code from your authenticator app, or click Use a backup code. |
| First, set up two-step verification (on the BAA page) | Signing the BAA turns on two-step verification for everyone, starting with the owner who signs. Click Set up two-step verification, then sign. |
| This email already has an account that isn't verified yet, or Google hasn't verified the address. | Continue with Google found an account with the same email that hasn't verified it. First, on the sign-in page, click Forgot password and set a new password from the email: that replaces any password someone else may have chosen and signs out every other session on the account. Then verify the address (open the verification link; the Check your inbox page can send a new one). After that, Continue with Google works for the same address. |
| This invitation has expired or was cancelled. | Invitations last 7 days. Ask an owner or admin of the organization for a new one. |
| This invitation was sent to a different email address. | Sign in with the address that the invitation was sent to. |
| Purchases are paused for this organization. | Write to support@medchartscan.io to turn purchases back on. |
| This organization is suspended. (a banner on every page) | MedChartScan support suspended the organization. You can still open and export past results and buy credits, but new notes, batches, invitations and API keys are turned off, and notes that were waiting in the queue were cancelled without charge. Write to support@medchartscan.io. |
| This organization is locked. (instead of the app) | MedChartScan support locked the organization, for example after a security incident. Nobody can open it and its API keys are refused until support restores it. Its data is kept, and your other organizations work as usual. Write to support@medchartscan.io. |
| Only an owner or billing contact can buy credits. | Ask an owner or a billing user to buy credits, or to change your role. |
Frequently asked questions
Why was I not charged for a note?
A credit is charged only when an analysis succeeds. Failed analyses and notes that aren't office E/M visits are free. For more information, see Credits and billing.
Why can't I see a teammate's results?
Members see only the results they ran, unless an owner or admin turns on Members can see all results in Settings. For more information, see Who sees which results.
Where did my test results go?
Results made while your organization is in testing mode are deleted 30 days after they're created. Owners get an email 7 days and 1 day before. Deleted results can't be restored.
Why don't I see Medicare checks in my result?
The Medicare checks run when you submit CPT codes and a state, either on the form or as your organization's default state in Settings. Analyze the note again with codes and a state.
Do I have to stay on the page while a note runs?
No. A note runs in the background, so you can open other pages, analyze more notes, or close the tab. When it finishes, a message appears in the app. To also get a browser notification when the app is in a background tab, click Notify me in this browser after you analyze a note. For more information, see When the analysis finishes.
Why didn't I get a message when my note finished?
Messages come from the open app. If no tab of the app was open, or you were signed out, the result is still saved: look for it on the Results page. A browser notification also needs your permission, and some browsers hide notifications while do-not-disturb or focus modes are on.
Why did my credit balance go down before the note finished?
When a note starts, 1 credit is set aside for it. If the analysis succeeds, that credit is charged. If it fails or the note isn't an office visit, the credit is returned.
How do I find a result someone sent me an ID for?
On the Results page, paste the request ID, or at least its first 8 characters, in Find by request ID, and then click Find. You find only the results you're allowed to see.
Can I analyze a note twice?
Yes. Each analysis is a separate result and costs one credit. Two runs of the same note can differ.
Do my credits expire?
Free credits don't expire. Purchased credits expire 365 days after the purchase. The Credits & billing page shows which credits expire and when.
Can I turn off two-step verification?
In testing mode, yes: in Settings, click Turn off two-step verification, and then enter a code from your authenticator app or one of your backup codes (and your password, if your account has one). MedChartScan emails you that it was turned off. Once your organization's BAA is signed, owners and admins keep it on, and members who turn it off are asked to set it up again before they can open the organization. If you lost your phone, sign in with one of your backup codes. If you lost those too, write to support@medchartscan.io.
If you get an email that two-step verification was turned off and you didn't do it, reset your password from the sign-in page and write to support@medchartscan.io.
I signed up but never got the email
Look for one of two emails. A new address gets a verification link, which expires in one hour. An address that already has an account gets an email with a link to sign in and a link to reset your password, or a new verification link if that account was never verified. Check your spam folder and wait a few minutes. To get another verification link, click Resend verification email on the Check your inbox page. Signing up again with an address that has an account sends at most one email every 10 minutes.
How do I contact support?
Write to support@medchartscan.io. Include your Organization ID for support, which owners and admins find in Settings, and the request ID of any result you're asking about. To copy it, click Copy request ID next to the result. Never send note text or other patient data by email.