đ Overview
A Failed ERA is a file ChiroHD received but couldn't fully process into EOBs. The file is not lost â in most cases, a correction allows it to be reprocessed successfully without contacting support.
Failed ERAs appear under the Failed tab in the ERAs section of the Insurance Dashboard. Click any row to expand it and see the specific error reasons.
Troubleshooting: ERA File Not Appearing in ChiroHD at All?
What to do if an ERA file that exists in your clearinghouse but doesn't appear anywhere in ChiroHD â not under Failed, not under Processed.
If the file still does not appear after completing the troubleshooting steps, contact ChiroHD Support and provide the file name, clearinghouse name, and date of the ERA file.
Accessing Failed ERAs
Navigate to Insurance in the top navigation bar, then select Insurance Dashboard.
At the top of the Insurance Dashboard, click the ERAs tab to open the ERA card.
At the top right of the ERA card, use the toggle buttons to switch between Failed and Processed. Select Failed to view all ERAs that did not process successfully.
Reviewing Error Details
Each failed ERA displays an error count in the Errors column. To see what went wrong:
Click anywhere on the ERA row to expand it.
The error details will drop down beneath the row, listing each specific issue that prevented the ERA from processing (e.g., unknown patient, service not found, modifier mismatch, unknown reason code).
Review the error messages carefully â they identify exactly what needs to be corrected before reprocessing.
đĄ Tip: If you click Attempt Reprocess ERA and no errors appear, click the ERA row itself to expand the hidden detail section.
Fixing and Reprocessing a Failed ERA - Common Error Types
Once you've identified the error type, ChiroHD offers inline fix options directly on the ERA card:
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Once any inline fixes are applied, click Attempt Reprocess ERA to re-run the ERA against the corrected data.
When Reprocessing Helps vs. Doesn't
Keep in Mind: Reprocessing re-runs the ERA against your current configuration and billing data. It does not modify the ERA file itself.
If reprocessing repeatedly fails with no change in the error, stop and assess whether the fix needs to happen outside of ChiroHD before trying again.
Marking an ERA as Manually Entered
If an ERA cannot be reprocessed and you need to clear it from the Failed list urgently, you can post the EOB manually and then mark the ERA as handled:
Post the EOB manually in ChiroHD as you normally would.
Return to the Failed ERA list and locate the ERA.
Click Mark as manually entered in the Actions column.
Confirm when prompted.
The ERA will be removed from the Failed queue.
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NOTE: Use this only when the EOB has genuinely been posted manually â not to clear items without taking action on them.
Reprocessing a Failed ERA After Updating a Behavior
To apply a new or updated behavior to an ERA that previously failed or allocated incorrectly:
Navigate to your Live Location, Insurance Tab, Insurance Dashboard.
Find the affected ERA in the Failed tab, or the affected EOB in EOB History.
Click Attempt Reprocess ERA.
ChiroHD re-runs the ERA with the updated behavior mapping. Custom behaviors take effect on the next ERA processing run â they do not retroactively update already-processed EOBs. If all errors are resolved, the ERA moves out of Failed and the resulting EOB(s) appear in Pending EOBs for your team to review and finalize.
When to Escalate to Support
Contact ChiroHD support when:
Please see our other resources on How to Contact ChiroHD Support for the methods and up to date contact information.
â Key takeaways
Most ERA errors in ChiroHD can be fixed with patient mapping, ledger corrections, or modifier updates.
Missing ERAs are often due to file extension mismatches, SFTP issues, or configuration problems.
Reprocess after making data corrections; do not reprocess files with missing key segments.
Use "Mark as Manually Entered" only after physical posting; not for unaddressed items.
Escalate only after all troubleshooting steps are exhausted, with all relevant details included.
đ Conclusion
This guide provides a structured process for identifying, correcting, and escalating ERA-related errors in ChiroHD. By following these steps, you can efficiently resolve most issues, ensuring accurate ERA processing and minimal manual intervention.