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Support Response Times

Please be aware that we are currently experiencing higher-than-usual ticket volume, resulting in longer response times. Our Support team is actively working through the backlog to restore our usual response times. We recognize the impact these delays can have and appreciate your patience.

What to Expect

  • Tickets are prioritized based on the nature and urgency of the issue, then worked in the order received within each priority level.

  • Each ticket will be reviewed and addressed by our Support team.

  • Please monitor your ticket through the Support Portal for updates and responses.

  • Give Minerva, our AI support agent, a try. We’ve received very positive feedback from customers using her. If you haven’t tried her yet, she’s a great place to start for immediate help with product questions.

  • If an issue requires immediate attention or prevents you from working, please call Support so we can promptly assess and prioritize it.

Thank you for your patience, understanding, and continued partnership.

    Ohio Medicaid FFS – Delayed Payer Reports

    UPDATE: 10/01/2026 11:30 AM EST

    Etactics is currently experiencing a delay in receiving 277 Payer Reports for Ohio Medicaid Fee-For-Service (FFS) claims.

    Affected Claims

    • Payer ID: MCDOH

    • Claim Types: Professional (837P) and Institutional (837I)

    • Submission Date: September 21, 2026, through the present

    Etactics has opened a ticket with the payer's intermediary. The intermediary has acknowledged the delay and is actively investigating the issue.

    What You Need to Do

    Do not resend claims. If claims submitted during this timeframe currently show a "Sent to Payer" status, please do not retransmit them. The delay is affecting the availability of the 277 Payer Reports and does not indicate that the claims need to be resubmitted.

    We will update this announcement as additional information becomes available.

    Thank you for your patience while Etactics works with Ohio Medicaid and its intermediary to resolve this issue.

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