An Import or Queue Is Stuck

The Import Rejected Everything

A run that rejects every row is almost never a data problem. It means ClaimPod could not read the file in the shape the mapping template expects, usually because the file changed.

Fix: compare the file against the mapping template before working rows individually. Correct the template, then re-run the import. If Re-run is not offered, see below.

The Run Failed With One File-Level Error

Some files fail as a whole: the run reads Failed, and Row Errors holds one message with no row number. The message says what is wrong.

Message says	Cause	Fix
The file is damaged; ask the payer or clearinghouse to re-send it	An 835’s trailers do not match its contents	Ask the payer or clearinghouse to re-send the file
The remittance is written to another X12 version	An 835 not written to the version ClaimPod reads	Ask the payer or clearinghouse for the right version
Every row read as one column	A CSV read with the wrong delimiter	Set the right Delimiter on the mapping, then re-run
The 999 or TA1 answers a control number no claim batch carries	The acknowledgment is for a batch ClaimPod did not send	Check the file came from this client’s clearinghouse

An HL7 file can also carry events ClaimPod does not import. Each one is listed as Unsupported Event, and a file of nothing else imports nothing. A chart merge names the manual step instead, such as keeping both charts and sending new charges under the surviving MRN at the source. A transfer after the visit is billed is flagged as Transfer After Billing.

The Upload Was Refused

Message	Fix
“This file has already been imported.”	The file is already a run. Re-run that run instead of uploading again
“This file is already queued as import #12 and hasn’t started yet.”	Wait for that import to start
“The upload stopped before its import was queued. Upload the file again.”	Upload the file again; it is accepted this time

Re-run Is Not There

Re-run appears only to an administrator, and only on a run that reads Failed or Needs Review while its uploaded file is still kept. Once the file is purged under the retention window there is nothing left to re-read, and the run page says when it was purged. A re-run is also refused as “already queued or running” while the import has not finished.

Fix: if the run page says the source file was purged, upload the file again. If the import is still running, wait for it. Otherwise ask an administrator.

Row Errors Are Hidden

Reading row errors needs the User role, because a message can quote the patient value it rejected.

An administrator without the User role sees the run but not its row errors or its payments, because both name patients.

Fix: ask for the User role, or ask a colleague who has it.

Complete Is Greyed

The bar shows Complete (on a statement review, Release; on a secondary unwind, Mark Done) from the moment you open an item. When it is greyed, hover it to read what it is waiting for. An item Waiting until a later date shows only Return to Queue.

Fix: do what the reason names, or select Return to Queue to work a waiting item now.

Complete Refuses

Completion validates before it closes anything, so an item cannot be closed over an unresolved problem. ClaimPod names what is still blocking it in the bar and in the Problems tab, and the item stays where it is.

Fix: resolve what it names, then complete again.

“Another biller is working this item.”

Someone else holds the item. The same refusal reads “This item is assigned to another biller.” when it is assigned to them but not yet started.

Fix: ask the holder to finish or release it, or take it with Reassign to Me… on the item’s banner.

The Item Went Back to the Queue

This item went back to the queue after 30 minutes without activity.

An item you leave idle for 30 minutes is released so someone else can take it. Your unsaved changes stay on screen.

Fix: select Keep Working to carry on.

The Record Is Gone

This Claim No Longer Exists

The underlying record was deleted or superseded while the item sat in the queue. A re-run of an import supersedes its earlier review items the same way. The notice names whichever record the item was about.

Fix: select Skip Item, choose a Reason (and a Note for Other), then select Skip Item again to keep the queue moving.

My Edits Disappeared

Several things discard edits on purpose:

You selected Reload after a save was refused. Someone else changed the record first, and Reload loads their version in place of your unsaved edits. A Save Was Refused explains it.
The claim changed while you were away from a claim review item. Claim review keeps your edits as a draft while you work, and a recovered draft announces itself as “Draft restored” when you return. A draft made against an older version of the claim is dropped instead, so it cannot overwrite the newer claim. Drafts are also dropped when you sign out, when someone else signs in on the same browser, and after 7 days.
Import Review edits and decisions are not drafts. Reloading the page loses them, and leaving the queue asks first.

Fix: make the edit again on the current record. If edits disappeared any other way, report it through Feedback in the header, with the queue and item number.