The beauty of Healthcode’s Clearing Service is that you can submit electronic invoices to multiple insurers at once. Each invoice is then automatically validated against the criteria set by the insurer concerned to ensure it is ready for payment on receipt.
The vast majority of invoices are validated first time but sometimes you might see a section of the invoice highlighted and an error message. The purpose of error messages is to flag issues so you can amend and resubmit the invoice straight away.
If you raise invoices on a third-party practice management system and submit them through VEDA, here is our guide to the most common error messages and what you can do to resolve them. ePractice users should click here for their own guide:
1. Access Denied
What this means:
You have not set up a Clearing Service subscription.
What you can do:
- Log into your account and select “manage subscriptions” to set up your direct debit payment.
If you are unable to access your account, you can request a payment link to be sent from the Customer Service team to set up the direct debit.
2. Invalid User Name/Password
What this means:
The incorrect details / password have been entered into the third-party system.
What you can do:
- Contact Healthcode’s Customer Service team. It will help us resolve the issue more quickly if you have your welcome email from the registrations team to hand.
- Speak to your own system vendor.
3. Payee Provider – Must be M
What this means:
The practitioner is not set up as a payee provider (who gets paid directly by the insurer) and we do not have consent to process these invoices.
What you can do:
- Request, complete and return a data processing consent form via Customer Service.
4. Hospital not mapped
What this means:
The treatment location has not been mapped (added) to your account. In rare cases, it may be because an insurer doesn’t recognise a particular treatment site.
What you can do:
- Contact Customer Service with the name and address of the treatment location, along with a user ID / Site ID for mapping.
5. Treatment setting must be I, O or D
What this means:
The invoice has the incorrect service setting for the treatment/procedure. For example, heart surgery couldn’t take place in a consulting room and would need to be at an inpatient care facility like a hospital.
What you can do:
- Select the correct treatment setting on the invoice. These are: I= Inpatient O= Outpatient D= Day case.
If you need further help with invoice submission and validation, contact:
- Harley the help bot can answer queries or get a member of the team to contact you. Click on the Harley icon on the bottom right of the Healthcode website to get started.
- Customer Service - available Monday to Friday from 08:00 to 18:00, excluding bank holidays, on 0330 900 4900 or This email address is being protected from spambots. You need JavaScript enabled to view it..