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Errors and getting help

When Ordo cannot finish a step, it shows a status (Failed, Needs review, No match) and often a short message. This page is the decoder ring: what that usually means, what you can try, and when to stop and reach out to Ordo.

The one rule: do not keep clicking Post payment after a failure. Stop, read the message, then use this page.

Stories and walkthroughs: When something looks wrong. Open Dental HTTP codes and posting refusals: Open Dental errors. What each button changes: Operations and Statuses.

How to read an error

Where it appears What it is
Red or amber toast (corner of the screen) A one-line message for the action you just took.
File status Failed on the EOB Dashboard Ordo could not read the PDF, or a later step failed for that file.
Patient status Needs review, No match, Hard mismatch Matching needs a person. Not always a product bug.
Audit tab Each failed signal is one comparison (name, date, codes, amounts).
API Logs (Clinic settings) Technical diary of calls to Open Dental. Use this when posting or Fetch fails.

Example. Jennifer posts Maria Santos. A toast says Open Dental changed since approval. That is not “Ordo is down.” It means the chart changed after Mike approved. She fetches again, checks the lines, approves, and posts once.

What you can try vs when to contact us

Try it yourself when:

  • You skipped Fetch Open Dental
  • The PDF is the wrong kind of file (photo, statement, non-Cigna layout)
  • The recommended claim is the wrong visit
  • You are in Demo instead of Actual (or the reverse)
  • Your role does not include that button
  • Reports look wrong because of filters or a duplicate upload

Contact Ordo when:

  • The same failure happens after one careful retry
  • Posting may have written money and still showed an error (risk of a double post)
  • The whole clinic cannot sign in
  • Open Dental connection test fails after the customer key is saved
  • A Cigna PDF that used to work suddenly always fails
  • You are not sure whether the payment landed in Open Dental

Common messages

Each row: what you see, why it happens, what to do, and whether you need us.

Upload and reading

You see Why What you can do Need Ordo?
Unsupported EOB format / expected Cigna Dental layout The reader today understands Cigna Dental standard remittances. Other carriers or layouts are not parsed. Confirm it is a Cigna remittance PDF from the payer portal, not a photo or a claim form. Post that check in Open Dental by hand if it is another carrier. Archive the failed file so it does not clutter Failed. Yes, if it is a standard Cigna Dental EOB and still fails — send the EOB ID and time.
No claims extracted Ordo recognized Cigna-ish layout but found no claim/procedure lines. Re-export a clean PDF. Do not scan a printout at an angle. Yes, if a normal Cigna remittance comes out empty.
You must be signed in to upload / Session expired The login timed out. Sign in again, then upload. No, unless it happens immediately after a fresh sign-in.
Could not reach the server Network, VPN, or Ordo is briefly unreachable. Check internet, try once more. Yes, if it lasts more than a few minutes for the whole office.
File stays Extracting for a long time The job is queued or stuck. Refresh the dashboard. Wait a few minutes. Yes, if it never becomes Extracted or Failed.

Matching (Open Dental tab and Audit)

You see Why What you can do Need Ordo?
Open Dental tab is empty You opened the patient before Fetch Open Dental. Select the patient, click Fetch Open Dental, then open the row. No, unless Fetch itself errors.
Hard mismatch / Approve disabled Identity checks failed (patient, date of service, or procedure codes). Dollars can still add up. Open Audit. Pick another claim candidate, or Reject match. Do not approve a hard mismatch. No for a wrong visit. Yes if every candidate on a clearly correct patient is hard-mismatch.
Patient name mismatch — EOB has … Open Dental has … Names differ (married name, typo, extra hyphen). Confirm the chart. Edit extracted name if your role allows, then fetch again. No, unless the names are clearly the same person and Audit still blocks everything.
Date of service mismatch Recommended claim is a different visit (two cleanings in one month). Pick the claim with the EOB date. No.
No match No plausible Open Dental claim in the replica. Search Open Dental. Sync (Admin), fetch again. Enter the claim in Open Dental if it was never charted. Yes if the claim is sitting in Open Dental and Fetch/Sync still cannot see it.
Pick a candidate without a hard mismatch You tried to approve a flagged claim. Choose a different candidate or reject. No.

Approve and post

You see Why What you can do Need Ordo?
Approve failed / Reject failed The save did not complete (session, permission, or server). Sign in again. Confirm your role includes Approve/Reject. Try once. Yes after one retry.
Enter a remark, or uncheck Add remark You ticked the payment-remark box but left it blank. Type a note or untick the box. No.
Pick a candidate without a hard mismatch / Cannot approve a hard-mismatch candidate Identity checks failed on the selected claim. Open Audit. Pick another claim or reject. No.
That Open Dental claim is no longer a valid match The replica changed after you loaded candidates. Refetch, then approve again. No.
Open Dental changed since approval Someone edited the claim in Open Dental after you approved (line gone, code changed, or amount already there). Ordo will not overwrite quietly. Fetch, read the lines, approve again, then post once. No, unless it repeats every time with nobody editing the chart.
ClaimProc … already has InsPayAmt / Verify failed for ClaimProc The chart already has money on that line, or the write did not stick. Look in Open Dental. If the payment is there, stop. Yes immediately if you are unsure.
InsPayAmt cannot be updated once the procedure is attached to a check Open Dental already has a check on that line. Open the chart. If the money is there, stop. Yes if you did not expect a check to be there.
Post payment failed / Push failed / Open Dental API 400/401/429/504 The write to Open Dental did not finish (connection, key, locked claim, eConnector, rate limit, or a business rule). Do not click Post again yet. Check Open Dental: is the money already there? If yes, stop. If no, check API Logs, test the connection, then post once. Decoder: Open Dental errors. Yes immediately if Open Dental already shows the payment or you are unsure.
Success toast with a claim payment number The write worked. You are done with that patient on this file. No.

Sign-in, roles, and connection

You see Why What you can do Need Ordo?
Invalid or expired code Email code was wrong or too old. Request a new code. Check spam. No, unless codes never arrive.
Missing Post payment or Upload Your role does not include that permission. Ask an Owner to change the role. Do not share logins. No.
Whole clinic cannot sign in Practice not set up, inactive users, or access turned off. One Owner tries a password reset. Yes — this is Ordo-side access.
Connection test failed / Open Dental sync failed Customer key, API URL, eConnector, or Open Dental API rejected the call. Admin: confirm the customer key, Test, then Sync. See API Logs. Yes if Test still fails with a saved, current key.
Open Dental API 401 Keys invalid, unassigned, or disabled. Re-save the customer key. Test. Do not paste keys into chat. Yes if the key is current and Test still fails.
Open Dental API 429 / 504 Too many requests queued, or the office took longer than 60 seconds. Wait, then retry once. If this was Post, check the chart first. Yes if it keeps happening.
eConnector is not running The office connector service is stopped. IT / Open Dental: start eConnector, then Test in Ordo. Yes if you cannot start it.
No organization found for your account The user is not attached to a practice. Do not keep signing up. Yes.

Reach out to Ordo

If the table says Need Ordo? Yes, contact the Ordo team at Perfect Ventures (the people who onboarded your clinic).

Do not paste the full EOB PDF or a screenshot of patient names into a group chat.

Send this instead (copy and fill in):

What I was doing:
What I saw (copy the exact message):
EOB ID (from the dashboard row):
Patient name as shown in Ordo (if needed):
Time (your timezone):
App mode (Demo or Actual):
Did I already click Post payment? (yes/no)
Did Open Dental already show the insurance payment? (yes / no / not sure)

If posting might have happened twice, say that in the first sentence. We would rather check the ledger with you than have you click Post again.