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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: after a Post payment failure, look in Open Dental first, then use this page. If the payment already matches the EOB, posting again is allowed. If the amount is different, fetch and review before you approve again.

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 Fetch, Approve, Reject, Test, and similar.
Popup after Post payment Success (ClaimPaymentNum and amount) or the error, with View audit.
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 Open Dental API calls for this EOB, plus each failed signal (name, date, codes, amounts).
API Logs (Clinic settings) Clinic-wide diary of calls to Open Dental.

Example. Jennifer posts Maria Santos. A popup 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 file is the wrong kind (a statement, a claim form, or a layout Ordo does not read yet)
  • The recommended claim is the wrong visit
  • You are in Demo instead of Actual (or the reverse)
  • Your role does not include that button
  • Posting Analytics looks wrong because of filters or a duplicate upload
  • Payment Analysis shows NA because a fee schedule or date map is missing

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 supported remittance 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 / We don't read this layout yet The printed template is not one Ordo reads today. Current list: What files and layouts Ordo reads. Confirm it is a remittance from the payer portal, not a letter or claim form. Post that check in Open Dental by hand if the layout is not supported. Archive the failed file so it does not clutter Failed. Yes, if it is one of the supported layouts and still fails — send the EOB ID and time.
OCR ran but found little readable text / older OCR is not supported A JPG/PNG or scanned PDF was too poor to read, or an older failed job still shows the previous wording. Prefer a text PDF from the payer portal. A sharp, full-page photo can work. No, unless a known good remittance is treated as unreadable.
No claims extracted Ordo recognized a supported layout but found no claim/procedure lines. Re-export a clean PDF. Do not scan a printout at an angle. Yes, if a normal supported 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 it matches the EOB, Ordo shows Already Posted. If it differs, fetch and review. 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. If the amount matches the EOB, status is Already Posted (success). If it differs, fetch and review. Yes if you did not expect a check to be there.
Post payment failed / Push failed / Open Dental API 400/401/429/504 A real write failure (connection, key, locked claim, eConnector, rate limit, or a business rule). Attached-check messages with matching amounts are Already Posted, not this case. Check Open Dental. If the money matches the EOB, you should see Already Posted. If not, approve again only after you know. Decoder: Open Dental errors. Yes immediately if you are unsure.
Success popup with a claim payment number The write worked. You are done with that patient on this file. Post payment is off. 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.

Analytics and fee schedules

You see Why What you can do Need Ordo?
NA in Contracted / Expected / Underpay, remark Missing clinic fee No contracted fee for this insurer, code, and date of service. Owner/Admin: add or fix the fee schedule or date map, then Run again. See Fee schedules and date maps. No.
Date range overlaps an existing mapping (…) Two date maps for the same insurer would cover the same day. Give the older map an end date first, then add the new one. No.
No extracted EOBs match these filters Payment Analytics → Remittances has nothing in scope. Widen the payer, EOB, or date filters. No.
No CDT fees found for this date Fee Analysis found no mapped schedule for the insurers and date you picked. Check the insurers’ date maps cover that date. No.
Fetch job Failed / Partially complete Open Dental did not answer for some or all dates. Retry errored dates or Retry. If it repeats, Admin: Test the Open Dental connection. Yes if Test passes and jobs still fail.
You don’t have the Analytics AI permission Your role lacks Analytics AI chat. Ask an Owner to tick it on your role. No.
Payment analysis failed / Fee analysis failed / Analytics AI chat failed The calculation did not complete (session, server, or a very large request). Sign in again and try once. For Fee Analysis, pick fewer insurers or codes. Yes after one retry.

Appointments, online booking, and patient messages

These have their own page: Appointments and booking errors — including what patients may see on your booking page.

Reach out to Ordo

If the table says Need Ordo? Yes, or if you need help with any issue, email our dedicated support group at help@perfect.ventures.

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

Send this instead (copy and fill in):

To: help@perfect.ventures
Subject: [Ordo Issue] <Short summary>

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.