Resolved -
Thank you for your patience. The issue preventing EVV calls from linking to visits from the Call Dashboard and at the visit level has now been resolved. You should no longer see the error message “Visit is not linked successfully” when linking calls and calls have been restored to display in the Call Dashboard.
You can now return to confirming visits and continuing billing and payroll processing as usual. We know how important this functionality is to your day-to-day operations and appreciate your understanding while we worked to restore it.
Feb 20, 05:34 EST
Update -
As we continue working to resolve the EVV call linking issue, visits are currently not displaying on the Call Dashboard.
There is no impact to caregivers — they can continue clocking in and out as normal.
We expect this to be resolved overnight during the previously communicated update window. Calls will begin displaying in the Call Dashboard in the morning once the update is complete.
We appreciate your patience as we work to fully restore functionality.
Feb 19, 16:49 EST
Update -
We have identified the cause of the EVV call linking issue and will be deploying a fix overnight between 12:00 AM and 2:00 AM EST.
During this time:
- Reports may not reflect the most current data.
- Integrations, file imports/exports, and fiscal processes (including Prebilling, Billing, and Payroll jobs) may be temporarily delayed.
If you manage billing and payroll outside of the HHAeXchange platform, you may manually confirm shifts if needed. Otherwise, you can resume confirming visits and related processes once the fix is in place after 2:00 AM EST.
We appreciate your patience as we work to fully restore service.
Feb 19, 14:19 EST
Update -
The technical team has identified a potential solution and has begun to develop the solution. We appreciate your patience.
Feb 19, 11:42 EST
Identified -
Please note that we have identified the impact to only the New York market. The team continues to work to resolve this issue as quickly as possible.
Feb 19, 10:53 EST
Investigating -
We are currently experiencing an issue preventing EVV calls from linking to visits from both the Call Dashboard and at the visit level. Users may see the error message: “Visit is not linked successfully.”
As a result, visits cannot be confirmed, and billing and payroll processing may be delayed. Our team is actively working to resolve this as quickly as possible. There is no action required at this time. We sincerely apologize for the disruption and appreciate your patience.
Feb 19, 10:48 EST