Troubleshooting MatrixCare Integration Issues

Last updated: June 9, 2026

When a MatrixCare push does not work as expected, the issue is usually related to resident matching, duplicate profiles, required MatrixCare document settings, or the folder where documents are being sent. Use this guide to check the most common causes before contacting exacare ai support.

When to use this guide

Use this guide if:

  • You are trying to push a resident or documents from exacare ai to MatrixCare.

  • You see an error while creating or pushing a resident to MatrixCare.

  • Documents show as pushed in exacare ai but do not appear in MatrixCare.

  • MatrixCare shows duplicate or locked resident records.

  • Documents are going to the wrong MatrixCare folder.

Prerequisites and important notes

Before troubleshooting, confirm:

  • Your facility has an active MatrixCare integration with exacare ai.

  • You have permission in exacare ai to push the resident or documents.

  • The resident’s key details are correct in exacare ai.

  • The resident can be found in the correct MatrixCare facility if they already exist there.

MatrixCare matches residents using details such as first name, last name, date of birth, sex, and SSN when provided. Small differences between exacare ai and MatrixCare can prevent a successful match.

Preview

Step 1: Check the resident’s details

If the push fails while creating or matching a resident, compare the resident’s information in exacare ai and MatrixCare.

Check:

  • First name

  • Last name

  • Date of birth

  • Sex or gender

  • SSN, if your organization uses it in MatrixCare

  • Facility

If any of these fields are different, update the incorrect record and try the push again.

Step 2: Check for duplicate resident profiles in MatrixCare

If you see a message like:

There are multiple matching profiles in MatrixCare.

MatrixCare may have more than one resident profile that matches the information sent from exacare ai.

To resolve this:

  1. Search for the resident in MatrixCare.

  2. Review any duplicate profiles.

  3. Delete, merge, or update duplicate profiles according to your organization’s MatrixCare process.

  4. If appropriate, add a unique SSN to the resident profile.

  5. Return to exacare ai and retry the push.

Step 3: Resolve partial match or locked resident errors

Some MatrixCare organizations use settings that can create a locked resident record when MatrixCare finds a possible, but not exact, match.

This can happen when some fields match, such as date of birth or SSN, but other fields are slightly different, such as the resident’s first name.

If you see an error saying that a resident conflict or locked record was created:

  1. Open MatrixCare.

  2. Find the locked or conflicting resident record.

  3. Merge or resolve the locked record in MatrixCare.

  4. Update the resident’s details in exacare ai so they match MatrixCare exactly.

  5. Retry the push from exacare ai.

The push should succeed once MatrixCare has one clear resident match.

Step 4: If documents do not appear in MatrixCare

Sometimes documents may appear to push from exacare ai, but they do not show in MatrixCare.

Check whether the MatrixCare folder requires document From/To dates. If the folder requires document dates, documents from exacare ai may not import correctly.

To resolve this, ask your MatrixCare administrator to either:

  • Turn off the “Require Document From Date” setting for the folder where exacare ai documents are sent, or

  • Create a new document folder with “Require Document From Date” set to “No.”

After the folder is updated or created, contact exacare ai support with the exact folder name so we can help confirm the upload location.

Step 5: If documents are going to the wrong MatrixCare folder

By default, exacare ai documents may be sent to a standard MatrixCare folder, such as Admission Records. If your organization wants documents sent to a different MatrixCare folder, the folder name must exactly match an available MatrixCare document category.

To request a folder change, contact exacare ai support and include:

  • Organization name

  • Facility name, if the change should only apply to one facility

  • Exact MatrixCare folder or document category name

  • Whether the change should apply to all facilities or only one facility

Expected result

After the issue is resolved:

  • The resident is created or matched correctly in MatrixCare.

  • Documents pushed from exacare ai appear in the correct MatrixCare folder.

  • Duplicate or locked MatrixCare records no longer block the push.

  • Future pushes for the same resident should work as long as the resident details stay aligned.

Troubleshooting quick reference

Issue

What to check

What to try

Error creating resident in MatrixCare

Resident demographics and facility

Make sure name, DOB, sex, and SSN match MatrixCare

Multiple matching profiles

Duplicate residents in MatrixCare

Resolve duplicates or add a unique SSN if appropriate

Locked or conflicting resident record

Partial match in MatrixCare

Merge or resolve the locked record, then retry

Documents do not appear in MatrixCare

Folder date requirements

Confirm “Require Document From Date” is set to “No”

Documents go to the wrong folder

MatrixCare document category

Send the exact folder name to exacare ai support

When preparing to contact exacare ai support

Please gather:

  • Facility name

  • Resident name or referral ID

  • Date and time the issue happened

  • Screenshot of the error or missing document

  • Exact error message, if shown

  • Whether the issue affects one resident or multiple residents

  • Whether the resident already exists in MatrixCare

  • The last time a MatrixCare push worked successfully, if known

Having these details ready helps exacare ai support investigate faster.

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