6. Common Managed Care Agent Errors
Last updated: July 10, 2026
When submitting a prior authorization through the Managed Care Agent (MCA), you may occasionally encounter an error that prevents the authorization from being submitted. Below are the most common errors, why they occur, and what you can do to resolve them.
Missing Care Setting Details
What you'll see
Missing care setting details
Home & Community does not have this patient's current care setting on file. Confirm the current care setting to add the patient's current location and admit date before resubmitting.
*Note: this error is specific to Home & Community
Why this happens
The payer does not have the patient's current care setting on file. This information is required before a prior authorization can be submitted.
What to do
Click Confirm Current Care Setting.
Enter the patient's current location and admit date.
Resubmit the prior authorization.
Patient Not Managed by Selected Care Provider
What you'll see
This patient is not managed by the selected care provider.
Why this happens
The payer indicates that the selected care provider is not responsible for managing this patient's authorization.
What to do
Verify that the correct ordering provider or servicing provider has been selected.
If the information is accurate then verify that you are submitting through to the correct payer portal.
Patient Information Does Not Match Payer Records
What you'll see
There was an issue with your search. Patient birth date does not match that for the patient on the database. Please correct and resubmit.
Why this happens
The patient's date of birth does not match the information on file with the payer.
What to do
Verify the patient's date of birth.
Correct the information if needed.
Resubmit the prior authorization.
Diagnosis Code Not Found
What you'll see
No diagnosis item found matching ICD-10 code "<code>" in the payer search.
Why this happens
The diagnosis code entered could not be found or recognized by the payer.
What to do
Verify the ICD-10 code is correct.
Correct any typos or formatting issues.
Resubmit the prior authorization.
General Submission Error
What you'll see
Platform marked submission as error with status [ERROR_AUTHORIZING].
Why this happens
The payer platform encountered an unexpected error while processing the authorization request.
What to do
Wait a few minutes and try submitting again.
If the issue persists, contact exacare support and provide:
Patient name
Payer
Facility
Approximate time of submission
A screenshot of the error message
Still Need Help?
If you're unable to resolve the issue after following the guidance above, contact exacare support via the in-app chat and include:
Patient name
Payer
Facility
Approximate time of submission
A screenshot of the error message