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Important Reminders for HHAeXchange Customer Support Requests

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Program providers, financial management services agencies (FMSAs), and Consumer Directed Services (CDS) employers that use HHAeXchange as their state-provided Electronic Visit Verification (EVV) system vendor can submit support requests through the following methods:

In the Client Support Portal, system users can create a categorized ticket that describes and tracks their inquiry with a general response time of 24 hours after submission. Similarly, when a system user contacts HHAeXchange by phone or email, a ticket is also created in the system for tracking purposes.

If more information is needed to address the inquiry, HHAeXchange will email the user at the email address associated with the ticket. So that inquiries and tickets are resolved as efficiently as possible, all program providers, FMSAs, and CDS employers that use HHAeXchange as their EVV system should ensure that:

  • A designated point of contact (also known as the EVV System Administrator) is established.
  • The necessary staff, including the designated point of contact, can access and regularly check and respond to emails that are configured to receive HHAeXchange responses.
  • Any requests for additional information are promptly responded to.
  • The designated point of contact can answer requests for additional information in a timely manner.

If HHAeXchange requests additional information but does not receive a response in a timely manner, the inquiry may be delayed or unresolved. If HHAeXchange has not received a response for requested information after three attempts, they may close the ticket.

To contact HHAeXchange, select Contact Information located on the left navigation menu on the HHAeXchange Texas Information Center web page.

Users can find additional contact information in the EVV Contact Information Guide for Program Providers and FMSAs and the EVV Contact Information Guide for CDS Employers located on the TMHP and HHSC EVV web pages.