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EVV Known Issues and Resolutions, Volume 3

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The Texas Medicaid & Healthcare Partnership (TMHP) has recently received feedback from Electronic Visit Verification (EVV) program providers and financial management services agencies (FMSAs) about ways to enhance their user experience of the HHAeXchange system. The topics listed in this article highlight the most frequently occurring issues that EVV users have identified in which they require additional support.

The table below provides resolutions or further information for the issues that users have identified.

Note: The following topics have been updated from volume 2 to provide clarification and additional informational resources:

  • Billing EVV Claims Through TMHP
  • HHAeXchange EVV Aggregation Transaction Manager
  • Large Number of Visits Pending Confirmation
HHAeXchange Knowledge Base

EVV service providers, Consumer Directed Services (CDS) employees, program providers, FMSAs, and CDS employers are strongly encouraged to use the HHAeXchange Knowledge Base, which provides comprehensive resources, including:

HHAeXchange and HHAeXchange+


In addition to the computer-based HHAeXchange Provider Portal, EVV program providers, FMSAs, and CDS employers are encouraged to use the free HHAeXchange+ mobile application (app). The HHAeXchange+ app allows service providers and CDS employees to clock in and out onsite, manage schedules, communicate with their agency, track and transmit notes, and perform other administrative tasks.

Apple and Android device users can search for and download the HHAeXchange+ app from the App Store or Google Play.

Detailed instructions for setting up and using the HHAeXchange+ app are available in the HHAeXchange+ Mobile App Caregiver Guide.

Data Migration from Legacy Vendors

Program providers and FMSAs that transitioned from previous EVV systems (AuthentiCare or Vesta) and are concerned about missing data should be aware that only the following data was transferred to the new HHAeXchange system:

  • Five years of profile data
    • Service provider information
    • Member information
    • CDS employer information
    • Service authorization information
  • One year of accepted visit information (from the EVV Aggregator)

Note: Future visit schedules are not part of the data migration.

If any of the data listed above is missing, program providers and FMSAs should email or call HHAeXchange at 833-430-1307.

For more information about the EVV data conversion process, refer to Reminder: Electronic Visit Verification Data Access and Conversion.

Billing EVV Claims Through TMHP

In addition to billing in HHAeXchange, program providers and FMSAs can bill EVV claims through TMHP in two ways:

EVV Alternative Devices

An alternative device is an HHSC-approved electronic device that allows service providers and CDS employees to clock in and clock out of the EVV system from the member’s home. Program providers and FMSAs using HHAeXchange are eligible to receive a limited number of free alternative devices.

For information on how to request a free alternative device and purchase additional alternative devices, refer to Ordering EVV Alternative Devices from HHAeXchange on the HHSC web page.

Additionally, refer to the amended Section 7040 Alternative Devices, of the EVV Policy Handbook.

Documenting Missed Visits in HHAeXchange

A missed visit occurs when a service provider or CDS employee is unable to conduct a visit. Missed visits should not be recorded by manually entering a visit with zero hours.

To document a missed visit in the HHAeXchange system, leave the time fields in the “Visit Information” section blank, and click the Missed Visit checkbox. Select the appropriate option from the New Reason drop-down box. This allows the missed visit to be tracked without it being sent to the EVV Aggregator.

For more information, refer to the Missed/Deleted Visits section of the No Confirmations Received instructions.

HHAeXchange EVV Aggregation Transaction Manager

The EVV Aggregation Transaction Manager allows providers to manage visits that have been approved or rejected by the EVV Aggregator. It is accessible through the drop-down menu of the Admin tab on the HHAeXchange navigation panel.

To submit visits to the EVV Aggregator from the EVV Aggregation Transaction Manager, go to the Ready tab, click Bulk Action to select all visits in Ready status, and click Submit to Aggregator.

For more information, refer to the EVV Aggregation Transaction Manager instructions and the HHAeXchange EVV Aggregation Transaction Manager Rule Holds and Resolutions document.

HHAeXchange System EVV Services Details Missing

The HHAeXchange system does not reflect key details about EVV-related services, including narrative descriptions of the EVV Service Bill codes during clock-in and clock-out.

Service providers, CDS employees, program providers, FMSAs, and CDS employers must refer to the latest HHSC EVV PCS Service Bill Codes Table (Excel) and EVV HHCS Service Bill Codes Table (Excel) for descriptions of the available bill codes.

When clocking in and clocking out for unscheduled visits, service providers and CDS employees can only select from the authorized service bill codes (HCPCS and Modifier) that are displayed. For scheduled visits, service providers do not have to select a service bill code because the service code is automatically determined from the schedule.

Large Number of Visits Pending Confirmation

Program providers, FMSAs, and CDS employers should review the requirements for clocking in and clocking out according to the schedule type and communicate with service providers and CDS employees so that the maximum number of visits can be automatically verified.

EVV users who perform visit maintenance should review the Call Dashboard daily for any visits that are not automatically confirmed to ensure services were rendered at the appropriate time and location. If a visit has been manually entered, reject the call from the call dashboard that is associated with the same visit.

HHAeXchange can answer questions about resolving automatic verification issues through Open Hours sessions. On the HHAeXchange Texas Info Hub, refer to the Open Hours page for upcoming Open Hours training opportunities.

Program providers, FMSAs, and CDS employers are encouraged to review the Provider Portal FAQs, pages 10–13, to see the top five reasons why visits are on the Call Dashboard in Texas, how to resolve the issues, and how to prevent the issues.

Additional Call Dashboard training is available in the “Call Dashboard” and “Call Dashboard Resolutions” sections of the HHAeXchange EVV Management process guide.

Clocking In and Out During Overnight ShiftsHHAeXchange is configured to automatically split an overnight shift into two separate EVV visit transactions: one ending at 11:59 p.m. and one starting at 12:00 a.m. for the two affected days. The service provider should only clock in once at the beginning of the shift and then clock out once at the end of the overnight visit.
HHAeXchange Learning Management System (LMS) Credentials/
Access Issues

Program providers and FMSAs reported missing LMS credentials or having trouble completing the LMS test.

LMS credentials are sent within 48 hours of submission of the HHAeXchange Provider Onboarding Form to the email address that was entered in the form. Navigate to the LMS at

Note: The system click-through training at the end of each module simulates workflow in HHAeXchange.

To access the Texas LMS Quiz, click Texas LMS Quiz at the bottom of the learning plan. Once it loads, click Start Learning Now. If the quiz does not launch, click Retake the test.

Program providers and FMSAs can email HHAeXchange at to have their credentials resent or for guidance on accessing the Texas LMS Quiz. Include the agency name and National Provider Identifier (NPI) when submitting a request.

For questions or more information about HHAeXchange, email or visit the HHAeXchange web page.

For general questions about EVV, email TMHP at