eClaims with Rejected by Clearing House Status

eClaims with a Clearinghouse Rejected status did not reach the clearinghouse. Use the steps below to determine whether you can resolve the issue or if you need to contact Tops Support.

Locate Rejected Claims

1. Go to Matrix > Claims.
2. From the top-left dropdown, select Unpaid Claims.
3. From the top-right dropdown, select Rejected by Clearing House.

Rejected claims will display a yellow caution icon.

Hover over the icon to view the rejection reason.

How to Fix Common Rejection Messages

Operation Successful with Validation Errors...

This means the claim reached the clearinghouse but contains correctable erro

What to do:

1. Note the error message.

   Correct the error in the Tops Ortho chart.

   Refresh the Claims Matrix using:

   • Unpaid Claims
   • Rejected by Clearing House
2. Repeat until no errors remain.

Once all errors are resolved:

• The claim will no longer appear under Rejected by Clearing House.
• It will move to Unsent Ready-to-File with an Open status.

Resubmit the claim:

• Check the box next to the claim.
• Click e-File Checked Claims.

Common Rejections

Click here for Common Rejections if your rejection validation begins with Operation Successful with Validation Errors...  If the rejection does not begin with Operation Successful, keep reading below.

e-Claims Configuration Rejections

Please visit the article referenced at the bottom of this page titled eClaims FAQ for any temporary issues we may be experiencing with eclaims.

DXC eClaims Group ID

• Your Group ID (also called the Account # in DentalXChange) is invalid.

  Fix:

  • Go to TopsOrtho > Practice Setup > eClaim.
  • Verify the Group ID and correct if needed.
  • The ID must include a leading hyphen (example: -12345).
  • Tab out of the field to allow Tops to auto-populate the hyphen.

Invalid User i.e. ( );

• Your DentalXChange login credentials are incorrect.

  Fix:

  • Go to TopsOrtho > Practice Setup > eClaim.

    Verify:

    • Login ID equals your DentalXChange username
    • Password equals your DentalXChange password
• Important notes:
  • DentalXChange passwords must be reset every 90 days.
  • If you reset your password on the DentalXChange website, you must also update it in Tops.
  • To avoid frequent updates, we recommend creating a DentalXChange user specifically for Tops.
• Contact Tops Support at 770.627.2527 for assistance.

Operation Failed (No Error Message)

• The claim did not reach DentalXChange.

  Contact Tops Support at 770.627.2527.

Malformed Document Sent

• The claim does not meet DentalXChange formatting requirements.

  Common causes include:

  • Too many characters in a field
  • Missing required data
• What to do:
  • Correct formatting issues in the Tops Ortho chart.
  • If edits cannot be made, contact Tops Support at 770.627.2527.

Invalid PMS i.e.( );

This indicates one of the following:

• Tops is not selected as the Practice Management System in DentalXChange, or
• The DentalXChange username and password are linked to multiple account numbers.

DentalXChange must grant permission to create a new username and password.

Contact Tops Support at 770.627.2527 for next steps.

Service Not Contracted i.e.( );

• The Tops RCM Bundle is not registered in your DentalXChange account.

  Fix:

  1. Log in to DentalXChange.
  2. Click Account.
  3. Under Services, select Add or Remove Services/Packages.
  4. Register for the Tops RCM Bundle.

If there is no indicator or message, but there is a Clearinghouse Rejected status, please contact Tops at 770.627.2527.