Sandata EVV Shifts Rejection Error: "Client Not Found. Clients Must Have Been Previously Received From Payer to Be Updated via AltEVV"
Sandata EVV Shifts Rejection Error: "Client Not Found. Clients Must Have Been Previously Received From Payer to Be Updated via AltEVV"
Overview
When sending EVV records to Sandata from the EVV Management page, you may receive the following rejection error on a shift:
Client not found. Clients must have been previously received from payer to be updated via AltEVV.
This error typically indicates that the client record has not yet been successfully sent to Sandata. Sandata must receive the client record before it can accept EVV shifts for that client.
Resolution
Step 1: Send the Client Record to Sandata
- Navigate to Menu → Accounting → EVV Management.
- In the Type dropdown, select Clients.
- Set the filters as:
- Submission Filter: All
- Status: Any, Active, or Inactive
- Client: Select a specific client or leave blank to search all clients.
- Click Search.
- Locate the client record and verify there are no existing errors or rejections.
- Send the client record:
- To send a single client, click the red arrow on the far right of the client record.
- To send multiple clients, select the checkbox next to Client at the top of the results and click the green arrow in the upper-right corner of the search results section.
Step 2: Resend the Rejected Shifts
- After the client record has been successfully accepted by Sandata, return to the Type dropdown and select Shifts.
- Search for the shifts that were previously rejected.
- Resend the shifts to Sandata.
Once the client record has been successfully processed, the shifts should be accepted without receiving the "Client Not Found" rejection.
Additional Notes
- Sandata requires the client record to exist before EVV visit data can be submitted.
- Sandata also requires the staff record to exist before EVV visit data can be submitted. If you receive a rejection indicating the caregiver or employee cannot be found, follow the same process outlined above, but select Staff from the Type dropdown in EVV Management and ensure the staff record is successfully sent to Sandata before resending the shift.
- If the client or staff record continues to reject, review the rejection details and resolve any issues before resubmitting the shifts.
- Always confirm that both the client and staff records have been successfully transmitted before resending rejected shifts.
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