When a visit doesn't appear in Sandata, the cause is usually missing information, an incorrect configuration, or an issue with the visit itself. This article covers the most common causes and explains how to identify and resolve each one.
If you haven't yet located the missing visit or checked for an error message, start with Troubleshooting Sandata EVV Sync Issues.
Important: After correcting any issue below, resync the affected visit to send the updated information to Sandata. See Resync a Visit for the steps.
Quick Checklist
Use this checklist to identify potential issues preventing a visit from syncing. Each item is explained in more detail below.
# | Check | What to look for |
1 | Client and caregiver information and sync status | Both profiles contain the required information and show EVV Sync Success |
2 | Service code configuration | EVV Required is enabled, with the correct Program Code and modifiers |
3 | Payer on the client's budget | The correct payer is selected, and the payer name matches the applicable state configuration |
4 | Ending visit coordinates | Ending longitude and latitude are present |
5 | Visit duration | The visit is less than 24 hours |
1. The Client or Caregiver Has Not Successfully Synced to EVV
Both the client and caregiver must successfully sync to Sandata before their visits can sync automatically. If either profile is missing required information or the initial sync has not been triggered, visits may fail to sync.
Check the EVV Sync Status
Open the client's or caregiver's profile in the Giv Dashboard
Look for the EVV status tag below their name
Status | Meaning |
EVV Sync Success | The profile has successfully synced to EVV. |
EVV Sync Failed | A sync attempt failed. Review the error details to determine what needs to be corrected. |
EVV Not Synced | The profile has not attempted to sync to EVV. |
If the status is EVV Sync Failed or EVV Not Synced, review the profile and confirm that all required information is complete before attempting another sync.
Required Information
Caregiver profiles must include:
First name
Last name
Phone number
Social Security number
Address
Client profiles must include:
First name
Last name
Gender
Date of birth
Address
Medicaid ID
The client must also have a budget with an EVV-required service.
How to Resolve
Open the client's or caregiver's profile and review the Basic Info section
Add or correct any missing or incorrect information
Save the changes
Go to Settings within the profile and click Sync EVV Data
Wait a few seconds for the sync to complete. Refresh the page if the status doesn't update
Confirm that the profile displays EVV Sync Success
If the sync fails, Giv will display the reason. Correct the issue identified in the error message and attempt the sync again
Once both the client and caregiver show EVV Sync Success, resync the affected visit
2. The Service Code Is Not Configured for EVV
Only services configured as EVV-required will automatically sync to Sandata. If a visit uses a service code that isn't configured for EVV, it won't be sent.
Related error messages may include:
The ProcedureCode value must be one of the valid values
The PayerProgram provided is invalid
What to Check
Open the service code configuration and confirm:
EVV Required is enabled
The correct Program Code is selected
The required modifiers are configured correctly
The Program Code must match the applicable state configuration. Program Codes vary by state and may also depend on the service being provided.
For example:
Ohio: DD is the Program Code for most EVV-required services.
Indiana: Indiana is the Program Code for most EVV-required services.
How to Resolve
Open the service code configuration in the Dashboard
Confirm EVV Required is enabled
Verify the Program Code and modifiers
Correct the configuration if necessary
Save the changes
Confirm the visit is assigned to the correct service code
Resync the client and caregiver if needed, then resync the visit
Tip: If the visit was assigned the wrong service code, update the visit to use the correct code rather than changing the existing service code configuration.
3. The Payer on the Client's Budget Is Incorrect
The payer on the client's budget must match the payer configured in the state's EVV system. If the payer is missing or entered incorrectly, Sandata may reject the visit or prevent it from syncing.
Related error messages may include:
The PayerID cannot be null
The PayerID format is incorrect
The Payer is invalid
Examples of payer names include:
Ohio: DODD
Indiana: INFSSA
How to Resolve
Open the client's profile and navigate to their budget
Review the payer associated with the EVV-required service
Confirm that the payer name matches the applicable state configuration
Correct the payer if necessary
Save the changes
Resync the client and caregiver if needed, then resync the visit
If the payer is correct and the visit still fails to sync, review the EVV error message for additional details.
4. The Visit Is Missing Ending Longitude or Latitude Coordinates
Sandata requires ending longitude and latitude coordinates for a visit to sync successfully. If either coordinate is missing, the visit may fail to sync or may not appear in Sandata.
How to Check
Go to Finance > Claims > Service Records in the Giv Dashboard
Find the affected visit
Review the ending longitude and latitude fields
If either field displays --, the ending coordinates may be missing.
How to Resolve
Contact Giv Support. Our team can investigate the issue and add the missing coordinates when possible.
Once the coordinates have been added, resync the visit and verify that it appears in Sandata.
Why Does This Happen?
Missing ending coordinates may occur when a shift is closed through a Force Clock Out or the Shift Sweeper.
Important: Missing coordinates do not always generate an error in the EVV Logs or EVV Error Logs report. If a visit isn't syncing and you can't identify the cause, check the ending coordinates even if no error is displayed.
5. The Visit Exceeds 24 Hours
Sandata doesn't accept visits that exceed 24 hours. Although Giv allows longer shifts, those visits will appear in Giv but won't sync to Sandata.
Related error message:
Total visit time cannot exceed 24 hours
If the visit actually lasted longer than 24 hours, split it into separate service records of less than 24 hours each.
How to Resolve
Open the affected shift in the Giv Dashboard
Click the Billing card
Click Edit, then Continue
Edit the existing service record so that it covers only 24 hours
Click Save
Click + Add Record
Add a second record using the same service code, client, and caregiver. Set the start time to immediately after the first record ends and the end time to the actual end of the shift.
Click Save
After splitting the visit, both records should automatically sync to Sandata. Verify that each visit appears in Sandata successfully.
6. The Sync Returns a 401 Error
In some cases, the EVV Error Logs or client EVV Logs show:
Request failed with status code 401
How to Resolve
Resync the visit using the steps found here: Resync a Visit
Check Sandata and the EVV logs to confirm whether the visit synced successfully
If the 401 error continues after a resync, contact Giv Support
Still Having Issues?
If you've worked through the items above and the visit still doesn't appear in Sandata:
Check the EVV Error Logs report and the client's EVV Logs for additional details. Remember that not every missing visit will appear in the EVV Error Logs, so always verify the visit directly in Sandata
Contact Giv Support with the client name, caregiver name, Shift ID, date of the shift, and any error message you found
Include any troubleshooting steps you've already completed
Providing these details will help our team investigate the issue more efficiently.
Note: The Shift ID is the number displayed at the end of the URL when a shift is open. For example, in the URL https://dashboard.giv.plus/app/shift-report/4640, the Shift ID is 4640.