If the Submit button isn't working, work through these checks:
Is the Submit button greyed out?
Look for an "Add Missing Case Information" message above the button. If you see it, there are required fields that still need to be completed. Fill them in and try again.
Are any fields highlighted in red or pink?
Red or pink highlighting means a required item detail is missing. Tap the highlighted item, fill in the missing information, and tap Save. Once all items are updated, try submitting again.
Is the nurse's information or signature missing?
Some facilities require nursing staff information and a signature before a case can be submitted. Make sure those fields are complete.
Is your case rejected but the rejection reason is blank, missing, showing an error code, or saying "item not found"?
If your case was rejected and the rejection comment appears blank, isn't displaying, is showing an error code, or is showing a message like "item not found" instead of a readable explanation, this needs to be investigated by our team.
Submit a ticket by clicking the chat icon in the bottom right corner and include your DO# and a note describing exactly what you're seeing — whether the rejection comment is blank, not loading, showing a specific error code, or displaying "item not found." Our team will investigate and let you know what the rejection comment says and what correction is needed.
Tip: Fields in red are only required to Schedule a Case, however all fields must be filled out to Submit a Case. Please ensure all fields on the first screen are filled out and anything highlighted in red or pink is resolved before attempting to submit.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.