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Troubleshooting and Support

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Requesting Help

Use this page only for operational support, triage, and escalation.

Use Overview for the product summary.
Use Onboarding for Providers & Channel Partners for configuration ownership and enrollment dependencies.
Use Developer Onboarding and Getting Started for implementation guidance.

If you need assistance, contact the Support Team and include the following information:

Email InformationRequiredOptional
Customer NameX
SubmitterId (TPG)X
Environment (sandbox or production)X
A brief problem statementX
API endpoint or callback endpoint involved*X
Approximate timestamp with timezone*X
x-optum-trace-id response header*X
x-optum-correlation-id*X
x-optum-subtenant-id when applicableX
tradingPartnerServiceId or chcPayerIdX
Request/response exampleX
Callback task id or transaction idX
Supporting documents
(i.e. enrollment documents, copy of insurance cards)		X

*Required if inquiring about submitted transaction(s)

What To Capture Before Reaching Out to Support

For the fastest support turnaround, collect:

  • Whether the issue occurred in a real-time eligibility request, transaction lookup, Coverage Discovery request, polling flow, or callback flow
  • The exact request path used
  • The response status code
  • The response headers x-optum-trace-id, x-optum-correlation-id, and x-optum-tenant-id
  • The discovery task id or transaction id if one was returned
  • Whether the issue is reproducible or intermittent

Common Triage Paths

Use the checks below before escalating:

  • 401 Unauthorized
    Usually indicates invalid credentials, invalid bearer token, expired callback token, or an OAuth client configuration problem.
  • 403 Forbidden
    Usually indicates the caller is authenticated but not provisioned for the endpoint, scope, or feature being used.
  • 422 Unprocessable Entity
    Often indicates that the submitted request data was incomplete, invalid, or not usable for the requested operation.
  • No link header on a real-time response
    Usually means integrated Coverage Discovery did not trigger for that request or is not enabled for that tenant or subtenant context.
  • Callback not received
    Check whether the callback URL and token endpoint are whitelisted, whether customer firewalls allow Optum egress IPs, whether your token endpoint is issuing valid bearer tokens, and whether polling shows the task has already completed.
  • Task remains pending
    Compare the pending duration to your enrolled workflow expectations before escalating, because turnaround can vary by feature and configuration.

Callback Recovery Notes

Callback delivery is retried automatically for transient failures. Your callback implementation should be idempotent and should log:

  • the incoming discovery task id
  • the incoming x-optum-correlation-id
  • the timestamp of each delivery attempt
  • the auth outcome at your token endpoint and callback endpoint

If a callback outage occurs, include the affected time range and any known callback task ids when requesting support assistance or redrive help.

Temporary Batch File Option

For proof-of-concept work or temporary stop-gap scenarios, ask whether Optum can produce a batch file containing x12-271 responses generated from Real-Time Eligibility and/or Coverage Discovery processing.

This can be helpful when:

  • a polling workflow is still under development
  • a callback or postback endpoint is not ready
  • high-volume pagination across GET /transactions or GET /coverage-discovery would be operationally burdensome

When offered for a specific engagement, this batch output can be sent securely through ECG Quick Connect or directly to the customer through an agreed secure delivery method.


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Updated 6 days ago