SPOT UG 12 Troubleshooting

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Home ► SPOT UG 12 Troubleshooting

Last Modified: 3/27/2025 Location: FL, PR, USVI Business: Part A, Part B

The SPOT User Guide

Section 12 – Troubleshooting

Unable to sign in

Clear internet browser

System not available

Data matching error

Data format error

Data incomplete error

Unable to sign in

To use the SPOT, you must complete both parts of the new user registration process through the IDM website.

The first step of the process is to create your IDM account, which will contain your personal information (e.g., name, home address, email address, date of birth). However, having an IDM account by itself does not automatically grant access to the SPOT application.

The second step of the process is to request access to the SPOT application, which will establish your billing provider profile (e.g., business name and address, NPI, PTAN, TIN, line of business). However, your access request must be approved before you may log on to SPOT for the first time.

If you have your IDM account and attempt to log on to SPOT before your SPOT application access request has been approved (i.e., no request submitted, request in pending status, or request in denied status), an error message will be returned: User is not assigned to the client application.

If you have an IDM account and have submitted your SPOT access request, you will receive an email once your request has been approved or denied. If you are an organization approver or backup approver and are unsure of the status of your SPOT access request, you may contact the SPOT Help Desk (855-416-4199 (press 1 for general assistance; 2 for enrollment) or email: FCSOSpotHelp@fcso.com). Please make sure to include your IDM account User ID and request confirmation number.

End users in need of SPOT access request status should reach out to their organization approvers. Clear your internet browser’s cache between logins. If you have acquired an IDM account and have approved access to the SPOT, you may encounter an error message if you have not cleared your internet browser’s cache between logins to either the IDM or SPOT websites.

Clear internet browser

Login errors can often be alleviated by clearing your browser cache/cookies. Please follow the below steps to clear your cache and browser history. From most browsers, press “Ctrl-Shift-Delete” (Windows) or “Command-Shift-Delete” (MAC) to open your menu. You may also follow the specific instructions below.

• Microsoft Edge

• Click the Edge menu (three dots in the upper right corner).

• Select settings.

• Select privacy, search, and services.

• On the right side of the screen, scroll down to the Delete browsing data section and click the Choose what to clear box.

• Select All time from the time range drop down options.

• Select all boxes to be cleared.

• Click Clear now.

• Google Chrome

• Click the Chrome menu (three dots in the upper right corner).

• Select history.

• Select history again from the fly-out menu.

• Select the amount of data you want to delete from the dropdown. We suggest All time.

• Select the types of history to delete.

• Select all boxes to be cleared.

• Click Delete data.

• Apple Safari

• Click the Safari menu.

• Click clear history and website data.

• Select the time range to delete.

• Click clear history.

• Mozilla Firefox

• Click the Firefox menu icon (three horizontal bars in the upper right corner).

• Click options.

• Click privacy.

• Click clear all current history.

• Select the time range to clear from the dropdown. We suggest “everything.”

• Click the down arrow to view details.

• Select the types of history to delete on the clear recent history/clear all history screen.

• Click clear now.

After deleting your history, close out of your browser completely, open a new browser, and try to log in again.

System not available

This type of error message will display if any features are temporarily unavailable due to technical issues or the unavailability of required CMS systems (e.g., IDM, HETS, FISS) due to scheduled/unscheduled maintenance. View the system status page on our website for additional information.

Data matching error

This type of error message will automatically display when beneficiary data entered does not match corresponding data maintained by Medicare.

Data matching errors occur when the beneficiary data entered by the portal user does not correspond to data entered in related fields and / or does not match the information contained within CMS’ systems (e.g., HETS). If the beneficiary’s information does not match, the provider portal will display an error message, and no information will be returned until the data entered has been corrected.

Data format error

This type of error message will automatically display when the data entered is not entered in the format required by the system (e.g., dates must be entered in the mm/dd/yyyy format). To protect the privacy of beneficiary information, any personally identifiable information (PII) entered (e.g., Medicare ID, first and last names, date of birth) must match the corresponding beneficiary’s information as maintained by Medicare.

Data format errors occur when the data entered by the portal user does not match the required format:

• Medicare ID

• 11 digit Medicare Beneficiary Identifier (MBI) required

• No dashes or non-alphanumeric characters

• Date of Birth

• MM/DD/YYYY

• Numbers and front slashes only

• Date of Service

• MM/DD/YYYY

• Numbers and front slashes only

• Current date/Past date (i.e., future dates may not be used)

If the data entered does not comply with the format required by the system, the provider portal will display an error message, and no information will be returned until the data entered has been corrected.

Data incomplete error

This type of error message will automatically display when the data entered is incomplete or no data is entered/selected in a required field.

If the data entered is incomplete or no data is entered / selected in a required field, the provider portal will display an error message, and no information will be returned until data has been entered/selected in all required fields.

First Coast Service Options (First Coast) strives to ensure that the information available on our provider website is accurate, detailed, and current. Therefore, this is a dynamic site and its content changes daily. It is best to access the site to ensure you have the most current information rather than printing articles or forms that may become obsolete without notice.