TELUS eClaims Error Codes

When you submit an eClaim to TELUS, it's possible they will reply with an error message. This page describes what some of the error messages mean.

If the instructions on this page do not solve the error, please contact the insurer directly.

ArgumentError - Account recipient must be an organization or account. Got NilClass

If your clinic is an Organization in TELUS eClaims, confirm that you've entered the correct Organization ID. To resolve this error:

Go to Setup > Payment Settings and click the Edit button next to TELUS.

Error-17 – Unable to authenticate the user. Incorrect password error.

This error means that either your username or password is incorrect. To resolve this error, double-check that the username you have provided is correct (it will follow the format of XX0000123456 and not be an email address). Also, ensure that the password entered is correct and has not expired.

Go to Setup > Payment Settings and click the Edit button next to TELUS to update your username/password
If the practitioner submitting the claim is using a different account than the clinic, go to Setup > Practitioners and select the TELUS eClaims tab to update your username/password

KEY204 – the policy or group number is missing, invalid, or not found.

You may get a KEY204 message if the patient, certificate, or policy was not found in the insurer’s database. To resolve this error:

Double-check the policy or group numbers and the member ID or certificate number from the Patient’s benefits card

NL107- INVALID DATA TYPE SPECIFICATION FORMAT OR STRUCTURE USED DOES NOT MATCH THE EXPECTED DATA TYPE FOR THE ELEMENT PUBLIC EXTENSION MUST HAVE AT LEAST 1 CHARACTER MAX OF 20 CHARACTERS INVALID DATA TYPE

You will receive this error if you have entered invalid data into a field in your TELUS eClaims connection settings. To resolve this error:

Go to Setup > Payment Settings and click the Edit button next to TELUS to review your account credentials.

NL20: VALIDAT - the Provider (Author) is invalid; not registered for TELUS eClaims or is unauthorized for the User

This error means that the practitioner details entered in ClinicSense do not match what TELUS has on file. To resolve this error:

Login to the TELUS eClaims portal and double-check that all the information you have entered in ClinicSense matches what shows in the TELUS portal exactly (here's how)

NL23 - the servicing provider role is not registered for the TELUS eClaims service

You may receive this error if:

The practitioner’s role (e.g. massage therapist) cannot bill for the billing code that was submitted (e.g. chiropractic service)
You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error:
- Verify with TELUS how your clinic is registered with them
- Go to Setup > Payment Settings and click the Edit button next to TELUS to make sure you selected the correct option
You may have the incorrect TELUS Provider ID for the practitioner listed in ClinicSense. To resolve this error:
- Go to Setup > Practitioners and select the TELUS eClaims tab
- Verify that the TELUS provider ID is correct

NL300 - Can’t extract policy-holder last name from the request

This error usually means that the policyholder's date of birth is missing when the relationship to the insured has been set to anything other than “Self.”

Although most insurers do not require the DOB for the insured member, this is a requirement for some insurers. To resolve this error:

Go to the insurance tab on the client's file and add the policyholder's DOB

NL37 – the insurer does not allow electronic submissions for this policy or group.

A restriction on the patient’s plan might prevent electronic submission or prevent the provider from receiving payment on the member’s behalf. To resolve this error:

Have the patient contact the insurer or their plan administrator directly to confirm and, if possible, remove the restriction.

NL49: New Terms and Conditions for eClaims Must Be Accepted

This error occurs when new terms and conditions for submitting claims or predetermination to the Canada Life - PSHCP insurer haven't been accepted by an admin user in the TELUS portal. To resolve this issue:

Log into the TELUS portal as an administrator
Click the Menu icon (three horizontal lines) on the main page
Select Services under Manage My Business.
Accept the new terms and conditions for both TELUS and WSIB, if applicable.

SOAP fault: Internal Error - the Provider Validation has returned an error response: ORA-01722: invalid number

This error occurs when a value that should have been numeric is not entered as a number. For example, if you specify "Toronto" in the Location ID, you will receive this error. To resolve this error:

Replace the incorrect value with the correct numeric value

SOAP Fault: NL 310 Adjudicator

We've seen this error when an insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. To resolve this error:

Wait a few minutes and try again.
If you continue receiving this error, wait a few hours before reattempting

SOAP-ENV: Server – Internal Error

You will receive this error if bad/unexpected data is sent in the request. To resolve this error:

Review your account credentials and correct incorrect data
How to link your ClinicSense account to TELUS eClaims
How to connect practitioners to TELUS