TELUS eClaims Error Messages

Below are a list of common error messages returned from the TELUS eClaims service. If you're still having problems resolving a TELUS eClaims error message, let us know!

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

You may get a KEY204 message in the case where the patient, certificate, or policy was not found in the insurer’s database. Double-check the policy or group numbers, as well as the member ID or certificate number from the patient’s benefits card.

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

There might be a restriction on the patient’s plan to not allow electronic submission or allow the provider to receive payment on the member’s behalf. In these cases, have the patient contact the insurer or their plan administrator directly to confirm and if possible, to remove the restriction.

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

This error means that the provider details configured in the integration setup in Noterro do not match what TELUS has on file. Confirm that the provider has the correct TELUS eClaims values, including the correct license ID (exactly as it appears in TELUS including any abbreviations) and Provider CPR ID.

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

Despite the message of this error, it doesn’t always mean that you have entered the incorrect password. This error message can also come up if you have entered in the incorrect username. To resolve this error double check that the username you have provided is correct. It will follow the format of XX0000123456, and will not be an email address. Also ensure that the password entered is correct and is not expired.

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

If your clinic is an Organization in TELUS eClaims, then confirm that you've specified the correct Organization CPR ID by editing your TELUS eClaims connection and verifying.

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

You may receive this error if: (1) The practitioner’s discipline being sent to TELUS doesn’t match up with what TELUS has on file for that practitioner. To resolve this error, you’ll need to ensure the practitioner invoiced is registered with TELUS to perform the billing codes listed on the invoice (2) You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error please verify if your eClaims account is set up for an Organization or as an Independent.

SOAP-ENV: Server – Internal Error

You will receive this error if bad/unexpected data was sent in the request.

To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.

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, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.

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

This error usually means that the date of birth is missing for the policyholder 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 some insurers. To resolve this error, edit the patient’s policy to add the policyholder's DOB, save the changes and resubmit.

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

We've seen this error come up when a configuration value which should have been numeric was not entered as a number. For example, if you specify "Toronto" in the Location ID, then you would receive this error. It should be corrected by replacing it with the proper Location ID issued by TELUS.

SOAP Fault: NL 310 Adjudicator

We've seen this error when insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. It's recommended to try again. If you continue receiving this error, wait a few hours before reattempting.

Invoice isn't displaying the TELUS eClaims Preview Button

Download a Previous Submitted TELUS Health Eligibility Check

Processing Claims through TELUS Health

TELUS "Authentication Failed" Error Message

TELUS Health eClaims Billing Codes

Receiving a Pending Status in TELUS eClaims Submission

Where to Find TELUS Health eClaims Setup Values

VOID a TELUS Health Claim in Noterro

Below are a list of common error messages returned from the TELUS eClaims service. If you're still having problems resolving a TELUS eClaims error message, let us know!

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

You may get a KEY204 message in the case where the patient, certificate, or policy was not found in the insurer’s database. Double-check the policy or group numbers, as well as the member ID or certificate number from the patient’s benefits card.

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

There might be a restriction on the patient’s plan to not allow electronic submission or allow the provider to receive payment on the member’s behalf. In these cases, have the patient contact the insurer or their plan administrator directly to confirm and if possible, to remove the restriction.

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

This error means that the provider details configured in the integration setup in Noterro do not match what TELUS has on file. Confirm that the provider has the correct TELUS eClaims values, including the correct license ID (exactly as it appears in TELUS including any abbreviations) and Provider CPR ID.

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

Despite the message of this error, it doesn’t always mean that you have entered the incorrect password. This error message can also come up if you have entered in the incorrect username. To resolve this error double check that the username you have provided is correct. It will follow the format of XX0000123456, and will not be an email address. Also ensure that the password entered is correct and is not expired.

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

If your clinic is an Organization in TELUS eClaims, then confirm that you've specified the correct Organization CPR ID by editing your TELUS eClaims connection and verifying.

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

You may receive this error if: (1) The practitioner’s discipline being sent to TELUS doesn’t match up with what TELUS has on file for that practitioner. To resolve this error, you’ll need to ensure the practitioner invoiced is registered with TELUS to perform the billing codes listed on the invoice (2) You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error please verify if your eClaims account is set up for an Organization or as an Independent.

SOAP-ENV: Server – Internal Error

You will receive this error if bad/unexpected data was sent in the request.

To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.

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, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.

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

This error usually means that the date of birth is missing for the policyholder 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 some insurers. To resolve this error, edit the patient’s policy to add the policyholder's DOB, save the changes and resubmit.

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

We've seen this error come up when a configuration value which should have been numeric was not entered as a number. For example, if you specify "Toronto" in the Location ID, then you would receive this error. It should be corrected by replacing it with the proper Location ID issued by TELUS.

SOAP Fault: NL 310 Adjudicator

We've seen this error when insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. It's recommended to try again. If you continue receiving this error, wait a few hours before reattempting.

Below are a list of common error messages returned from the TELUS eClaims service. If you're still having problems resolving a TELUS eClaims error message, let us know!

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

You may get a KEY204 message in the case where the patient, certificate, or policy was not found in the insurer’s database. Double-check the policy or group numbers, as well as the member ID or certificate number from the patient’s benefits card.

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

There might be a restriction on the patient’s plan to not allow electronic submission or allow the provider to receive payment on the member’s behalf. In these cases, have the patient contact the insurer or their plan administrator directly to confirm and if possible, to remove the restriction.

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

This error means that the provider details configured in the integration setup in Noterro do not match what TELUS has on file. Confirm that the provider has the correct TELUS eClaims values, including the correct license ID (exactly as it appears in TELUS including any abbreviations) and Provider CPR ID.

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

Despite the message of this error, it doesn’t always mean that you have entered the incorrect password. This error message can also come up if you have entered in the incorrect username. To resolve this error double check that the username you have provided is correct. It will follow the format of XX0000123456, and will not be an email address. Also ensure that the password entered is correct and is not expired.

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

If your clinic is an Organization in TELUS eClaims, then confirm that you've specified the correct Organization CPR ID by editing your TELUS eClaims connection and verifying.

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

You may receive this error if: (1) The practitioner’s discipline being sent to TELUS doesn’t match up with what TELUS has on file for that practitioner. To resolve this error, you’ll need to ensure the practitioner invoiced is registered with TELUS to perform the billing codes listed on the invoice (2) You have incorrectly answered “Is your clinic set up as an Organization?” in the TELUS eClaims connection settings. To resolve this error please verify if your eClaims account is set up for an Organization or as an Independent.

SOAP-ENV: Server – Internal Error

You will receive this error if bad/unexpected data was sent in the request.

To resolve this error, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.

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, review your account credentials, correct or remove the incorrect data, save your changes and resubmit.

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

This error usually means that the date of birth is missing for the policyholder 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 some insurers. To resolve this error, edit the patient’s policy to add the policyholder's DOB, save the changes and resubmit.

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

We've seen this error come up when a configuration value which should have been numeric was not entered as a number. For example, if you specify "Toronto" in the Location ID, then you would receive this error. It should be corrected by replacing it with the proper Location ID issued by TELUS.

SOAP Fault: NL 310 Adjudicator

We've seen this error when insurer is unavailable for TELUS eClaims to communicate with. This is typically a temporary issue on the insurer's end. It's recommended to try again. If you continue receiving this error, wait a few hours before reattempting.

Invoice isn't displaying the TELUS eClaims Preview Button

Download a Previous Submitted TELUS Health Eligibility Check

Processing Claims through TELUS Health

TELUS "Authentication Failed" Error Message

TELUS Health eClaims Billing Codes

Receiving a Pending Status in TELUS eClaims Submission

Where to Find TELUS Health eClaims Setup Values

VOID a TELUS Health Claim in Noterro

calendar date picker

Get started with
Noterro today!

Try Noterro and discover that running your practice doesn’t need to feel overwhelming
Invoice

Get started with
Noterro today!

Try Noterro and discover that running your practice doesn’t need to feel overwhelming
calendar date picker
invoice