Insurance & verification · 1 min read · Beginner
The carrier does not have your practice on file
A carrier can only answer a check when your practice is enrolled with them. Here's how to tell, and what to do about it.
Updated Sep 23, 2026
Some carriers only answer an eligibility check when your practice or provider is already enrolled with them for electronic checks. When that carrier doesn't recognize your practice, the check comes back as not enrolled instead of an answer about the patient.
What it means
This is a fact about your practice's enrollment with that specific carrier, not about the patient's coverage. It usually means one of:
- Your practice or provider hasn't finished enrolling with that carrier for electronic eligibility checks.
- The NPI on file with the carrier doesn't match the one on your Valian account.
- The carrier is still processing a recent enrollment.
What to do
- Double check your provider's NPI in Settings › Services matches what you enrolled with the carrier.
- If enrollment looks right and this keeps happening, send a fix request from the check's result. A person on our team looks into it with the carrier directly. See After you send a fix request.
- In the meantime, you can call the carrier directly using the phone number on the patient's card.
Good to know
This message states what the carrier told us. It's a fact, not a guess.
Still need a hand?
Reach the Valian team any time at help@valiansystems.com, or open a ticket from the Help Center inside your dashboard. During onboarding, your onboarding contact is at onboarding@valiansystems.com.