Common Issues
Solutions for frequently encountered problems in SnapBill.
Claims
”My claim was rejected”
Check the rejection error code on the claim detail view. Common causes:
- Invalid health card — the card is expired or the version code is wrong. Use the Health Card Checker to verify.
- Missing diagnostic code — some billing codes require a diagnostic code. Add one and resubmit.
- Code restriction — the billing code may not be available for your specialty or the patient’s age. Check the Schedule of Benefits.
- Duplicate claim — a claim for the same service, patient, and date already exists.
See Corrections for how to fix and resubmit rejected claims.
”My claim is stuck in Queued status”
Claims move from Queued to Submitted when the batch upload completes. If a claim stays in Queued:
- Check your OHIP Connection — credentials may have expired
- Try submitting again from the Claims page
- Check the Submissions page for error messages
”My payment amount is different from what I billed”
OHIP may adjust payments based on:
- Premium adjustments (age, time-of-day, facility type)
- Fee schedule changes
- Deductions (OMA dues, COVID recovery, etc.)
Review the Understanding Remittance guide for details on common adjustments.
Patients
”Health card validation says ‘Invalid’”
- Double-check the health card number (10 digits) and version code (2 letters)
- The patient may need a new health card from ServiceOntario
- If recently renewed, the new card may not be in OHIP’s system yet — try again in a few days
”I imported patients but they’re not showing up”
- Check that the import completed without errors on the Import page
- Search by health card number instead of name — the name format may differ slightly
- The import may have matched to existing patients rather than creating duplicates
Account
”I can’t log in”
- Reset your password from the login page
- Clear your browser cache and cookies
- Try a different browser or incognito/private window
- If you have 2FA enabled, make sure your authenticator app is showing the correct code
”My OHIP connection shows an error”
- Your OPS BPS password may have expired — log into OPS BPS directly to check
- Update your credentials in Settings > OHIP Connection
- Verify that SnapBill’s designation hasn’t been revoked — see Designate Provider
Mobile App
”The camera isn’t working in Snap”
- Make sure you’ve granted camera permissions to the SnapBill app
- On iOS: Settings > SnapBill > Camera
- On Android: Settings > Apps > SnapBill > Permissions > Camera
- Try closing and reopening the app
”The app is running slowly”
- Close other apps to free up memory
- Check your internet connection — SnapBill requires an active connection
- Update to the latest version of the app
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