Where to start.
Support, after you sign in
Open Support in the app. The request is tied to your organization, and the knowledge base sits next to the queue. Include what you were doing and the claim, payment, or screen, without pasting a patient’s record into an outside message.
Password reset
On the sign-in page, choose Forgot password? and enter the email on the account. When this server sends mail, the link works once and expires in one hour. If you sign in with a username, ask your admin. If reset is not available here, the page says so.
A new organization
Create the organization, confirm the work email, and turn on two-step verification. The go-live plan is waiting at sign-in, with an owner and a date on each step.
Something looks down
The status page lists incidents that affect every customer, and scheduled maintenance. Signed in, you also see incidents that affect your own organization.
Common questions.
Signing in, a stuck claim, and who to ask. For anything else, email us.
I can’t sign in.
Use the email on the account and choose Forgot password? A username account does not reset that way; an admin on the account sets a new password. Two-step verification asks for the authenticator code, or one of the ten recovery codes saved at enrollment. A session ends after 15 minutes without activity.
A claim has not left, or a payment has not posted.
In the app, open the claim in the matrix. A claim that failed the scrub is still here, with the edit that stopped it. A sent claim shows its acknowledgments. A payment posts after the remittance is matched to the deposit. If the status page shows claim submission, acknowledgments, or ERA posting as disrupted, that is the place to look before opening a request.
Who sees a request I open?
Support requests opened in the app stay on your organization. G3 Flow’s team can see them. An email to the address on this site is ordinary mail: leave out patient names, dates of birth, member IDs, and claim numbers, and continue the conversation in Support after you sign in.
Where are security questions answered?
The security page covers the business associate agreement, two-step verification, encryption, and the log of who viewed patient data. A security question about your own account is a Support request after you sign in.
Security and service status live next to this.
How patient data is protected, and whether a part of the service is disrupted.