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Kareo Help Center


Rejection Message Rejection Details Resolution

This rejection means that the subscriber last name has invalid and/or special characters that are not allowed.

Submitter Action:

1. Verify the patient name against the patient's insurance card.

2. Verify the patient's eligibility with the payer for the date of service being billed. 

  • If by phone, note the case number of the inquiry and phone number called.
  • If by payer portal, print the patient eligibility.

If all patient demographics and eligibility are confirmed by the payer, please contact Kareo Support for further assistance.

Note: Kareo's clearinghouse partners require a copy of the patient's insurance card (front and back) in order to research eligibility rejections.

Please ensure this has been uploaded to the patient record in Kareo.

Tip: Most Kareo Billing subscription levels include access to a free eligibility check feature which can be used with many payers to verify a patient has active coverage.

Utilizing this feature prior to submitting claims for a patient can help prevent this type of rejection.

Follow the instructions below to edit the patient’s name:

1. Click Patient > Find Patient.

2. Look for and open the patient record that needs correcting. 

3. Update the patient last name as needed.

4. Click Save.

Then, rebill and resubmit all affected claims. 


If the patient is a dependent follow these steps to edit the insured person's name:

1. Click Encounters > Track Claim Status.

2. Look for and double-click on the encounter that needs correcting.

3. Double-click on the Case.

4. Double-click on the appropriate Insurance Policy.

5. Navigate to the “Insured” section.

6. Click Full Name box and correct the subscriber name.

7. Click Save all the way out (multiple saves may be required).

Then, rebill and resubmit all affected claims.