Guide for Arizona home care billers
Why was my AHCCCS claim denied for "No Visit Found"?
Short answer
The health plan could not match your claim to a verified visit in the AHCCCS EVV system. Either the visit was never recorded, or the system found two or more identical records for it and treated them as invalid.
What the denial means
For services that require Electronic Visit Verification, the health plan checks each claim against the visit data your EVV system sent to AHCCCS. If it cannot find one matching verified visit, the claim denies, even when the caregiver worked the shift.
The two most common EVV denial reasons
| Denial | What it means | First thing to check |
|---|---|---|
| No Visit Found | No record of the service is in the EVV system, or duplicate identical records exist | Does one verified visit exist for that member, service, caregiver and date? |
| Unmatched Units | A visit was found, but the units billed do not match it | Do the billed units equal the verified visit's units? |
How to fix a "No Visit Found" denial
- Find the visit in your EVV system. Search by member, caregiver and date of service.
- If it is missing, the caregiver did not clock in and out, or the visit was never entered. Add it following your EVV vendor's manual-entry rules.
- If it is there but not verified, clear the open exceptions, such as a missing clock-out, until the visit shows as verified.
- If there are two identical visits, remove the duplicate. Identical records for the same member, service, caregiver and times are treated as invalid.
- Confirm the visit reached AHCCCS. Your vendor sends visit data to the AHCCCS aggregator. Ask them to confirm the transmission if the visit looks correct on your side.
- Resubmit the claim following your health plan's instructions.
Which services this applies to
EVV applies to non-skilled in-home services, including attendant care, personal care, homemaker, habilitation and respite, and to in-home skilled nursing. Health plans apply it by provider type, service code and place of service, so check your plan's EVV page for the exact list.
What changed in October 2025
On October 1, 2025, AHCCCS stopped using Sandata as its EVV vendor and aggregator and began running its own. Agencies that used Sandata had to contract with Sandata directly or move to another vendor, and every vendor had to complete testing with AHCCCS. If your denials started around that date, ask your vendor whether its testing is complete and its data is being accepted.
How to stop these denials before they happen
- Each day, compare yesterday's schedule against verified EVV visits and fix gaps while caregivers still remember the shift.
- Before each billing run, compare billed units to verified units for every claim line.
- Look for duplicate visits before you submit, not after the denial.
- Track authorizations so no visit is worked past its end date or units.
This guide is general information, not billing or legal advice. Rules and plan procedures change, so confirm details with AHCCCS and your health plan. Last reviewed November 2026.