If your hardware token is out of sync, you will see this error every time there is an attempt to use the hardware token:
Always try to resync the hardware token from the Manage Your EPCS page as this is the quickest way to correct the issue. To do this, go to the Manage Your EPCS Account link on the Admin Tab in NewCrop:
Verify that the serial number seen on the hardware token and this page match. If so, click Resync Token:
Enter two sequential codes from the hardware token and click Resync Token:
If the error persists, NewCrop Customer Support will need to open a case with Exostar to resync the hardware token. BEFORE BEGINNING THE PROCESS BELOW, REVIEW THE SERIAL NUMBER ON THE HARDWARE TOKEN AS THIS WILL DETERMINE THE REQUIRED INFORMATION FOR THE RESYNC.
Always send the codes (below) along with the provider’s full name, NPI and the serial number of the hardware token to NewCrop Customer Support.
If the serial number starts with the letters GAHE, use the following instruction to get the codes needed to open a case and reset the hardware token:
This is an example. Each serial number is unique to the hardware token.
Hold down the button on the token until they see a multiple 0's with a number/letter combination at the end. Note what is seen.
This will need to be done twice. Please email both codes to NewCrop Customer Support.
If the serial number starts with GALH, use the following instruction to get the codes needed to open a case and reset the hardware token:
This is an example. Each serial number is unique to the hardware token.
You may see other numbers on your hardware token during this process however, the information below and the counter numbers are all that is required to open a case with Exostar.
1. Push the button to display the 6 digits OTP, release button.
2. Push the button on the token again, hold it down until you see in the screen ctr and a number. This is your first counter number.
This is an example. Each counter number is unique.
3. Push the button on the token again until the screen goes blank, then push the button again you will see 6 digit OTP.
4. Push the button on the token again, hold it down until you see in the screen ctr and a number. This is your second counter number.
NewCrop will need both the ctr numbers that should be sequential.