Summary

This article explains what it means when a license loads successfully into PTApp but is marked as unmonitored. It provides a high-level overview of why unmonitored licenses occur, how PTApp notifies users, where to identify affected licenses, and what steps to take to resolve the issue. The article also clarifies that unmonitored licenses are different from failed uploads because the license record exists in PTApp, but monitoring will not begin until the license type and issuer mapping are corrected.

What “Unmonitored” Means

PTApp monitors a license by matching the license type and issuer submitted in your data to a recognized type/issuer combination in the system. If PTApp cannot make that match, the license still loads, but it is marked as unmonitored.

This can happen when:

• The submitted license type or issuer has not yet been mapped in PTApp.

• The submitted license type and issuer do not form a valid combination.

In either case, the result is the same: the license appears on the provider record, but PTApp is not monitoring it until the mapping is corrected.

How Notification Works

If a new unmapped or invalid type/issuer combination is submitted through a file upload, PTApp may generate an unmonitored license error file to let you know that the license loaded but is not being monitored.

A notification is typically generated the first time a specific unmapped or invalid combination is received. If the same combination appears again later, you may not receive another alert for it.

If you submit licenses through the API, you will not receive an error file. In that case, review both the PTApp UI and your API response data to identify licenses that are present but unmonitored.

Where You Can See an Unmonitored License

• On the provider’s record in PTApp, where the license appears as unmonitored.

• In a population report, where the mapped license field is blank.

• In an unmonitored license error file, when a new unmapped or invalid combination is first submitted through file upload.

At this time, PTApp does not provide a dashboard alert, dedicated filter, or automatic recurring notification for unmonitored licenses.

What to Do If You Find One

1. Confirm that the license appears on the provider record.

2. Run a population report and review the mapped license column.

3. Look for blank values in that column, which indicate the license is unmonitored.

4. Contact ProviderTrust Support so the mapping can be reviewed and corrected.

Recommended Best Practice

Treat an unmonitored license notice as a prompt for follow-up. Because repeat submissions of the same issue may not trigger a new notification, it is a good idea to periodically review a population report for blank mapped license values.

Frequently Asked Questions

Does an unmonitored license mean the upload failed?

No. The license was loaded successfully and appears in PTApp. It is simply not being actively monitored until the mapping is corrected.

Do I need to resend the file after the mapping is fixed?

No. Once the mapping is updated, PTApp will apply the correction automatically.

Will I be notified every time this happens?

Not necessarily. You are generally notified the first time a specific unmapped or invalid type/issuer combination is submitted, but repeat occurrences may not generate a new alert.

How can I find unmonitored licenses in bulk?

Run a population report and filter the mapped license column for blank values.

What if I use the API instead of file uploads?

API submissions do not receive error files. Review the PTApp UI and the API response data returned to your source system to identify licenses that are present but unmonitored.

Key Takeaways

• An unmonitored license has loaded into PTApp successfully.

• It is not being monitored because the license type and issuer could not be matched correctly.

• The issue can be corrected without resubmitting the file.

• Population reports can help you identify affected records.

• If you are unsure how to proceed, contact ProviderTrust Support for assistance.