Our first-response target is one business day, Monday–Friday Eastern Time. Resolution may take longer.
Submission-ready file guarantee
For a qualifying product-caused file problem, we will fix it within five business days after the problem is reported and complete usable records and required answers are available, or refund the affected quarter’s fee.
Submission-ready means a package for the correct facility and reporting quarter that passes the supported XML checks, with required review completed and source totals reconciled. Complete usable payroll and agency records and accurate review answers are required. The guarantee covers product-caused file problems, not CMS acceptance, filing deadlines, or inaccurate or missing source records. Refunds cover the amount actually paid for the affected facility’s applicable three-month billing period, once per payment; billing periods are separate from CMS reporting quarters. Report a problem through Get help or support@easypbj.app. Business days are Monday–Friday in Eastern Time.
EasyPBJ support
A clear next step,
when you need one.
Get practical help with your payroll import, filing review, and submission follow-through. Start with a guide or tell us where you’re stuck.
Start with what you’re working on.
Prepare your payroll files
Choose the right export, map columns, and reconcile payroll and agency hours.
Read the import guideWork through review findings
Check missing records, employee links, reportable hours, and supporting evidence.
Open the review checklistSubmit and check CMS results
Prepare an iQIES handoff and understand what to verify after an upload.
Read the submission guidePlan the next reporting deadline
Match the reporting period to its deadline and make time for corrections.
Check the deadline guideLooking for something else? Jump to account access, billing, or email reminders.
Common questions.
A few checks can make the next step easier. Your workspace’s specific messages are the best place to start.
Can a professional PBJ consultant review my filing?
Yes. Add a professional PBJ consultant review for $49: one facility’s quarterly filing, written findings, and one follow-up check of corrections. It is an optional one-time fee separate from your subscription. Request a review in your private support inbox; staff confirm availability, timing, and payment before starting.
My payroll file will not import. What should I check?
Start with a CSV, TSV, or Excel export containing individual employee work dates and hours. Check that the selected worksheet has the records you expect, then confirm the header row, column mapping, date format, and reporting quarter. Summary-only reports may need a more detailed export from your payroll provider.
Keep the original file. Note the error text and file type for support, but do not email the payroll file. The import guide explains what to check before trying again.
Why is my filing still waiting for review or unable to export?
Open the remaining findings and compare each question with the original source records. Confirm employee identity links, work dates, job roles, hours, and any required evidence. Record the reason for a correction or exclusion, then complete the filing’s required review and save the current revision.
A changed filing can need a fresh review. Follow the specific message shown in your workspace; the review checklist can help you work through the underlying issue.
Who submits my PBJ file to CMS?
EasyPBJ prepares a reviewed PBJ XML package. Your facility’s authorized submitter uploads it in iQIES. EasyPBJ does not submit it for you.
After the upload, check the CMS validation report and accepted staffing records. Save the report with your filing. Never share HARP passwords, MFA codes, or recovery codes.
The XML was exported or uploaded. Is my filing accepted?
No. An export or upload receipt does not establish CMS acceptance. Check the CMS validation results and accepted staffing records, resolve rejected records, and keep the reports with the filing. The iQIES guide covers the full follow-through.
I cannot sign in or see my facility. What should I do?
Sign in using the email address that received your workspace invitation. If you have access to multiple workspaces, check the workspace selector. Ask the workspace owner to confirm your invitation and role in Settings. If you still need help, describe the screen and error to support without forwarding invitation links, sign-in codes, or passwords.
Where can I manage billing or cancel renewal?
A workspace owner can open Billing settings and choose Manage billing and cancellation. Canceling future renewals preserves access through the paid period. Billing is separate from CMS reporting deadlines. Check the pricing page for plan details; for a billing question, email support with the facility name and charge date, without including payment-card details.
I requested deadline reminders but have not received them.
Check your inbox and spam folder for the confirmation email. Scheduled reminders start only after confirmation; they are sent around the preparation and submission dates, rather than every week. If you cannot confirm or the service is temporarily unavailable, download the PBJ calendar. Visit deadline reminders for the schedule and unsubscribe instructions.
Before you email
Help us understand the issue.
A clear description gives support somewhere useful to start. You can report an issue without sending the records behind your filing.
- The page or workflow step, and what you expected to happen.
- The error message, with personal or employee information removed.
- Your browser, file type if relevant, and the steps that reproduce the issue.
- The facility name and reporting quarter, if the issue is filing-specific.
Keep source records in your workspace.
Do not attach payroll files, employee-level records, or unredacted screenshots. Never send passwords, MFA or recovery codes, invitation links, Social Security numbers, or payment-card details.
If supporting information is needed, coordinate the next step with support first. Read our privacy policy for how EasyPBJ handles information.