TPA User Guide
TPA User Guide
TPA User Guide
March 2022
Contents
A. Disclaimer ......................................................................................................................................... 2
B. Introduction ...................................................................................................................................... 3
F. Batch Upload.................................................................................................................................. 10
4. Review .......................................................................................................................................... 12
1. Incomplete .................................................................................................................................. 13
4. Passed .......................................................................................................................................... 16
5. Expired.......................................................................................................................................... 16
H. Report ........................................................................................................................................... 17
3. Appendix .......................................................................................................................................... 20
For Transfer Payment Agencies (TPA), the TPA portal is necessary for invoice submissions and passport
funding reimbursements. This user manual will provide the necessary information for aiding new and old
users to understand the process for user registration, invoice submissions, viewing in-process invoices, and
running reports.
If you experience any issues or errors while using the TPA portal, please connect with the PassportOne
Helpdesk <<passportonehelpdesk@familyservicetoronto.org>> for assistance.
If you are a new to the TPA portal and do not have your credentials, your manager/supervisor may request
credentials for you to access the TPA portal. Please email the PassportONE Helpdesk with the following
information.
* If your agency has a portal for multiple passport agencies, please list out the passport agency(s) that the
new user will need access to
PassportONE will then log the ticket to create the user’s new credentials. Once completed, an FST secure
email will be sent to the user’s email address. The user may need to go through a registration process to
access the secure email portal.
Once the secure email has been opened, it will provide a link to the TPA portal and their login credentials.
Copy and paste the link to your browser URL to navigate to the TPA portal.
A browser notification will appear requesting to allow our Pulse Secure applications. Please confirm and allow
access. Once it has successfully loaded, log in with the username and password provided in the secure email.
You will be required to change your password once you have successfully logged in for the first time.
Once you have successfully logged in, you can click on the bookmark link to access the TPA portal. From
there, if you are registered to multiple TPAs, you may switch between them on the drop-down menu located
on the upper right-hand corner of the page.
The main function of the portal is invoice submissions for Transfer Payment Agencies (TPA). For this, there are
multiple methods that TPAs may use for invoice submissions. PassportONE also has certain controls and
validations implemented for invoice submissions, which may affect if an invoice fails, requires review, or gets
sent directly for payment.
1. Expense Log
The expense log can be used to enter and record individual expenses related to a specific client. Once all the
expenses have been logged, you can create an invoice form using the logged expenses for submission.
This page can also allow users to look up client codes to provide a summary of their funding and utilization
with your agency.
This will open an expense window. Enter the client code to locate the client you wish to log expenses for.
Once the client has been located, you will see the client’s name and allocated TPA budget for the current
fiscal period.
* If your client cannot be located, please contact your local passport agency.
Clicking on the expense will display the “Edit” button. And clicking the “Edit” button will reopen the expense
window. This will allow you to update or delete the expense.
Please be aware that this does not mean the invoice has been submitted to PassportONE yet.
Once the expenses have been entered, either through the expense log or directly in the POS invoice form, you
can click on the ‘Submit’ button to submit the invoice for processing. If there are any validation errors, they will
be displayed on the upper right-hand corner of the POS Invoice Form. The invoice can be resubmitted once
the error has been corrected.
1) “Invoice Submitted Successfully!” – invoice has been approved and automatically sent for payment.
2) “Invoice Submitted Successfully! (Selected for Audit)” – invoice has been randomly selected for
audit. Invoice will remain with the TPA until its relevant documents have been attached and sent to
PassportONE for review. (Further explained in section F2)
3) “Invoice Submitted Successfully! (Additional Review Required)” – invoice has met a specific
criterion and has been sent to PassportONE for review. No further action is required by TPA in this
case.
Once an invoice has been submitted successfully, you may click on the “Exit” button to close the POS invoice
form.
The previous section has provided details on how to create invoices for submission for each individual client.
For larger TPAs that handle many clients, the Batch Upload feature is available as an alternate method for
invoice submissions. This works with a .csv batch file template which the TPA can enter and list out details on
the expense, much like the Expense Log. Once submitted, the system automatically creates an invoice for
each unique client found in the file and will automatically attempt to submit to PassportONE.
Your agency will be required to create a test batch file using clients found with your agency. Once the test file
has been created, please submit to PassportONE Helpdesk, where it can be uploaded into the testing
environment. This step is to confirm that the batch file was filled out correctly and will be accepted by the
system without any errors. Should any errors appear, the file will be rejected, and your agency will be notified
to fix and resend a corrected batch file.
Once successful, PassportONE will submit a ticket with IT to enable the batch upload feature. Please allow
approximately 1-2 business days for this to process. Once completed, you will notice a new tab on the TPA
portal labelled “Upload Batch File”
For the column “Service Type”, this is synonymous with the “Categories” found in the Expense Log. The format
specification will provide a matrix in a separate sheet, you will need to identify which service code to use,
depending on the service type you are looking for.
In the batch file, each row in the .csv file represents an expense. If a client has multiple expenses, they may
have multiple rows for each expense on the batch file. Multiple clients can also be added into the same batch
file.
Click on “Choose File” and select the batch file you would like to submit. Once selected, click “Upload” to
submit the batch file to PassportONE. A message will appear to confirm if the file is accepted or denied.
**Please do not resubmit a batch file if it has been successfully uploaded already. If the batch record is not
appearing or gives a status of “Processing Failed”, please connect with the PassportONE Helpdesk to advise.
You may also open the batch record to view the related invoices that were generated from the batch. Click on
the batch record and the “Details” button that appears to open the Batch Submission Details page. From here,
you can review the status of the invoices and perform any necessary action.
You may also click the “Download CSV” file to download a copy of the batch file which includes the system
generated responses.
The invoices created can also be found in the Invoice Dashboard, the location will vary based on the status of
the invoice. More details provided in the following section.
Once an invoice has been generated/submitted, they will appear in one of the queues on the Invoice
dashboard. Each record shown in the invoice dashboard will contain a summary of the invoice and will be in
different queues based on the invoice’s status. Invoices that are deleted are permanently removed from the
system and will not appear on the portal. Additionally, invoices that are older than 180 days are also removed
from the invoice dashboard but are stored in the backend database.
As previously shown in the Submission Status section, invoices submitted may be sent to PassportONE for
review. The message shown upon submission will determine which queue the invoice will appear in the
Invoice Dashboard. You may also refer to the appendix to determine where your invoice may be located.
1. Incomplete
Invoices that have been generated but not yet been submitted to PassportONE are stored in this queue. There
are two types of invoice statuses that will fall into this category:
1) Failed – Invoices that were submitted to PassportONE but failed due to validation errors.
2) Incomplete – POS Invoice Forms that were just generated and/or saved and have not been submitted
yet.
These invoices can be reopened and edited later for submission by clicking on the invoice record. An ‘Edit’
button will appear and clicking on that button will open the POS Invoice Form.
**Please be aware that incomplete/failed invoices are still considered active invoices and you may encounter
validation errors if you attempt to resubmit a new invoice without deleting the original invoice in the
‘Incomplete’ queue.
2. In-Audit Review
Invoices that have been successfully submitted but randomly selected for audit are in this queue with a
Manual Review Required status. The invoices listed in the queue will have two columns to identify if (a)
receipts are required, and (b) if receipts have been confirmed.
If receipts are not required, the invoice will be immediately sent to the PassportONE for review. Otherwise,
they are withheld in the TPA portal until the receipts/invoices have been attached and confirmed.
On the right-hand column of the page, the TPA User can upload receipts in the ‘Receipts’ section. A maximum
of 10 documents can be uploaded per submission. Only JPG, PNG, PDF and TIFF documents can be
uploaded with a maximum file size of 2.5MB per file.
Once ‘Browse’ is selected, the TPA User will be asked to select the receipts from their local computer drive.
The TPA User can choose the document and select ‘Open’. Multiple files can be selected at once. Each user’s
view of attaching invoices/receipts may differ from the screenshot below as this feature is dependant on
the users computer settings.
When the documents are attached, the TPA User will select ‘Upload’ and an automated pop-up message will
appear. The TPA User will select ‘OK’, followed by ‘Leave this Page’. Selecting ‘Leave this page’ will bring the
TPA User back to the ‘Invoice Submission’ page.
Once all the correct and required documentation is uploaded, the TPA User will select ‘Confirm’. An automated
pop-up message will appear asking the TPA User to confirm that all invoices or receipts that are required for
this submission were attached and uploaded. If all the required documents were uploaded successfully, the
TPA User will select ‘OK’ followed by ‘Leave this page’.
If the receipts have been successfully attached and confirmed, the ‘Receipts Confirmed’ column of the invoice
dashboard will be updated to ‘Yes’
Unlike the “In-Audit Review” queue, invoices sent to Level 3 Review do not require TPAs to attach receipts.
These submissions are sent directly to PassportONE. If receipts are required for verification, a request will be
made via your local Passport Agency.
4. Passed
Once an invoice has been successfully processed and sent for payment, the invoice will be located in the
‘Passed’ queue. In-Audit review or Additional review invoices that have been approved will also be relocated to
this queue.
In the event an invoice reimbursement was less than the submitted amount, the invoices in the “Passed”
queue will be highlighted for your convenience.
5. Expired
To prevent overburdening the system and slowing the portal, invoices that are older than 180 days are
archived in the TPA backend database. The invoices are then no longer viewable on the TPA portal queues
but details on the invoice can still be found through the report function. Instructions on how to pull reports
from the TPA will be covered in the next section.
The ‘Expired’ queue is where invoices are moved into temporarily. Invoices within this queue are then archived
and removed from the portal. Once an invoice is sent to the ‘Expired’ queue, please do not attempt to
reactivate the invoice. It is highly advised to recreate and resubmit the invoice, should you identify an expired
invoice that has yet to be reimbursed.
To begin, navigate to the Reports page on the TPA portal. From here, you will see multiple filters and
download option.
Users have two options when narrowing down the timeframe of the submissions
1) Users may manually specify the dates using the start/end date or
2) Select a fiscal period (start/end date will automatically be selected)
For agencies with TPA batch upload capabilities, users may further narrow the search for
Once the filters have been selected, you may download the report by clicking the green “Generate Report”
button. The report will pull details for the first 200 records.
If your search is more broad and likely to generate a higher volume of data, you can use the blue “Generate
Background Report” button. This may take up to several minutes, but the report will appear and contains
details on all invoices that match your criteria. You may also generate multiple background reports and it will
remain available to users for 48 hours after completion.
To begin, navigate to the Reports page on the TPA portal. Select the Client Payment Report tab.
Select ‘Generate Report’. Once ‘Generate Report’ is selected, the report will open in an excel document with
the first 200 records.
*If there are more than 200 records, line 201 of the report will inform the user that there are more than 200-line
items and a Background report should be used.
To download the Background report, navigate back to the Client Payment Report page and select the fiscal
year on the dropdown tab. Once selected, click on the ‘Generate Background Report’.
1. Invoice Statuses
Incomplete In Level 3 Review In-Audit Review
Invoices are sent for review Invoice was randomly
due to the invoice meeting selected for audit without
specific review criteria meeting any criteria
Invoices have not been
About successfully submitted Invoices may require TPAs
and remain with the TPA Invoices do not require TPAs to attach receipts
to attach receipts depending on the
expenses submitted
Person-Directed Planning
17. Person Directed Program