Mantys Eligibility APIEmirates ID not linked
One payer, one member, two identifiers: when a member_not_found is worth retrying on the card number and when it is a real answer.
member_not_found means the payer has no member matching the identifier you
sent. It is a real answer, not a failure, and the response says so plainly:
{"id": "00000000-0000-4000-a000-000000000001","tenant_id": "yourorg","clinic_id": "00000000-0000-4000-a000-000000000002","created_at": "2026-05-16T13:34:21.373000","updated_at": "2026-05-16T13:34:31.583000","task_id": "00000000-0000-4000-a000-000000000001","status": "PROCESS_COMPLETE","request_dump": {"name": "Sample Patient","phone": "+971 50 000 0000","id_type": "EMIRATESID","tpa_name": "TPA002","payerName": "","doctorName": "Sample Clinician","extra_args": {"title": "","value": "","request_start_time": 1778938461.363816},"visit_type": "OUTPATIENT","emirates_id": "784-0000-0000000-0","practice_id": "00000000-0000-4000-a000-000000000002","user_id": "00000000-0000-4000-a000-000000000003","dob": null,"mode": "prod","test_mode": false},"interim_results": null,"is_search_all": false,"search_all_status": null,"created_by_user_id": null,"eligibility_result": {"id": "00000000-0000-4000-a000-000000000001:TPA002","tenant_id": "yourorg","clinic_id": "00000000-0000-4000-a000-000000000002","created_at": "2026-05-16T13:34:31.647000","updated_at": "2026-05-16T13:34:31.647000","data_dump": {"tpa": "TPA002","data": {"payer_id": "TPA002","show_data": false,"is_eligible": false,"screenshot_key": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z","was_identified_by_aggregator": false},"status": "member_not_found","message": "`This beneficiary is Invalid ` was seen","error_type": "MemberNotFoundError","screenshot_key": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z","was_identified_by_aggregator": false},"search_id": "0000-0000-0000-0000","tpa_name": "TPA002","task_id": "00000000-0000-4000-a000-000000000001","user_id": null,"status": "member_not_found"}}
Highlighted on eligibility_result: status, tpa_name, data_dump.data.is_eligible, data_dump.data.show_data, data_dump.message. The rest of the keys are documented on Results.
show_data: false is the flag that says there is nothing behind this result
worth rendering. What you do next depends on why the member was not found, and
the response does not tell you which reason applies. There are two, and only one
of them is worth another call.
What the portal showed
The whole of the payer's answer is one sentence, and it reaches you inside
data_dump.message exactly as the portal printed it.
Note what the sentence does not say. The portal does not distinguish a member it has never held from a member it holds under a different identifier, and neither does the response built from it.
Worth retrying: the Emirates ID is not linked yet
Two production checks, 58 seconds apart. Same clinic, same payer, same
visit_type. One field changed.
| First attempt | Retry | |
|---|---|---|
id_type | EMIRATESID | CARDNUMBER |
tpa_name | TPA002 | TPA002 |
visit_type | OUTPATIENT | OUTPATIENT |
| Result | member_not_found | found, is_eligible: true |
| Created | 13:34:21 | 13:35:19 |
{"id": "00000000-0000-4000-a000-000000000001","tenant_id": "yourorg","clinic_id": "00000000-0000-4000-a000-000000000002","created_at": "2026-05-16T13:35:19.277000","updated_at": "2026-05-16T13:35:45.250000","task_id": "00000000-0000-4000-a000-000000000001","status": "PROCESS_COMPLETE","request_dump": {"name": "Sample Patient","phone": "+971 50 000 0000","id_type": "CARDNUMBER","tpa_name": "TPA002","payerName": "","doctorName": "Sample Clinician","extra_args": {"title": "","value": "","request_start_time": 1778938519.2681706},"visit_type": "OUTPATIENT","emirates_id": "MBR-0000000","practice_id": "00000000-0000-4000-a000-000000000002","user_id": "00000000-0000-4000-a000-000000000003","dob": null,"mode": "prod","test_mode": false},"interim_results": {"tpa_name": "TPA002","screenshot_key": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z","referral_documents": [{"id": "claim_form","tag": "Claim Form","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"id": "claim_form_image","tag": "Claim Form Image","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"id": "table_of_benefits","tag": "Table of Benefits","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"id": "member_eligibility_document","tag": "Member Eligibility Document","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"}]},"is_search_all": false,"search_all_status": null,"created_by_user_id": null,"eligibility_result": {"id": "00000000-0000-4000-a000-000000000001:TPA002","tenant_id": "yourorg","clinic_id": "00000000-0000-4000-a000-000000000002","created_at": "2026-05-16T13:35:45.789000","updated_at": "2026-05-16T13:35:45.789000","data_dump": {"tpa": "TPA002","data": {"payer_id": "TPA002","is_eligible": true,"patient_info": {"policy_holder_dob": "1990-01-01","policy_holder_name": "Sample Policy Holder","patient_emirates_id": "784-0000-0000000-0","policy_primary_member_id": "MBR-0000000","policy_primary_dha_member_id": "0000000000"},"copay_analysis": {"copay_details": [{"remarks": "Citation: Co-Part: 20% Max(25 AED) | \n\n ","visit_type": "Consultation","copay_amount": null,"cost_sharing": {"visit_type": "Outpatient","copay_amount": null,"visit_setting": "Outpatient","copay_currency": "AED","copay_percentage": 20,"copay_maximum_scope": null,"copay_maximum_amount": 25,"coinsurance_percentage": null},"visit_setting": "Outpatient","copay_currency": "AED","copay_max_scope": null,"copay_max_amount": 25,"copay_percentage": "20.0","coinsurance_percentage": null,"scope": {"benefit": "Consultation","network": "General","location": "UAE","visit_setting": "Outpatient","qualifiers": [],"is_default": true,"label": "General | UAE"}}],"waiting_period": "Not Specified","special_remarks": [],"new_version_of_copay_analysis": {"benefits": [{"limits": null,"remarks": null,"conditions": null,"cost_sharing": [{"visit_type": "Outpatient","copay_amount": null,"visit_setting": "Outpatient","copay_currency": "AED","copay_percentage": 20,"copay_maximum_scope": null,"copay_maximum_amount": 25,"coinsurance_percentage": null}],"coverage_status": "Covered","service_category_original": "Consultation","service_category_standardized": "Consultation"}],"policy_info": {"waiting_period": "Not Specified","policy_period_end": null,"policy_jurisdiction": "Not Specified","policy_period_start": null,"beneficiary_start_date": {"DD": 2,"MM": 5,"YYYY": 2025},"air_arabia_referral_number": "REF-0000000"},"general_remarks": [],"abbreviations_defined": []}},"failure_reason": null,"policy_network": {"is_vip": "No","payer_name": "THE NEW INDIA ASSURANCE COMPANY LIMITED - INS046","sponsor_id": "INS046","start_date": "2026-05-02","valid_upto": "2027-05-01","all_networks": [{"network": "NEXTCARE RN-OP","plan_code": "P266-1","visit_type": "OP (Out Patient)","network_code": null,"network_value": "RN","raw_plan_string": "THE NEW INDIA ASSURANCE COMPANY LIMITED - RN - SHJ","matched_plan_name": "NEXTCARE RN-OP","network_name_as_in_text": "RN incl. NMCRoyal L.L.C+NMCRoyal Women+Reem H+Prime Hosp"}],"package_name": null,"is_gatekeeper": "No","waiting_period": null,"policy_authority": "MOH","policy_plan_name": null,"work_site_covered": "Could not determine","policy_holder_name": "Sample Policy Holder","payer_name_as_in_text": "THE NEW INDIA ASSURANCE COMPANY LIMITED UAE - INS046","is_general_physician_referral_required_for_specialist_referral": false},"screenshot_key": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z","warning_messages": [{"message": "Referral Details Dropdown does not have any options to select","warning": true,"screenshot": null}],"policy_holder_dob": "1990-01-01","policy_holder_name": "Sample Policy Holder","referral_documents": [{"id": "claim_form","tag": "Claim Form","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"id": "claim_form_image","tag": "Claim Form Image","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"id": "table_of_benefits","tag": "Table of Benefits","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"id": "member_eligibility_document","tag": "Member Eligibility Document","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"}],"copay_details_to_fill": [{"name": "Outpatient","values_to_fill": {"LAB": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"MEDICINES": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"RADIOLOGY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"DIAGNOSTICS": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"CONSULTATION": {"copay": "20.0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "25.0","should_set_copay": true,"_deductibleLegacy": "25.0"},"PHYSIOTHERAPY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"DENTAL CONSULTATION & PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true}},"primary_network": {"network": "NEXTCARE RN-OP","network_status": null,"matched_plan_name": "NEXTCARE RN-OP"},"available_networks": [{"network": "NEXTCARE RN-OP","plan_code": "P266-1","visit_type": "OP (Out Patient)","network_code": null,"network_value": "RN","raw_plan_string": "THE NEW INDIA ASSURANCE COMPANY LIMITED - RN - SHJ","matched_plan_name": "NEXTCARE RN-OP","network_name_as_in_text": "RN incl. NMCRoyal L.L.C+NMCRoyal Women+Reem H+Prime Hosp"}],"has_multiple_networks": false},{"name": "Maternity","values_to_fill": {"LAB": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"MEDICINES": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"RADIOLOGY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"DIAGNOSTICS": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"CONSULTATION": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"PHYSIOTHERAPY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"DENTAL CONSULTATION & PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true}},"primary_network": {"network": "NEXTCARE RN-OP","network_status": null,"matched_plan_name": "NEXTCARE RN-OP"},"available_networks": [{"network": "NEXTCARE RN-OP","plan_code": "P266-1","visit_type": "OP (Out Patient)","network_code": null,"network_value": "RN","raw_plan_string": "THE NEW INDIA ASSURANCE COMPANY LIMITED - RN - SHJ","matched_plan_name": "NEXTCARE RN-OP","network_name_as_in_text": "RN incl. NMCRoyal L.L.C+NMCRoyal Women+Reem H+Prime Hosp"}],"has_multiple_networks": false},{"name": "Specialization","values_to_fill": {"LAB": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true},"MEDICINES": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true},"PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true},"RADIOLOGY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true},"DIAGNOSTICS": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true},"CONSULTATION": {"copay": "20.0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "25.0","should_set_copay": true,"_deductibleLegacy": "25.0","_is_outpatient_fallback": true},"PHYSIOTHERAPY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true},"DENTAL CONSULTATION & PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true,"_is_outpatient_fallback": true}},"primary_network": {"network": "NEXTCARE RN-OP","network_status": null,"matched_plan_name": "NEXTCARE RN-OP"},"available_networks": [{"network": "NEXTCARE RN-OP","plan_code": "P266-1","visit_type": "OP (Out Patient)","network_code": null,"network_value": "RN","raw_plan_string": "THE NEW INDIA ASSURANCE COMPANY LIMITED - RN - SHJ","matched_plan_name": "NEXTCARE RN-OP","network_name_as_in_text": "RN incl. NMCRoyal L.L.C+NMCRoyal Women+Reem H+Prime Hosp"}],"has_multiple_networks": false},{"name": "Inpatient","values_to_fill": {"LAB": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"MEDICINES": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"RADIOLOGY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"DIAGNOSTICS": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"CONSULTATION": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"PHYSIOTHERAPY": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true},"DENTAL CONSULTATION & PROCEDURE": {"copay": "0","deductible": "0","_copayAmount": "0","_copayMaxAmount": "0","should_set_copay": true}},"primary_network": {"network": "NEXTCARE RN-OP","network_status": null,"matched_plan_name": "NEXTCARE RN-OP"},"available_networks": [{"network": "NEXTCARE RN-OP","plan_code": "P266-1","visit_type": "OP (Out Patient)","network_code": null,"network_value": "RN","raw_plan_string": "THE NEW INDIA ASSURANCE COMPANY LIMITED - RN - SHJ","matched_plan_name": "NEXTCARE RN-OP","network_name_as_in_text": "RN incl. NMCRoyal L.L.C+NMCRoyal Women+Reem H+Prime Hosp"}],"has_multiple_networks": false}],"policy_holder_emirates_id": "784-0000-0000000-0","was_identified_by_aggregator": false},"status": "found"},"search_id": "0000-0000-0000-0000","tpa_name": "TPA002","task_id": "00000000-0000-4000-a000-000000000001","user_id": null,"status": "found"}}
Highlighted on request_dump: id_type, tpa_name, visit_type. The rest of the keys are documented on Results.
Of the three choices a caller makes, tpa_name and visit_type were held and
only id_type moved. emirates_id follows id_type rather than naming a
field: it carries whatever identifier the check was raised on, so it holds an
Emirates ID on the first call and a card number on the second. A payer can hold
a member under a card number without the Emirates ID linked to it yet, so the
same person is absent under one identifier and present under the other.
What the 58 seconds buy you
The gap is what makes this pair worth reading. Nothing about a policy changes in under a minute,
and both calls went to the same payer on the same visit type, so id_type is the only thing left
that can explain two different answers. That is the mechanism. What the pair does not tell you is
how far it generalises: it is one member at one payer, and which identifiers a payer will match is
a property of that payer. Check the payer matrix before you assume a fallback is
available.
Not worth retrying: the policy changed
The counter-example matters more than the example, because it looks identical in the response and is not the same situation at all.
| First check | Later check | |
|---|---|---|
id_type | CARDNUMBER | CARDNUMBER |
tpa_name | TPA001 | TPA001 |
| Result | member_not_found | found, is_eligible: true |
| Created | 7 February | 4 April |
Same identifier, same payer, different answer, fifty-six days apart. Nothing about the request changed. The policy did.
{"id": "00000000-0000-4000-a000-000000000001","tenant_id": "yourorg","clinic_id": "00000000-0000-4000-a000-000000000002","created_at": "2026-02-07T12:12:10.678000","updated_at": "2026-02-07T12:13:03.568000","task_id": "00000000-0000-4000-a000-000000000001","status": "PROCESS_COMPLETE","request_dump": {"name": "Sample Patient","phone": "+971 50 000 0000","id_type": "CARDNUMBER","tpa_name": "TPA001","payerName": null,"doctorName": "Sample Clinician","extra_args": {"title": "","value": "","is_member_present_at_the_facility": true},"visit_type": "OUTPATIENT","emirates_id": "784-0000-0000000-0","practice_id": "00000000-0000-4000-a000-000000000002","user_id": "00000000-0000-4000-a000-000000000003","dob": null,"mode": "prod","test_mode": false},"interim_results": {"tpa_name": "TPA001","screenshot_key": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z","referral_documents": [{"tag": "Member Eligibility - Main Page","s3_url": "https://storage.example.com/eligibility/00000000-0000-4000-a000-000000000001/document.png?sig=PLACEHOLDER&se=2026-01-01T00%3A00%3A00Z"},{"tag": "Member Eligibility - 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Highlighted on eligibility_result: status, tpa_name, data_dump.data.is_eligible. The rest of the keys are documented on Results.
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Highlighted on eligibility_result: status, tpa_name, data_dump.data.is_eligible. The rest of the keys are documented on Results.
An immediate retry in February would have returned member_not_found again, as
many times as it was asked. This is the case against a blind retry loop: the
answer was correct when it was given, and only became wrong later.
What your code has to do
Treat member_not_found as an answer. It is not an error, it does not need
a support ticket, and show_data: false is telling you there is no result
object to render.
Offer the identifier retry to a person, do not automate it. "Not found by Emirates ID. Try the card number?" puts the choice in front of the one person who can read the card the patient is holding. Automating it doubles your calls on every genuine miss to buy back the few that were only ever an unlinked Emirates ID.
Never retry on a timer. Nothing about the same request at the same payer changes between two calls a minute apart, and search-all sweeps are expensive. The identifier is the thing worth changing; the clock is not.
Re-check on an event, not on a schedule: a renewal processed, a new card presented, a new visit. Fifty-six days is what a real change looks like.