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WaystarActive churn

Physical Therapist reports Waystar account issue led to inability to submit claims since January 2026

Read at g2.com

What happened

Michael M., a Physical Therapist at a small business, reports that Waystar created a duplicate clearinghouse account under his NPI without his authorization and refused to provide audit logs. This has prevented his practice from submitting electronic claims since January 2026, causing significant operational issues. He is currently in active litigation over this matter.

Source

From the reviews

  • 0 of 5
    “Waystar created a duplicate clearinghouse account under my NPI based solely on authorization from my third-party billing company. They never contacted me - the covered entity and NPI owner - to verify or confirm. I did not authorize it.”

    Michael M., Physical TherapistMay 4, 2026View

  • 0 of 5
    “When I discovered what happened and demanded forensic audit logs to determine what had occurred with my claims data and patient PHI, they refused. As a HIPAA-covered entity, I have a federal obligation to know who accessed my patients’ protected health information. Their refusal made it impossible for me to meet that obligation.”

    Michael M., Physical TherapistMay 4, 2026View

  • 0 of 5
    “My practice has been unable to submit electronic claims since January 2026 as a direct result. I am currently in active litigation over this.”

    Michael M., Physical TherapistMay 4, 2026View

  • 0 of 5
    “Nothing about my experience with Waystar warrants a positive recommendation.”

    Michael M., Physical TherapistMay 4, 2026View

Extracted by Autobound

From the Signal API record
Signal
Active churn

What this signalsReview themes often show where customers may look for an alternative.

Reviewer
Michael M.
Reviewer details
Physical Therapist
Switching intent
Yes

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The full record

From the Signal API record

Extraction

Detected
May 12, 2026
signal_type
product-reviews
signal_subtype
ActiveChurn

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The API returns more than this page shows

This page shows a preview. The full product-reviews record in the Signal API and MCP can also have these 8 fields. Some fields are empty for some signals.

Company

  • linkedin_urlValue in the API
  • industriesValue in the API
  • employee_count_lowValue in the API
  • employee_count_highValue in the API
  • revenueValue in the API
  • descriptionValue in the API

Signal

  • signal_nameValue in the API
  • associationValue in the API
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Show the full JSONThe record on this page and the API request

GET /v1/signals/9c878b50-bd84-4f45-ae09-d29380f7f139 returns this record as JSON. POST /v1/companies/enrich returns every signal for waystar.com.

{
  "signal_id": "9c878b50-bd84-4f45-ae09-d29380f7f139",
  "signal_type": "product-reviews",
  "signal_subtype": "ActiveChurn",
  "detected_at": "2026-05-12T10:18:44.465+00:00",
  "company": {
    "name": "Waystar",
    "domain": "waystar.com"
  },
  "data": {
    "summary": "Michael M., a Physical Therapist at a small business, reports that Waystar created a duplicate clearinghouse account under his NPI without his authorization and refused to provide audit logs. This has prevented his practice from submitting electronic claims since January 2026, causing significant operational issues. He is currently in active litigation over this matter.",
    "evidence": [
      {
        "quote": "Waystar created a duplicate clearinghouse account under my NPI based solely on authorization from my third-party billing company. They never contacted me - the covered entity and NPI owner - to verify or confirm. I did not authorize it.",
        "review_url": "https://www.g2.com/products/waystar/reviews#review-12749886",
        "review_date": "2026-05-04",
        "star_rating": 0,
        "reviewer_name": "Michael M.",
        "reviewer_title": "Physical Therapist"
      },
      {
        "quote": "When I discovered what happened and demanded forensic audit logs to determine what had occurred with my claims data and patient PHI, they refused. As a HIPAA-covered entity, I have a federal obligation to know who accessed my patients’ protected health information. Their refusal made it impossible for me to meet that obligation.",
        "review_url": "https://www.g2.com/products/waystar/reviews#review-12749886",
        "review_date": "2026-05-04",
        "star_rating": 0,
        "reviewer_name": "Michael M.",
        "reviewer_title": "Physical Therapist"
      },
      {
        "quote": "My practice has been unable to submit electronic claims since January 2026 as a direct result. I am currently in active litigation over this.",
        "review_url": "https://www.g2.com/products/waystar/reviews#review-12749886",
        "review_date": "2026-05-04",
        "star_rating": 0,
        "reviewer_name": "Michael M.",
        "reviewer_title": "Physical Therapist"
      },
      {
        "quote": "Nothing about my experience with Waystar warrants a positive recommendation.",
        "review_url": "https://www.g2.com/products/waystar/reviews#review-12749886",
        "review_date": "2026-05-04",
        "star_rating": 0,
        "reviewer_name": "Michael M.",
        "reviewer_title": "Physical Therapist"
      }
    ],
    "headline": "Physical Therapist reports Waystar account issue led to inability to submit claims since January 2026",
    "relevance": 95,
    "product_name": "Waystar",
    "source_page_url": "https://www.g2.com/products/waystar/reviews/reviews",
    "switching_intent": {
      "urgency": "immediate",
      "detected": true,
      "signal_phrase": "My practice has been unable to submit electronic claims since January 2026 as a direct result. I am currently in active litigation over this."
    },
    "quantified_impact": {
      "metrics": [
        "unable to submit electronic claims since January 2026"
      ],
      "has_numbers": true
    },
    "decision_maker_complaint": {
      "title": "Physical Therapist",
      "is_decision_maker": false
    }
  }
}

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