Invoice Payment Statuses & Payment History

There can be many reasons for a failed or unsuccessful charge. View the invoice payment history for more detailed information.


To begin from a Report, click the invoice # in question to view the invoice:

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To begin from a  Patient's Profile,  click on the 'Invoices'  tab and then select the invoice in question:

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Payment Statuses

The following Invoice payment statuses will be viewable:

  • Issued - awaiting payment either as a one-off charge or a future membership invoice
  • No payment info  - awaiting a payment method or to be mark as paid with cash or check
  • Bank Not Verified  - the patient needs to verify the account to process the charge
  • Clearing  - the patient's bank may take a 3-5 business days to complete the transfer
  • Retrying  - we are attempting to collect a new payment source from the patient since the original payment failed. If it is a credit card, we are retrying the card. If it is ACH we are not retrying payment.
  • Failed  - the charge was declined by the credit card or bank processor
  •     Suggested Fixes:
    • add a new payment source
    • click 'Process Payment' to retry the charge with the payment method on file

Payment Status History

You can review a payment status history at the bottom of the invoice. If there have ever been any failed attempts, they will be shown in this section.

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