Please note that due to the circumstances around COVID-19, we are seeing a significant increase in the number of help requests to our Customer Success group and we're working to respond as quickly as possible. We do strongly encourage you to take advantage of all the free resources we have available. Thank you for your patience and understanding. 


Why does my insurance payment have an unallocated amount?


Understanding Unallocated Amounts

The unallocated amount is the running balance used to keep track of a patient's available funds, specifically the amount still available. 

When you add an insurance payment and the payment amount, you will notice that the amount in the adjacent Unallocated field will initially match the payment amount. In the example below, when I enter $200 in the Amount field, the Unallocated field will also show $200 (until I allocate it to a session).

The goal is get the unallocated amount to $0.


When you add an insurance payment, the amount will initially be reflected in the Unallocated Amounts field

As you start allocating payments to sessions, the unallocated amount goes down by the amount you allocated to each session. As shown in the example below, when I allocate $100 to the first session, the amount in the Unallocated field decreases to $100. And, after I allocate the last $100, the Unallocated field now shows $0. 

Once payments get allocated to sessions, the amount allocated will deduct from the Unallocated Amounts field

Why do I have a negative unallocated amount?

A negative unallocated amount happens when you have allocated more money to the sessions than the full amount of the payment you received. In the example below, you'll see that I have a payment of $200, but I allocate $300 which results in a negative unallocated amount. Since the goal is to get the Unallocated field to $0, you should only allocate the amount available.

Only allocate payments with the amount available to avoid a negative balance




Have more questions? Submit a request