Skip to main content

Unpaid Invoice Marked as Paid

Answered

Comments

30 comments

  • Sophie Archibald

    Did you ever get an answer Emma? I have the same issue. 

    Comment actions Permalink
  • Renee A. Reveles

    Hi-I also experienced the same problem! I want to send an invoice with the balance unpaid & when you have it -it get's marked as PAID at the top.How can we correct this?

    Comment actions Permalink
  • Amanda Gropp

    Hi, I am also having the same problem. Did any of you ever receive an answer to this question? Thank you.

    Comment actions Permalink
  • Jeanie Bowen

    I have been going in and deleting the "paid" invoice (when it is either zero, or I know the client hasn't paid), and going to appointment in the billing tab and then edit it to reflect what the client owes for that session and zero out the insurance portion.  I hope that makes sense.

    What I am struggling with, and can't find an answer for, is I have an invoice marked "paid" that I too am certain the client didn't pay.  Isn't there a way a Form of Payment can be indicated on the invoice, so I know how to adjust the invoice?   For example, did the client pay when they were in the office or  did SP just create the "Paid" invoice with NO payment.  I am really struggling with this...is there something I am missing?  

    This part was much easier while everyone was doing TeleHealth and no one was in the office.  Am I alone on this one?

    Comment actions Permalink
  • Ayelette

    Hi Sophie, Renee, and Jeanie,

    We'd be happy to help with this. Because these issues are specific to your account, I’ve created help requests on your behalf and emailed you for some additional information. 

     

    Hi Amanda,

    I see that one of my colleagues replied to your help request on Sunday to request more information as well.

     

    Once we have the information from each of you, we'll will look into the issues and follow up with each of you via email.

     

    Comment actions Permalink
  • Robert Dyer

    Hi,

     

    I am having the same problem as these users. It seems that the solution is account specific. Could you please help? Thank you.

     

    Robert

    Comment actions Permalink
  • Mariam Moini

    Same problem- this seems to be a new problem with billing documents. Please advise, it is causing serious confusion in my billing records. 

    Comment actions Permalink
  • Amy Moore

    I am also having this problem...please advise

     

    Comment actions Permalink
  • Ayelette

    Hi Robert,

    I see my colleague Irving has responded to your help request and is in touch regarding setting up a call.

     

    Mariam and Amy,

    I've created help requests for you and a member of the team will reach out to you to learn more details about what you're experiencing.

     

    For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark icon on the lower right of your account > clicking Get Help. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

    Comment actions Permalink
  • Heather Hill

    Help, i'm having the same problem with one client in particular.  How do i create an invoice without the Paid stamp automatically being added?

     

    -2
    Comment actions Permalink
  • Ayelette

    Hi Heather,

    Because this is specific to your account, I’ve created a help request on your behalf so that a member of our Success team can investigate this for you further. They’ll be reaching out to you with more information over email.

    For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark icon on the lower right of your SimplePractice account > clicking Get Help. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

    Comment actions Permalink
  • Lillesol Kane

    I am having this problem as well and it is VERY frustrating. Please help!!

    Comment actions Permalink
  • Ayelette

    Hi Lillesol,

    Thank you for reaching out directly to our customer success team, as this is the fastest way to get support for account-specific issues. A member of the team will follow up with you shortly.

    As a reminder, although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform.

    Comment actions Permalink
  • Aimee Radom

    Given how many people are having this issue (including me!), perhaps there is a program update that needs to be addressed!

    Comment actions Permalink
  • Ruth

    Hi Aimee - We're currently working on improving our Invoicing and Billing functionality; however, you can add your thoughts on how to improve our billing features by posting on our Ideas and Suggestions Board, here: http://simplepractice.uservoice.com/

    Comment actions Permalink
  • Carol A. James

    I'm disappointed to see the response to this problem.  I, too, am having this problem and it is quite clear what the issue is.  I don't think adding our thoughts on how to improve billing features on the Suggestion Board is the answer.  There needs to be a solution.  

     

    Comment actions Permalink
  • Michele Laux

    I have contacted help with this “account specific” problem, and they haven’t been able to help me. I agree that just adding our thoughts to how to improve billing with no assistance in fixing these invoice errors, is very problematic. 

    Comment actions Permalink
  • Ruth

    Hi Everyone - To clarify, payments are allocated to the smallest, oldest invoice in your client's file. Regardless of what session you meant to apply payment to, if there is a smaller amount left to pay on another invoice, that's the invoice that will get paid off first. Currently, there isn't a way to apply payments to a specific invoice. Here's more on how payments are allocated to invoices: https://support.simplepractice.com/hc/en-us/articles/207624646-Adding-client-payments#howarepaym

    Michele - I've marked your requests with the Urgent priority level, someone should be getting back to you shortly. We try to answer all emails within 24 hours during our normal business hours Monday-Friday, 7am - 7pm PT. It looks like my colleague Avery answered your first email, asking you for the secure URL of your client, on Friday. I took a look at the client in question and it looks like you haven't been charging anything for their copay, or coinsurance amount. To clarify, invoices are for client facing billing, they don't reflect insurance charges, or payments. Invoices generated for clients who don't owe a copayment, or coinsurance amount, will automatically get marked paid. 

    Carol - Our Product Team is working on ways to simplify the invoicing and billing for clients. We use the Ideas and Suggestions Board to shape the implementation and building of new features. Here's a like minded post, we'd love to hear your comments here: https://simplepractice.uservoice.com/forums/918553-simplepractice-feedback/suggestions/38850169-applying-payments-to-specific-invoices 

    If you'd like us to investigate why an invoice was marked as "Paid" and help you streamline your client's Billing page, please reach out by submitting a Help Request.

     

     

    Comment actions Permalink
  • Jana Harrington

    I'll bite: these invoices are really disappointing.  I'm ready to move the data to FreshBooks by hand and create invoices there, as SimplePractice doesn't seem up to the task.

    - From Not Jana

    Comment actions Permalink
  • Ruth

    Hi (not) Jana, we're currently working on enhancements to our billing feature that will address some of the most commonly voiced concerns about our invoicing. In the meantime, please keep us in the know on how to better our invoices so our Product Team can take your feedback into consideration: https://simplepractice.uservoice.com/forums/918553-simplepractice-feedback/suggestions/38850169-applying-payments-to-specific-invoices

    We also work with customers individually to help clarify, or work through billing issues that arise. Click here to contact a member of our Customer Success Team: Help Request.

    Comment actions Permalink
  • Brandy K. Poirier

    This is happening with my invoices as well. It seems like a pretty common and serious issue, and has been for two years. I can't send the invoice when it's marked paid. Please help.

     

    Comment actions Permalink
  • Ruth

    Hi Brandy, you should still be able to send invoices to your clients after they've been marked "Paid." To do this manually, you can click the little envelope icon to the top right of the invoice. If your issue is that the invoice is marked "Paid" when it shouldn't be, I'd recommend reaching out to our Customer Success Team so they can further investigate your client's Billing. You can use this link to submit a Help Request, or use the ? icon in your account > Get Help to get in touch with our Customer Success Team. 

    Comment actions Permalink
  • Celeste H. Ryan

    I am having the opposite problem. I recently added in payments, that I had not created invoices for prior. I want to send a PAID invoice to the client. It is not marking as paid.

    Comment actions Permalink
  • Jeanie Bowen

    Celeste, when I send a "Paid" receipt to the client, I just send a statement.  It doesn't show "PAID", but it does show a ZERO balance if it was paid in full.

    I hope that helps.

    Comment actions Permalink
  • Celeste H. Ryan
    I am finally adding a client's card to autopay. It will charge tonight for two sessions. I just do not want it to charge his card for all the uninvoiced sessions. 
    Also, does Simple Practice send a PAID invoice each time it charges the card?
     
    Comment actions Permalink
  • Ruth

    Hi Celeste, happy to answer your questions!

    If there was another unpaid invoice that was smaller and older than the one you recently generated, then the payment will be applied to that invoice before it's applied to a newer, larger invoice. Here's more on how to Recreate your invoices to clean up your client's billing.

    Your clients will receive billing documents if you've enabled "Email Billing Notifications" in the client's file > Edit > Billing and Insurance. If you'd like all new clients to have "Email Billing Notifications" enabled by default, you can do this by going to your Settings > Billing & Services, under Billing Documents For New Clients > Default Notification Methods. 

    Autopay will only charge your clients their invoiced balance. However, if you have daily invoice automations set in Settings > Billing & Services, under Invoices then an invoice will be automatically generated every night for all uninvoiced sessions in your client's file, which will be included in the amount your client is charged via Autopay. Here's more on How Autopay works

    Comment actions Permalink
  • Shandra Carlsen

    My SP billing was working just fine until today when I entered a session and wrote off some of the fee from a self-pay client.  It issued two invoices, one for the original fee amount and a second with a credit for the adjusted amount.  It has never done this before.  Then I noticed that the unpaid appointment from May 5th was now marked as paid when I know the client didn't pay it.  Can I get some assistance on this?

    Comment actions Permalink
  • Lauren Metzger

    I am having the same problem - invoice marked as "paid" but clearly has not been paid. I try deleting and creating invoice again but still mark as "paid". Help needed, thank you. 

    Comment actions Permalink
  • Lori Hobart

    same problem.  sessions marked paid for weird amounts and client has definately not paid.  I have spent countless hours trying to fix this and am nearing the end of my rope.  Did anyone with "client specific" problems get answers that may help the rest of us?

     

    -1
    Comment actions Permalink
  • Rena Kleiman

    Need to eliminate the PAID sign at the top of the invoice. Please advise

    Comment actions Permalink

Please sign in to leave a comment.