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How do I CLEAR an inaccurate client account balance WITHOUT entering a "PAYMENT" amount?




  • Sara Hall

    Yes to this! Help please! I have a similar issue.


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  • Tony Rooney

    I realize this is no help, Sara, but I couldn't resist:

    I get a lot of these:

    Hi there,

    Since we haven't heard back from you, we've marked this request Solved. If you have any other questions or still need help, please click here to send us a message.

    Best wishes,

    Followed by a request for feedback on the help I never got:

    Hi Tony Rooney,

    We'd love to hear what you think about our Customer Success Team because we want to make sure we're providing you with the best support and the right answers. Can you answer one simple question by clicking either link below?


    It's been so EXCEEDINGLY frustrating dealing with this software and with this company.  NOTHING in the way they designed the interface is intuitive to me.  I had a Windows program from 1989 that was simpler and more flexible on pretty much EVERY feature (except telehealth and electronic billing and payment, of course).  After asking for a lot of "individual help" early on, they literally DROPPED me (as in canceled an appointment I had made with a customer service person from their end [and at the last minute, no less] -- they apparently decided I'd had enough help!).

    With what we pay for this service each month (including the profit they make from all of our BILLING), it seems ABSURD to me that we can't simply call and TALK TO A HUMAN about a simple problem.  I bought into this program because I heard SP had "all the bells and whistles" -- it may, but it is incredibly inflexible and non-intuitive, and apparently SP is low on support staff.  There are SO many individualized situations that they are not equipped to deal with, it blows my mind (like offering discounts while still CHARGING my full fee, like making it possible for clients to make partial payments, like adding a note to a payment or putting any additional specific information in the title of a calendar event, like even the ability to enclose a screen shot with our questions, so we don't have to waste ten minutes describing a problem when we could have just shown them a screenshot of what's not working, etc., etc.). 

     I would ditch SP and find something simpler and more straight forward, but I've got a sunk cost of dozens and dozens of hours spent trying to make this work (including watching my clients go through the painfully confusing process of switching over [the portal links expire in 24 hours?  RUFKM?].

    Anyway, I apologize for the rant.  I'm just kinda glad to hear I'm not the only one not getting the answers I need.

    I hope your experience is better than mine... 😏✌🏽 Tony Rooney, Ph.D.


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  • Shana Olmstead

    I have the same issue. I need to clear payments without adding a payment. I hope to get some help on this as well. 

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  • Tony Rooney

    Good luck, Shana  -- I've gotten so sick of having to jump through hoops to get simple answers that, at least for now, I'm just hobbling along with me doing WAY more adjusting to Simple Practice than vice-versa.  If you do get an answer, please share it with me!  Thanks...


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  • Ayelette

    Hi Tony, Sara, and Shana,

    First, we sincerely apologize for the time it's taken to address this post. Note that the quickest way for you to get in touch with us directly regarding questions with your account or your clients is by clicking the blue question mark > Get Help option on the lower right of your SimplePractice account. You can also reach us on our Live Chat feature, offered Monday - Friday, 6am - 7pm PT (learn more here).

    If you're still experiencing any issues specific to your account or your clients, please reach out to us through one of the options above so that we can provide account-specific guidance.

    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. Thank you all for acting as resources for each other in the meantime.

    In addition, please see information below on each of the issues referenced in this thread.


    Updating a Client's Balance Without Entering a Payment

    Here is some background information about client billing in SimplePractice:

    • The Client Balance (or Credit) in the Billing Overview section equals all invoiced charges minus all client payments.

    • Appointment invoices reflect the client responsibility amount listed in the specific appointment's billing details.

    Therefore, if you'd like to update a client's balance, we recommend updating the client responsibility amount listed in the client's appointments to reflect the amount they actually owe. For details on updating the billing for a past appointment, feel free to check out this Help Center guide: Appointment level billing changes. After updating an appointment's fee as needed, click Uninvoiced in the Billing Overview on the top right to create a fee adjustment invoice which will update the amount the client owes for this appointment and update the Client Balance accordingly.

    Offering Discounts While Charging Your Full Rate

    To learn about setting up custom service rates for individual clients, I recommend reviewing this Help Center resource: Setting a default service code and custom rate for a client.

    To enter a client write off for a Self-Pay appointment, go to the client's Billing tab > hover over the relevant appointment > click Edit > enter the client Write Off > click Save. Note that an appointment's billing cannot be edited if there is a superbill attached; in this case, you can delete the superbill > update the appointment's billing > recreate the superbill.


    Partial Payments

    Through the Client Portal, a client can pay either their full balance or the full amount of a specific invoice.

    However, on your end, you can enter a partial payment for a client by selecting Other in the Add Payment workflow and entering the amount of the partial payment, as shown below.


    Client Portal Links

    To keep the Client Portal secure, here are a few security features to note about our Client Portal links:

    • The links expire 24 hours after they are generated.
    • Each time a new link is requested, prior links will be deactivated.
    • Each link is one-time use. This means that the first time a client clicks the link, they'll be brought directly into your Client Portal. If they've logged out of the Client Portal and they click the same link again, they'll see a message that they need a new link.

    In the case where a link has expired, a client will be immediately prompted to generate a new link, as shown below.


    Including a Screen Shot with a Help Request

    When submitting an email help request to our team, you can attach a screenshot by clicking Add file, above the Submit button. To learn more about submitting help requests, feel free to check out this resource: Logging in to SimplePractice and submitting help requests.


    Adding a Note to a Payment, Updating an Appointment's Title

    While these features are not currently available, we gather ideas and suggestions like this on our Ideas and Suggestions board. If you have a moment, I definitely encourage you to add these ideas or vote on similar ideas on that board. Our product team regularly reviews the ideas on this board as part of our development process. If you're curious, here's more information about how a customer idea can become a SimplePractice feature: Customer feedback: How a customer idea can become a feature in SimplePractice.

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