What to do first
Start with the client, session, and problem. Check the information available to your practice before asking the client to repeat a step. Clinicians, staff, practice administrators, and team owners can open a connected client’s profile from Clinician Portal → Clients when they have access. Each action—viewing claims or payments, generating superbills, or editing records—also depends on your permissions and connection status. If you can’t complete an action, ask a practice member with permission. You and your client can each contact Support directly through your own Thrizer account.Benefit check does not work
A failed benefit check doesn’t mean the client’s coverage was denied. Confirm the client’s insurance and policyholder information against their card, including the Member ID. From the client’s Insurance tab, authorized practice members can use Edit Insurance Plan to correct details and Recheck benefits to run a new check. If a Benefits Checker result shows Unable to check benefits and offers Try Again, use that result-screen control first. Your client has their own Recheck Benefits control under Client Portal → Settings → Insurance plan. If the result stays incomplete, use the manual-check action on the client’s Insurance tab; when benefit details are unknown, Contact Support opens the manual-check form. If the form is not working, contact Support through your account. Have the front and back of the insurance card and the client’s date of birth available for verification. See Add or correct a client’s insurance for insurance-editing steps and Manual benefit checks for the complete failure reasons and verification steps. See What makes a benefit check usable for when a result supports billing. A newly linked plan needs a usable automated or manual check before OON Billing and claim submission can proceed. Self-Pay remains available. An inconclusive recheck alone does not invalidate previously verified benefits.Claim is missing, still processing, rejected, or denied
Open the client’s Payments and Claims tabs to compare the charge with the claim.- Missing: Check billing type, successful payment, Date of Service, and required claim information. Follow If an automatic claim is missing; do not create a duplicate charge to force submission.
- Still processing: Review the Claims processing timeline. Insurance controls processing time. Contact Support if the claim has stalled or needs review.
- Rejected: Open the claim details for the available reason. The client sees a generic message. Correct inaccurate records you manage; for a charge or claim edit, use Support review. A rejection is not a coverage decision, and changing a record does not itself confirm resubmission.
- Denied: Use denied-claim guidance to distinguish the insurer’s decision from a rejection and request review when information needs correction.
- Insurance changed after submission: Follow Support review for updated insurance for the affected claim.
- Approved but no reimbursement: Check whether the result applies to the deductible or whether reimbursement is still being completed. Use Explaining estimates and reimbursement.
Payment method or failed-charge issue
Review the payment status before retrying a charge. A failed payment does not submit a claim. Use Manage client payment cards to check what your role can change and what the client can do in Settings → Payment Methods. Once you confirm the failed payment and resolve the issue, follow failed-payment steps to make a new charge attempt. If the payment outcome is unclear, confirm it before charging again. A completed charge cannot be moved to another card. If a completed session was accidentally charged as Self-Pay, use Support review for the intended OON Billing charge. Changing the saved Billing Type doesn’t confirm that the existing charge or claim has been changed. For an appointment superbill that will not generate, check Billable Service eligibility, Confirmed status, and current filters, including any Billing Type filter, using Payments and superbills.”I never received my payment”
First, check which payment is missing:
A client using Bank adds or edits their own reimbursement account under Client Portal → Settings → Reimbursement Bank. Adding a bank after an earlier failed transfer does not guarantee automatic reissue. For timing and follow-up steps, see Client reimbursement bank setup and missing deposits.
Can’t find the invitation or sign-in email
Ask the client to search the correct inbox and spam or junk folder for Thrizer, your name, the practice name, or Access your payment portal. The sender and subject can vary. Choose the situation that fits:- Registration is unfinished, and the invitation is missing or expired: Confirm the email address, then use Clients → Actions → Send login link to send a replacement setup link. The client must follow that link to finish registration.
- Already registered, but missing a login email: The same Send login link action sends a portal-access email instead.
- Already registered, but forgotten password: Use Clients → Actions → Send Password Reset, or have the client select Forgot password? on the Client Portal sign-in page and request Send Reset Link.
- Already registered, but the practice connection is missing: Have the client sign in with the invitation email and check Client Portal → Clinicians. Follow Clinician connections if the expected connection is not there.
Email changes and account deletion
Clients cannot change their account email through self-service after account creation. Use Profile and account settings for the supported next step; do not create a duplicate account as a workaround. Account deletion is handled by Support rather than a self-service control. Your client can request it through Support in their own account.What you can share with your client
Use this message to find out what’s wrong and offer help. Ask the client to open their portal only if the next step needs it.Can you tell me which session this concerns and whether the problem is with signing in, a charge, a claim, reimbursement, or a refund? I’ll check what I can from our practice account. You can also contact Support directly through yours. If you can’t sign in, I can help you find the right access or password-reset step and contact Support if needed.