Overview
Use this page to identify a limitation before charging, changing an account or requesting help. The linked guides explain each limit and the steps you can take. Some requests need Support review, and not every setup is available.Payment limitations
You cannot split one charge across cards, move a completed payment to a different card or pay session charges from a reimbursement bank account. Failed charges are not automatically retried. An authorized practice member can review or update the client’s card saved for your practice before retrying. If the outcome of an attempted payment is unclear, confirm it before creating another charge. The session rate must stay within your practice’s effective cap. Use Charge amount limit for the full limit and prior-review process; do not assume a higher cap is approved.Claim and billing limitations
Each eligible OON Billing charge creates its own claim; charges cannot be combined into one claim. No-show and cancellation fees are Self-Pay only. Instant Reimbursement cannot be applied retroactively to a completed session. For code combinations, use CPT add-on and extension rules. For advance billing, review Date of Service and Billing Type before charging. Claim and billing limitations covers the complete unsupported setups, corrections, duplicates and cancellation requests.Insurance limitations
Thrizer supports only an otherwise eligible primary plan; secondary-insurance and coordination-of-benefits claims are not supported. Use insurance eligibility and exclusions before choosing OON Billing; a benefit check does not override an excluded plan or setup.Account limitations
- An existing account email cannot be changed. For a client, use the separate-email setup and Support guidance; do not overwrite another person’s account.
- Client and clinician accounts remain separate and cannot be converted or merged. A role change does not convert an account type. If someone registered as a clinician but needs client access, their treating clinician must add or invite them before they register in the Client Portal. Clients cannot independently create an account there. Someone who registered as a client but needs practice access must create a separate clinician account in the Clinician Portal.
- An email can belong to only one team at a time. Use team and account-type boundaries before sending an invitation.
- There is no self-service account deletion. Request help through your Thrizer account; your client may also contact Support directly.