Why can't I charge my clients?

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Overview

Read the message in Add Charge first. If no charge type is available, review business and clinician readiness, then the selected client’s payment method. If only OON Billing is unavailable, check insurance eligibility and the session requirements. Use Charging clients for the complete readiness checks and charge steps.

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Check your business verification status first

Your practice must have Approved business verification to charge through any Billing Type. Check the Home checklist or the Business step. If the practice is Incomplete, a Team Owner or Practice Administrator must complete the self-service steps below. If it is Pending review, wait for review; the business-verification fields are locked. For Rejected status, contact Support for resubmission handling. Use Business verification status for the statuses and required fields.

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Other reasons Add Charge can be blocked

• Readiness message: Check clinician verification, the rendering clinician’s name, Business Tax ID, and the complete Business address. Follow the charge readiness instructions; contact Support for an approved practice’s Tax ID correction.
• No payment method for this practice: Review cards saved for your practice. A card saved with another practice cannot be used for this charge.
• Only insurance billing is unavailable: Check the rendering clinician’s Individual NPI, the client’s usable insurance benefits, and the date-of-service restriction. Self-Pay does not require insurance verification or an NPI.
• Amount error: Follow the current charge cap.
• Readiness will not load: Refresh or try again after a brief interruption. Contact Support if it continues.

Resolve the displayed block before retrying. An Approved business status alone does not prove every charge can proceed.

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The self-service path to restore charging

If your practice is Incomplete:

1. A Team Owner or Practice Administrator opens Clinician Portal → Settings → Practice Settings.
2. Complete each unmet requirement shown at the top of the tab.
3. Select Submit for review, then wait for Approved status before charging.

Staff Members and Clinicians should ask a Team Owner or Practice Administrator to complete practice settings.

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Fields checked when a practice stays Incomplete

A row can look filled in while a required detail is missing. Check the Business Tax ID type inside its editor and all four parts of the Business Address: street, city, state, and ZIP. Use the complete field requirements and Business address steps before submitting again.

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