> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thrizer.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can't I charge my clients?

> Troubleshoot why Add Charge is blocked in the Clinician Portal, including business verification status, clinician verification, and missing profile details.

## Overview

If Add Charge is disabled for every payment type, your practice or account is not yet ready to bill. The most common cause is that your practice's **business verification** is not yet **Approved**. This applies to Self-Pay as well as OON Pay and Thrizer Pay.

Insurance-specific reasons (like a missing Individual NPI or Date of Service outside the allowed window) only block insurance-based payment types — Self-Pay would still be available in those cases. If every payment type is blocked, it is an account-level issue.

## Check your business verification status first

Practices can only charge clients when their business verification status is **Approved**. You can see the status on the Home checklist and on the **Business** step in the Clinician Portal.

| Status             | Meaning                                                                                 | Can charge? | What to do                                                                                                                                          |
| ------------------ | --------------------------------------------------------------------------------------- | ----------- | --------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Incomplete**     | KYB (Know Your Business) information is missing or has never been submitted for review. | No          | Practice Administrator: open **Practice Settings**, fill in the required business fields, then **Submit for review**.                               |
| **Pending review** | You have submitted your business information and Thrizer is reviewing it.               | No          | Wait for Thrizer to complete the review. KYB fields are locked during review.                                                                       |
| **Approved**       | Thrizer has verified your business details.                                             | Yes         | You are ready to charge. If Add Charge is still blocked, check the other conditions below.                                                          |
| **Rejected**       | Thrizer reviewed your submission and could not approve it.                              | No          | Contact [help@thrizer.com](mailto:help@thrizer.com) to resolve. You can still edit your KYB fields, but resubmission is handled by Thrizer support. |

<Note>
  As of July 28, 2026, a small group of practices whose business verification was never completed were moved from an implicit approved state to **Incomplete**. If your practice suddenly appears **Incomplete** and you were charging clients before, this is why — submit your business information for review to restore charging.
</Note>

## Other reasons Add Charge can be blocked

If your business verification is **Approved** and Add Charge is still disabled, check the following:

* **Clinician verification not in good standing.** Accounts that are pending administrator verification or suspended cannot process charges. Verified accounts can charge.
* **Missing attribution name.** The selected rendering clinician must have a first and last name on file so payouts and claims can be attributed.
* **Missing Individual NPI (insurance charges only).** OON Pay and Thrizer Pay require a valid Individual NPI on the rendering clinician. Without one, only Self-Pay is available. See [Settings and profile](/help/clinician/settings-and-profile#profile).
* **Date of Service more than one day in the future (insurance charges only).** OON Pay and Thrizer Pay require the Date of Service to be today or tomorrow (UTC). Sessions further out must use Self-Pay. See [Why the Date of Service must be today or tomorrow](/help/faq/why-date-of-service-must-be-today-or-tomorrow).
* **Session rate above \$2,500.** Charges submitted from the Clinician Portal are capped at a session rate of \$2,500. See [Charging clients](/help/clinician/charge-clients#charge-amount-limit).

## The self-service path to restore charging

If your practice is **Incomplete**:

1. Ask a Practice Administrator to open the Clinician Portal.
2. Go to **Settings → Practice Settings**.
3. Fill in every required KYB field, including business name, TIN, business address, and any other required fields.
4. Select **Submit for review**.
5. Wait for Thrizer to move the practice to **Approved**. You cannot charge clients while the status is **Pending review**.

Only Practice Administrators can edit Practice Settings. Staff Members and Clinicians should ask a Practice Administrator to complete these steps.

## Related articles

<CardGroup cols={2}>
  <Card title="Settings and profile" href="/help/clinician/settings-and-profile">
    Review the business verification statuses and what each Settings tab controls.
  </Card>

  <Card title="Charging clients" href="/help/clinician/charge-clients">
    See the full list of charge readiness checks and charge form requirements.
  </Card>

  <Card title="Getting started as a clinician" href="/help/clinician/getting-started">
    Walk through onboarding, including business and banking setup for Practice Administrators.
  </Card>

  <Card title="Which payment types are available?" href="/help/faq/which-payment-types-are-available">
    Compare Self-Pay, OON Pay, and Thrizer Pay and when each is offered.
  </Card>
</CardGroup>