Support
Help with a pay run, a mandate or a mismatch
Money problems are urgent. Raise a request here and it lands with someone who can see your pay run, not a general queue. Flag it as money already moved and it goes to the top.
Common requests
A payment has not arrived
Check the pay run status first. If the transfer shows as settled but the practitioner has not received it, the mandate or account details are usually the cause.
Flag it as urgent
A calculated amount looks wrong
Every figure links back to the billing lines and the agreement version that produced it. Open the practitioner's cycle detail before raising a request.
Check the cycle detail first
PayTo mandate will not activate
Mandates are authorised by the practitioner in their own banking app. We can resend the request and see where it stalled.
We can resend the request
Billing data looks incomplete
If a day is missing from the extraction, the pairing may have dropped. We can see the last successful read and re-run it.
We can see the last good read
Xero or MYOB is out of sync
Sync failures are queued rather than dropped. Most resolve by reconnecting the accounting authorisation from settings.
Queued, never dropped
Adding staff, roles or a new site
Practice managers can invite users. Adding a location or a second practice needs a change on our side so the data boundaries are set correctly.
Needs a change our side
Raise a support request
Include the pay run reference if you have one. Anything where money has already moved is treated as urgent. Do not include patient details or clinical information in this form.