How To: Undo Client Balance Write-off


Client balances may be erroneously written off for a number of reasons. For instance, you may receive an explanation of benefits that indicates that the client has a copay when there was previously none. Other times, you may have simply written off a balance by mistake.

Whatever the reason, undoing a write-off requires only a few steps: reset the amount due, then enter the correct amount owed.

Role Required: Practice Biller or Biller for Assigned Patients Only

To undo a write-off for a client balance:

  • Click Patients > Patient Name > Patient Billing tab
  • In the section labeled Search Billing Transactions, select All Items from the filter options
  • Click the date of service for the balance that has been written off


  • Enter 0 into the Pt Amt (in-network payers), Coverage (out-of-network payers), or Rate (direct pay) field
  • Click the Save Changes button
  • Click the date of service again
  • Enter the correct amount in the Pt Amt, Coverage, or Rate field
  • Click the Save Changes button

The client will again have an open balance for the date of service. For next steps, read How To: Enter Client Payments or read How To: Create and Apply Unassigned Credit.

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    Sarah Buino

    This doesn't seem to be working for me. It worked for several sessions, but one of them seems to be stuck on "patient balance written off."

    Thanks for the help0!

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    Please email or call us at 2156584550 so we can look at the specific patient and date of service with you.

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    Regina Moore

    This is not working for me either.

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    If the instructions above are not working for you, it means the patient responsibility is set to zero. Any $0 patient responsibility appears as being written off. However, it is $0 responsibility, not a write-off. If this is not the case please contact the support team at or 215-658-4550 to troubleshoot your particular issue.

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    Kelly Carpenter

    If patient has a co-pay that has been entered into their billing settings, you may have to first change that to $0 and then try following the instructions above. That worked for me when nothing else would. Just don't forget to change their co-pay back after you have gotten the problem fixed :)