How to Send a Payment Request for an Outstanding Invoice

Payment Requests let you email patients a secure link to pay outstanding invoices through the Patient Portal. This article walks you through sending a payment request and helping patients complete their payment online.

When to Use This 

Use a payment request when:

• A patient has an unpaid invoice that requires follow-up
• You want to provide patients with a convenient way to pay online
• You need to resend a payment link without manually contacting the patient

What You Need

• An online payment gateway must be enabled to collect payments through the Patient Portal 
• Online payments must be enabled (see below) 
• An invoice with an outstanding balance 

Permissions 

• Access to the General System Settings (only when enabling online payments) 
• Access to Accounting 

Sending a Payment Request 

1. Go to Accounting 
2. Select Invoice Search 

3. Search for the patient by name to locate the outstanding invoice 

4. Click the menu icon beside the invoice 
5. Select Email Payment Request 
6. Click OK to confirm that you want to send the email

Result 

• A confirmation message appears indicating that the payment request email was sent successfully

• The patient receives an email containing a Pay Now link that directs them to a secure payment page in the Patient Portal

   

• A copy of the payment request email is automatically saved in the patient's profile under Correspondence > System Emails

Avoid Common Issues 

• Ensure an online payment gateway is configured before sending payment requests
• Verify that the patient has a valid email address on file
• Confirm that the invoice still has an outstanding balance

Troubleshooting 

The Email Payment Request option is unavailable

• Confirm that online payments are enabled for your clinic
• Verify that the invoice has an amount owing

The patient did not receive the email

• Check that the patient's email address is correct
• Ask the patient to review their spam or junk folder
• Confirm that the email appears under Correspondence > System Emails in the patient's profile

Enabling Online Payments

1. Go to Settings 
2. Under System & Company Settings, select General
3. Click Accounting 
4. Navigate to the Payment Gateways section 
5. Set Accept Payments in Portal to Yes 
6. Set Email Pay Online Request to Yes 
7. Save your changes 

Contact your clinic administrator if you do not have the required access