Billing Errors

Resolve common billing, invoice, and claiming issues in Praxi.

Quick Diagnosis

Error	Likely Cause	Quick Fix
Invoice not generating	Appointment not attended	Mark attended
Wrong amount	Fee configuration	Check service fees
Medicare rejected	Invalid details	Verify Medicare number
Payment failed	Card declined	Retry or alternative
Sync error	Integration issue	Check Xero/MYOB connection

Invoice Issues

Invoice Not Generating

Cause: Invoices are auto-generated when appointments are marked as attended.

Check:

1. Appointment status

   • Must be marked "Attended" (not Scheduled, Cancelled, or No-Show)
   • Go to Calendar → Find appointment → Check status

2. Service fee attached

   • Appointment must have a service with a fee
   • Check Settings → Services for fee configuration

3. Client billing details

   • Client must have billing address
   • Open client → Billing tab → Verify address

To manually generate:

1. Open the attended appointment
2. Click Generate Invoice
3. Review and confirm

Incorrect Invoice Amount

Common causes:

Issue	Check
Wrong service fee	Settings → Services → Fee
GST incorrectly applied	Service GST settings
Discount applied	Invoice line items
Bulk-bill vs private	Funding source on client

To fix:

1. Before issuing: Edit invoice directly
2. After issuing: Create credit note, then new invoice

Invoice Won't Send

Email delivery issues:

1. Check client email address

   • Open client profile
   • Verify email is correct
   • Check for typos

2. Check email delivery status

   • Go to Billing → Invoices
   • Find invoice → View details
   • Check "Email Status"

3. Email bounced

   • Invalid email address
   • Mailbox full
   • Update and resend

Duplicate Invoice

Why it happens:

• Appointment billed twice
• Manual and auto invoice created

To resolve:

1. Identify which invoice is correct
2. Void the duplicate:
   • Open duplicate invoice
   • Click Void
   • Select reason: "Duplicate"
3. If payments recorded on wrong invoice, transfer first

warning

Compliance Requirement

Never delete invoices. Always void to maintain the audit trail. Under the Privacy Act 1988, financial records must be retained for a minimum of 7 years.

Medicare Claiming

Medicare Claim Rejected

Common rejection reasons:

Reason	Fix
Invalid Medicare number	Verify number with client
Patient not eligible	Check eligibility dates
Duplicate claim	Already claimed
Referral expired or not on file	Get new GP referral
Invalid item number	Check MBS item validity

For detailed rejection codes, see Medicare Troubleshooting.

"Invalid Medicare Number"

Verification steps:

1. Ask client for their Medicare card
2. Verify the 10-digit card number
3. Check the Individual Reference Number (IRN) -- the single digit next to the client's name on the card
4. Confirm the name matches the card exactly

Format: 10 digits (e.g., 2123 45670 1) plus an Individual Reference Number (IRN) of 1 digit

"Patient Not Eligible"

Causes:

• Medicare card expired
• Not enrolled in Medicare
• Visitor/temporary visa

Resolution:

1. Ask client to check myGov for current card
2. If expired, they need to renew
3. May need to bill as private patient

"Referral Expired or Invalid"

Mental health referrals:

Referral Type	Validity	Sessions
GP Mental Health Treatment Plan	12 months	Up to 10 sessions
Psychiatrist referral	12 months	Varies
Review referral	12 months	Additional sessions

To fix:

1. Contact client's GP for new referral
2. Update referral in client profile
3. Resubmit claim

Bulk-Bill Not Working

Requirements for bulk-billing:

Requirement	Check
Provider registered	Valid Medicare provider number
Service eligible	MBS item allows bulk-bill
Client eligible	Valid Medicare card
Referral valid	Current GP referral

Setup check:

1. Go to Settings → Billing → Medicare
2. Verify provider numbers for all practitioners
3. Confirm practice location registered

Medicare Claim Status

Track claim status:

1. Go to Billing → Claims
2. Filter by status:
   • Pending: Submitted, awaiting response
   • Paid: Payment received
   • Rejected: See reason, fix, resubmit
   • Assessed: Processed, payment coming

Typical timeline:

Stage	Time
Submission	Immediate
Assessment	1-2 business days
Payment	3-5 business days

DVA Claiming

DVA Claim Rejected

Common issues:

Issue	Solution
Invalid file number	Verify DVA card (white or gold)
Service not covered	Check DVA schedule
Provider not approved	Register with DVA
Missing prior approval	Some services need pre-approval

DVA Card Types

Card	Coverage
Gold Card	All conditions
White Card	Accepted disabilities only

Verification: Check condition is covered for white card holders.

Payment Issues

Payment Processing Failed

Card declined reasons:

Reason	Client Action
Insufficient funds	Use different card
Card expired	Update card details
Transaction blocked	Contact bank
Daily limit reached	Try tomorrow or use different method

What to do:

1. Ask client to try different payment method
2. Offer payment plan if appropriate
3. Record as "Payment pending" on invoice

Refund Not Processing

Refund requirements:

• Original payment must be settled (24-48 hours)
• Can only refund to original payment method
• Partial refunds supported

Process:

1. Open invoice → Payments tab
2. Find payment → Click Refund
3. Enter amount (partial or full)
4. Confirm

Timing: 3-5 business days to appear in client's account.

Payment Not Matching Invoice

Common causes:

• Partial payment recorded
• Overpayment
• Payment applied to wrong invoice

To fix:

1. Transfer payment:

   • Open payment → Click Transfer
   • Select correct invoice
   • Confirm

2. Split payment:

   • Open payment → Click Split
   • Allocate to multiple invoices

EFTPOS Terminal Issues

Tyro terminal not connecting:

1. Check internet connection
2. Restart terminal
3. Check Praxi integration settings
4. Contact Tyro support if persists

Stripe terminal issues:

1. Ensure reader is charged
2. Check Bluetooth connection
3. Verify Stripe integration active

Accounting Sync Errors

Xero Sync Failed

"Connection expired":

1. Go to Settings → Integrations → Xero
2. Click Re-authorise
3. Complete Xero login

"Account not mapped":

1. Go to Xero → Account Mapping
2. Map missing account
3. Retry sync

"Invoice already exists":

• Invoice was created manually in Xero
• Link Praxi invoice to existing Xero invoice
• Or delete from Xero and re-sync

MYOB Sync Failed

"Company file not accessible":

1. Check MYOB subscription active
2. Verify company file is online
3. Re-enter company file credentials

"Tax code invalid":

1. Tax code disabled in MYOB
2. Update tax mapping in Praxi
3. Retry sync

Sync Stuck or Pending

Clear sync queue:

1. Go to Settings → Integrations → [Xero/MYOB]
2. View Sync Log
3. Identify stuck items
4. Cancel and retry individually

GST Issues

GST Incorrectly Applied

Healthcare GST rules (ATO GST and health / other health services — not tax advice):

Service type	Typical GST (GST-registered practice)
Listed health service by recognised professional (e.g. psychology, physio, OT)	GST-free
Medicare / DVA clinical items	GST-free
NDIS supports meeting ATO determination conditions	GST-free
Retail products (not fully consumed in a GST-free consult)	Usually 10% GST
Court / commercial reports, many cancellation fees, workshops, room hire	Often 10% GST
Practice not GST-registered	Do not charge GST

To fix service GST:

1. Go to Settings → Services (or org GST category defaults)
2. Edit service / category
3. Set the correct GST treatment for this service type
4. Future invoices will use new setting

For existing invoices: Credit and reissue.

BAS Report Discrepancies

Common causes:

• Timing differences
• Invoices not synced
• Manual adjustments in Xero/MYOB

Resolution:

1. Run GST report in Praxi
2. Compare to Xero/MYOB
3. Identify differences
4. Reconcile before BAS submission

Payment Plans

Payment Plan Failed

Missed payment:

1. Client notified automatically
2. Retry attempted next business day
3. After 3 failures, plan paused

To resolve:

1. Contact client for updated payment details
2. Update card on file
3. Resume payment plan

Can't Create Payment Plan

Requirements:

• Invoice must be issued (not draft)
• Minimum balance (usually $50)
• Client must have saved payment method

Report Discrepancies

Revenue Report Doesn't Match

Check:

1. Date range correct?
2. Filters applied?
3. Accrual vs cash basis?
4. Including/excluding drafts?

Common differences:

Discrepancy	Cause
Higher in Praxi	Unbilled appointments included
Lower in Praxi	Filters excluding data
Timing	Payment date vs invoice date

Outstanding Balance Wrong

Client showing balance when paid:

1. Check payment recorded on correct invoice
2. Check for multiple invoices
3. Verify payment amount matches

Run aged receivables report to identify genuine outstanding balances.

Error Messages

"Transaction failed: Try again"

Generic error - usually temporary.

1. Wait 30 seconds
2. Retry the action
3. If persists, clear browser cache
4. Contact support with screenshot

"Permission denied"

You don't have access to this billing feature. Billing access is controlled by your assigned role.

1. Check with your practice administrator whether your role includes billing access
2. Contact your practice administrator to request additional permissions
3. See Permissions

"Client not found"

Client was deleted or merged.

1. Search for client by name
2. Check if client was merged (redirected)
3. May need to recreate if deleted

Getting Help

Before Contacting Support

Gather this information:

Item	Where to Find
Invoice number	Invoice details
Error message	Screenshot
Medicare rejection code	Claim status
Client name	Invoice/client profile
Transaction date	Payment history

Contact Support

• In-app: Help & Support → chat or Send feedback
• Email: hey@praxi.au
• Ticket form: Contact Support

For Medicare issues: include the rejection code and invoice number — never include client health information in an email.

Related

• Invoice Overview
• Reconciliation
• Medicare Setup
• Xero Sync
• MYOB Sync

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