Skip to content
  • There are no suggestions because the search field is empty.

Billing FAQ

Answers to frequently asked billing questions:

Q: Our resident has a contract rent amount under Payers; why did the contract rate not get invoiced?

Things to look for:

  1. Issues related to Resident Profile - Billing & Finances
    1. Under the Resident Profile - Billing & Finances is there a Payer - Private with a program of Rent - Private entered?
    2. If yes, is this payer active? (Look at the payer expiration date.)
    3. When was it entered? (To find this information, use the Resident Payer History report and look at the "Changed" date.)
    4. Was this "Changed" date before the invoices were populated? (To find this information, use the Action Log report and look for the last time all invoices for the period or charges for this resident were last populated.)
  2. Issues related to edits to charges after invoices were populated
    1. Run the report Invoice Detail Deleted/Edited. This will show all invoice lines that have been edited or deleted after invoices were populated.

Q: Why is the resident rent rate not correct?

Things to look for:

  1. Is the resident rent set up correctly?
    1. Under the Resident Profile - Billing & Finances is the correct rent selected?
    2. Did the rent change or end? (To find this information, look at the Billing & Finances - Fees - Rent History)
    3. When was it entered or changed? (To find this information, use the Fees and Payer changes - By Campus report and look at the "Entered/Updated" date.)

A: Once you've identified the cause, use the steps below to correct the charges:

  1. If invoices are POPULATED (and not posted)
    1. Click Unpopulate by the resident with incorrect charges
    2. Click Populate by the resident
      1. This step will restore any deleted or changed charges, capture any current fees or rates on the resident Billing & Finance screen, and capture any a la carte services that were recapped.
    3. Verify the charges are correct
    4. Continue your billing process by verifying accuracy and posting charges
  2. If all invoices are POSTED:
    1. We recommend making a change with an adjustment and running one of the Statement - Update reports.
    2. If you decide to unpost all invoices:
      1. You will be forced to unapply any payments or delete any adjustments applied to the current invoices
      2. This will remove the current invoice numbers and generate a new invoice number upon posting
        1. Click Unpost all invoices
        2. Click Unpopulate by the resident with incorrect charges
        3. Click Populate by the resident
        4. Verify the charges are correct
        5. Post all invoices

Q: My resident is moving out and I need a final bill. How can I get this when it is not time to send out invoices?

A: You will need to populate the charges for this resident individually and run the Memo Statement report.

1. Discharge the resident (if applicable)

2. Set the rent end date (if not already set)

  • Navigate to the resident profile > Billing & Finances
  • Click Rent History, then the pencil icon beside the most recent rent rate
  • Add or edit the rent end date (this may be a future date if a notice period is required)
  • Click Save

3. Populate the charges

  • Navigate to Billing > Process Billing
  • Verify the previous month has already been closed
  • Click Populate beside the resident's name
  • Navigate to the top of the screen and click Charges
  • Verify all charges are correct, including any prorated amounts for pre-billed items

4. Run the Memo Statement

  • Navigate to Reports > Reports
  • Find the Memo Statement report
  • Select the resident and review for accuracy

5. Unpopulate the charges (to prepare for the next regular billing cycle)

  • Navigate to Billing > Process Billing
  • Click Unpopulate beside the resident's name 

Q: A resident just moved in but I am in between billing periods. How can I get an invoice/statement today?

A. This will require closing the current period and populating charges for the next month.

  1. Navigate to the Billing > Process Billing
  2. Locate the current open billing period and select Close Period (if this has not been done)
  3. Once the previous period is closed, populate charges for the newly moved-in resident by clicking Populate by the resident's name
  4. Generate and print or send the invoice/statement for the resident from the new period
    1. Navigate to Reports - Reports
    2. Find and print the Statement Memo report (note: This may be named something different in your database or may need to be enabled)
  5. When the Statement Memo is printed, return to the process billing screen and click Unpopulate on the resident's line