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SoftDent: Billing Statements are not Generated for Specific Accounts when Running Monthly Statements

SoftDent: Billing Statements are not Generated for Specific Accounts when Running Monthly Statements



When running billing statements certain accounts may not have a statement generated.



This issue can be caused by an Accounts Insurance Calculation Method (ICM), Account User Codes, Date of the Accounts last statement, Insurance Balance vs Account Balance, Credit Balance on the Account or The Account had a billing statement in a batch that was stopped before it could finish generating.


Insurance Calculation Method #1 & Outstanding Insurance:

If an account's ICM is set to "1" and insurance is still outstanding for ANY claim on the account then no statement will be sent.

Check the "Outstanding Insurance" from the Account Transactions for ANY outstanding claim (Except pre-authorizations).

Also check the "Claim Status" of each transaction for the account, make sure all transactions with claims have "PD ###" or "Not Sent" as their claim status.

Account User Codes:

If an account has the user code "N" then no statement will generate. "N" is a default SOFTDENT account user code that can be applied to accounts if they do not wish to generate a statement for that account.

When running statements the user codes "C, I, and L" are also excluded by default.

Make sure these user codes are either taken out from the "Exclude" field when running the report or taken out from the account's information.

Statement Sent Date:

If "Enable Cycle Billing" is turned on via the "Billing Statement Settings" then the "Last Statement Sent" date will affect whether the account receives a statement depending on how many days the cycle billing is set for. The "Last Statement Sent" date is found under the account information and is updated each time a statement is generated for an account. This field can be changed manually if necessary.

If an account's "Last Statement Sent" date is 06/01/2011 and the "Cycle Billing" period is set to 28 days, that account will not generate another statement when running monthly statements until 06/29/2011.

DO NOT TURN OFF CYCLE BILLING unless it is completely OK to reset the entire billing cycle. This means accounts that received a statement yesterday will generate a statement again today if cycle billing is reset.

Insurance Balance > or = Account Balance:

If an account's outstanding insurance balance is greater than or equal to the total account's balance then the account will not have a statement generated unless "Send Statement if there is no amount due" is checked under the billing statement settings.

Check the "Balance" and the "Insurance" totals via the account transactions, if the insurance balance is greater than or equal to the "Balance" then the account will NOT receive a statement (Unless "Send Statement if there is no amount due" is checked in the Billing Statement Settings).

Credit Balances:

If an account has credits that have not been distributed properly then this may be another reason that billing statements will not be generated for the account. Check the Account Payment screen for undistributed credit amounts. If found, distribute the credit amounts by age.

Suspended Billing Statement Generation

If only a specific number of accounts are having billing statements generated, it's possible that a suspended billing statement session has not been finalized.

Attempt to view preview paper or electronic billing statements and the message, "The last statement preview session was suspended. Would you like to resume the suspended session?" may be displayed.

This message will appear when a user has previously been modifying the billing statement preview, closed it, was prompted with the message, "Would you like to save these changes and resume later?", clicked Yes, and has not re-entered the "Electronic Batch Preview" or "Statement Preview" functions since. Clicking Yes to this message will allow the user to preview the statements that are being generated and edit them as needed.

Additional Information:

Make sure to let the statements generate completely. Clicking [Cancel] in the statement preview before the statements have completed reviewing accounts may only display certain accounts with last names (Such as "Aaron - Nance" if the generation was canceled early).

Labels (1)

We are having this same problem.  We are seeing more account  balances in the over 90 days.  When we check the account we see that a bill was never sent. I checked all the issues that you mentioned.  The amount due is more than the insurance balance.  No patient has a credit balance.  What else has anyone found?‌ if you'd like I could see if I have an escalations representative reach out to you for further assistance if you have a current support agreement. It's usually not too difficult to locate, but a deeper dive may be needed if the solutions in the document aren't providing any assistance.

We are having the same issue.  Random accounts are not getting a statement.  In these cases, they have not gotten a recent statement, no account user code affecting it and the ICM is set correctly.  It is not all the time, but I always wonder how it happens when it does.  

I am new to SoftDent... What about when I send a statement after receiving an insurance payment, does that show up as a "Statement Sent?"  It seems that a statement is still created for these people.  I don't want to send them one if I just did 3 days ago. Thank you everyone!!

Yes it does, Danyle.  If you are using Send statement, and not just a walk out statement.  

Also check your settings for Billing statements  Go to:  Systems > Change System Settings > and billing statements to check the number of days between statements.   When you manually print one after an insurance payment, just make sure they did not get one within the last few days with the regular billing statement cycle, because it will not stop it from going if you manually print one.  I hope this helps.

Our office just recently had this issue come up and what we discovered is if a patient is formerly inactive status and returns to the practice you must reactivate the patient through the account screen.  This patient was transferred during our conversion from our previous program computer age. This is what we have found.

I am still having this issue and it seems to be coming up more and more.  Can someone- an escalations rep please give me a call?  734-663-6777.  Tonya @ Enspire Dental

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‎08-17-2017 02:09 PM
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